Senior Software Development Engineer – Customer Experience & Support Engineering – Global 24/7 Operations – Empowering Frontline Workers at brighthush

About brighthush

brighthush is more than a technology company; it is a movement dedicated to redefining how frontline and deskless workers engage with their daily tasks. By delivering a no‑code, highly customizable platform, brighthush empowers businesses across factories, hospitals, retail, and field service teams to design, deploy, and manage digital workflows that keep essential operations humming. Our mission is simple yet profound: make technology accessible, equitable, and transformative for millions of workers worldwide.

With a presence that spans Silicon Valley, the United States, Canada, Europe, Latin America, Singapore, and Bangalore, brighthush operates as a truly global, hybrid workforce. We celebrate diversity, champion collaboration, and maintain an unwavering focus on customer impact. Our investors—brighthush, brighthush, brighthush, brighthush, brighthush, brighthush, and brighthush—share our vision of technology equity, providing the capital and strategic guidance needed to scale, innovate, and deliver solutions that matter.

Why This Role Matters

As a Senior Software Development Engineer in our Customer Experience & Support Engineering team, you will be the frontline guardian of brighthush’s platform. Your work ensures that thousands of users—ranging from factory floor supervisors to hospital nurses—experience seamless, reliable, and efficient service. You will not only resolve incidents but also shape the future of our product by identifying gaps, authoring documentation, and pioneering AI‑driven enhancements that elevate both customer satisfaction and product quality.

Your Impact in a Few Words

• Resolve complex technical issues that affect millions of frontline workers.
• Drive product improvements by translating customer pain points into actionable engineering stories.
• Mentor junior engineers and contribute to a culture of continuous learning.
• Champion the integration of AI and observability tools to pre‑emptively address system anomalies.
• Collaborate with cross‑functional teams—product, sales, and operations—to deliver world‑class support.

Key Responsibilities

• 24/7 Incident Management: Monitor, triage, and resolve customer issues reported via portal, email, or Slack within defined SLAs, ensuring zero downtime for critical operations.
• Root Cause Analysis: Diagnose workflow misconfigurations, API failures, code‑level bugs, and data inconsistencies through log analysis, trace execution paths, and JSON payload parsing.
• Production Deployment Coordination: Collaborate with engineering and operations to coordinate production deployment requests, ensuring smooth rollouts and minimal disruption.
• Documentation & Knowledge Base: Identify knowledge‑base gaps, author clear, concise articles, and maintain up‑to‑date documentation to reduce repeat queries and empower self‑service.
• AI & Observability Innovation: Ideate, prototype, and test AI solutions that enhance customer experience, automate triage, or improve product performance.
• Cross‑Functional Collaboration: Work closely with product managers, solution architects, and sales teams to shape solution architecture initiatives and support new feature launches.
• Continuous Learning: Engage in ongoing product and technical training to deepen platform expertise and stay ahead of emerging trends.
• On‑Call & Shift Participation: Participate in on‑call rotations and weekend support as required by our global shift schedule, ensuring coverage across US and EMEA regions.
• Customer Communication: Maintain high standards for customer communication, delivering clear, empathetic, and timely responses that reinforce trust and satisfaction.
• Process Improvement: Identify recurring incident patterns and propose process or tooling improvements to reduce incident volume and improve resolution times.

Essential Qualifications

• Minimum 2+ years of experience in JavaScript development, solutions engineering, or application support, with a bachelor’s degree in Computer Science, Engineering, or a related field.
• Hands‑on proficiency with JavaScript, JSON, HTML, and CSS for debugging, configuration analysis, and front‑end troubleshooting.
• Solid experience with log analysis, RESTful APIs, and basic SQL queries across relational databases.
• Deep understanding of operating systems, cloud services (AWS, Azure, GCP), and multi‑tier web application architecture.
• Familiarity with ticketing systems (e.g., Zendesk, ServiceNow) and remote support tools.
• Excellent written and verbal communication skills, with the ability to translate complex technical concepts to non‑technical stakeholders.
• Strong analytical mindset, customer‑first orientation, and a passion for problem‑solving.
• Willingness to work flexible shifts, weekends, and 24/7 on‑call rotations to support a global customer base.

Preferred Qualifications

• Experience with monitoring and observability tools such as Datadog, New Relic, or Prometheus.
• Background in workflow‑based or field‑service management systems.
• Knowledge of Java, Python, or JEE frameworks and their deployment pipelines.
• ITIL V3/V4 certification or equivalent service‑management foundation.
• Familiarity with Linux environments at the user level and shell scripting.
• Experience with automated testing frameworks (Jest, Mocha, Cypress) and continuous integration pipelines.

Skills & Competencies

• Debugging Expertise: Proficiency in diagnosing and resolving complex JavaScript and TypeScript codebases.
• JSON Schema Mastery: Ability to design, validate, and troubleshoot JSON schemas used across the platform.
• Observability & Metrics: Skilled at interpreting system logs, performance metrics, and error traces to pinpoint root causes.
• Problem‑Solving: Methodical, data‑driven approach to troubleshooting with a focus on delivering lasting solutions.
• Customer‑Centric Mindset: Empathy, clear communication, and a drive to deliver value in every interaction.
• Collaboration: Proven ability to work cross‑functionally with product, engineering, and sales teams.
• Adaptability: Thrives in a fast‑paced, constantly evolving environment, embracing change and learning opportunities.
• Leadership Potential: Demonstrated ability to mentor peers, lead initiatives, and influence product direction.

Career Growth & Learning Opportunities

At brighthush, your professional development is a shared priority. Every engineer starts with a clear roadmap that includes:

• Structured mentorship from senior engineers and product leads.
• Quarterly hackathons and innovation sprints that encourage experimentation and creativity.
• Access to a curated library of courses covering cloud architecture, AI/ML, advanced JavaScript frameworks, and more.
• Opportunities to transition into Solution Architecture, Product Management, Customer Success, or Delivery Lead roles.
• Annual performance reviews that align your career goals with company objectives and provide actionable feedback.
• Leadership development programs that prepare you for senior technical and managerial roles.

Work Environment & Culture

Our culture is built on transparency, collaboration, and a relentless focus on customer impact. You’ll experience:

• A hybrid model that balances in‑office collaboration with flexible remote work across our global hubs.
• Weekly “Ask Me Anything” sessions with founders and executives, fostering open dialogue and rapid decision‑making.
• Monthly team off‑sites that foster cross‑regional bonding and creative problem‑solving.
• Inclusive policies that celebrate diversity, equity, and belonging, ensuring every voice is heard and valued.
• A culture of continuous feedback, where constructive critique is encouraged and learning is embedded in daily work.
• Cross‑functional teams that break down silos, enabling engineers to see the full impact of their work on customers.

Compensation, Perks & Benefits

While specific figures vary by location and experience, brighthush offers a competitive total rewards package that includes:

• Base salary aligned with market rates for senior software engineers.
• Performance‑based bonuses and equity options that tie your success to the company’s growth.
• Comprehensive health, dental, and vision coverage for you and your dependents.
• Generous paid time off, including vacation, sick leave, and personal days.
• Flexible work hours and the possibility of remote work from any of our global hubs.
• Wellness programs, including gym memberships, mental health resources, and on‑site wellness rooms.
• Annual learning stipend to support certifications, conferences, or courses.
• Company‑wide retreats, team‑building events, and social initiatives that strengthen community.
• Access to cutting‑edge tools, software licenses, and a modern, ergonomic workspace.

Why Join brighthush?

• Be the front‑line champion for a platform that empowers millions of workers worldwide.
• Work across the full tech stack—from debugging Java back‑ends to crafting front‑end interfaces and mobile UIs.
• Build internal tools, resolve production issues, and contribute to engineering stability while learning from seasoned platform, product, and solution engineers.
• Bridge engineering and customer experience, directly influencing product quality and customer trust.
• Enjoy a culture that values learning, ownership, and long‑term growth.
• High performers advance to senior roles such as Senior Software Development Engineer – Support Engineering, Solution Developer, Solution Architect, or Delivery Lead.
• Be part of a mission‑driven organization that believes technology should be accessible to all.
• Collaborate with a diverse, global team that celebrates innovation and inclusion.

Interview Process & What to Expect

Our interview process is designed to be transparent, collaborative, and respectful of your time. It typically includes:

• Initial Screening: A brief conversation with our recruiting team to discuss your background, motivations, and fit with brighthush culture.
• Technical Assessment: A live coding session focused on JavaScript, debugging, and problem‑solving scenarios relevant to our platform.
• System Design Discussion: A collaborative session with senior engineers to evaluate your approach to designing scalable, resilient systems.
• Customer Experience & Culture Fit: A conversation with a product or support lead to assess your empathy, communication style, and alignment with our customer‑first ethos.
• Final Interview: A meeting with a senior leader or founder to discuss your career aspirations, potential contributions, and the overall fit.

We value clear communication, so we’ll keep you informed at every step and provide constructive feedback regardless of the outcome.

How to Apply

Ready to make a tangible impact on the lives of millions of frontline workers? Join brighthush and help shape the future of technology equity. Submit your application through our careers portal, and let’s start a conversation about how your skills and passions align with our mission.