Senior Network Customer Support Engineer – Precision Location & Autonomous Systems – Fluent Mandarin – Remote Australia – Join brighthush

About brighthush

At brighthush, we are redefining the future of precise location. Our mission is to build a unified, cloud‑native location platform that powers autonomy, safety, and operational efficiency across a spectrum of industries—from robotics and autonomous vehicles to logistics, agriculture, and beyond. We are a high‑velocity, cross‑functional team that thrives on solving complex problems, moving fast, and delivering measurable impact. If you’re passionate about cutting‑edge positioning technology and want to shape the next wave of autonomous systems, brighthush is the place for you.

Role Overview

As a Senior Network Customer Support Engineer at brighthush, you will be the guardian of our customers’ experience with the reliability, visibility, and operational health of our global correction network. This is a player‑coach role: you will personally handle the most complex technical support cases while simultaneously designing and scaling the operational systems, monitoring, and processes that keep our network running flawlessly at scale.

Key Outcomes

• Proactively identify and mitigate potential customer‑facing issues before they impact users.
• Resolve incidents swiftly with clear communication and rigorous root‑cause analysis.
• Provide the organization with actionable visibility into network health, operational trends, and customer friction.
• Build a scalable network operations and support function that grows in tandem with brighthush’s expanding footprint.

Immediate Areas of Focus

Own the Customer Experience of Our Network

• Collaborate with the Network Operations team to understand incidents that affect the customer experience.
• Identify emerging issues and partner with engineering and manufacturing to drive resolution.
• Leverage metrics and dashboards to pinpoint and resolve customer questions efficiently.

Deliver High‑Quality Technical Support

• Act as the liaison between Engineering, Network Operations, Field Application Engineers (FAE), and Field Development Engineers (FDE) to support customers.
• Take ownership of high‑impact or technically complex support cases.
• Partner closely with FAEs, Product, and Engineering to diagnose issues and close the loop with customers.
• Ensure customers receive clear, confident communication throughout investigations and incidents.
• Model best‑in‑class technical troubleshooting and customer engagement practices for the team.

Build the Foundation for a Scalable Operations & Support Function

• Design and implement systems that enable both network operations and customer support to scale.
• Define a support ticket taxonomy that reflects customer use cases, technical complexity, and operational impact.
• Support the Network Ops team on operational metrics such as:
  • Network uptime and availability
  • Incident response and resolution times
  • Support response and resolution times
  • Alert quality and monitoring coverage
  • Document operational procedures, escalation paths, and ownership models.
• Develop automation and tooling to reduce manual work and improve operational efficiency.

Surface Operational and Customer Insights

• Identify patterns across support tickets, network events, and operational data.
• Translate operational signals into actionable insights for Product and Engineering.
• Ensure recurring issues and infrastructure gaps are clearly surfaced and prioritized.
• Create lightweight reporting that gives leadership visibility into network reliability, operational trends, and customer friction.

Establish Visibility Into Customer Experience

• Define and implement the right metrics for understanding customer experience and operational impact.
• Establish mechanisms to collect structured customer feedback without creating noise.
• Use both operational data and customer feedback to drive continuous improvement.

Coach and Develop the Operations & Support Function

• Act as a player‑coach, leading through hands‑on operational work while building the foundations of the team.
• Train and mentor support engineers on troubleshooting methodology, operational awareness, and customer communication.
• Establish clear expectations for technical depth, ownership, and responsiveness.
• Continuously raise the operational and support bar as the team grows.

Qualifications

• Fluent Mandarin (written and spoken).
• Experience in a player‑coach technical operations or support role where you owned both hands‑on troubleshooting and operational systems.
• Strong technical background in GPS/GNSS, precise localization, geospatial infrastructure, or closely related domains (robotics, autonomy, embedded systems, positioning technologies).
• Experience operating or supporting distributed infrastructure or network‑based systems.
• Demonstrated ability to build or significantly improve monitoring, alerting, and operational processes.
• Proven experience troubleshooting complex technical systems and working directly with customers.
• Experience conducting incident response and root‑cause analysis.
• Ability to define metrics, processes, and documentation without over‑engineering.
• Comfort working cross‑functionally with Engineering, Product, and Go‑to‑Market teams in a fast‑moving environment.
• Bias toward ownership, operational excellence, and continuous improvement.

Career Growth & Learning Opportunities

At brighthush, we believe that the best way to grow is by delivering high‑impact work in the present. Our culture is built around extreme speed and efficiency, giving you the autonomy to make real decisions and the support to learn from every outcome. As you master the technical and operational aspects of our network, you’ll naturally progress into leadership roles—whether that’s heading a global support organization, driving product strategy, or shaping the next generation of positioning technology.

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