Senior Technical Customer Engineer – Remote Customer Success & Engineering Lead for SaaS Operations, Driving Reliability, Innovation, and Customer Excellence at brighthush

About brighthush – Pioneering the Future of Property Management Technology

brighthush is a trailblazing, cloud‑native SaaS company that redefines how property managers, owners, and tenants interact with technology. Our platform blends intuitive dashboards, automated workflows, and real‑time analytics to help real‑estate professionals focus on growth and guest satisfaction, rather than day‑to‑day operational headaches. With a fully remote‑first culture, we empower a diverse team of engineers, designers, and support specialists to innovate from anywhere in the United States.

Why This Role Is a Game‑Changer

In the high‑velocity world of SaaS, the difference between a smooth customer journey and a costly outage can be razor‑thin. As the Senior Technical Customer Engineer, you will sit at the critical intersection of customers, support, product, and engineering. Your mission: turn ambiguous complaints into actionable, reproducible tickets, and use those insights to shape the future of our platform. You’ll be the trusted voice that keeps our customers happy, our engineers productive, and our product roadmap aligned with real‑world needs.

Key Responsibilities – Your Day‑to‑Day Impact

• Lead Diagnostic Calls – Own discovery and troubleshooting sessions with escalated customers, partnering with Customer Success and Support to gather context, set expectations, and drive resolution.
• Clarify & Reproduce Issues – Transform incomplete or ambiguous tickets into clear reproduction steps, impact assessments, and technical evidence that engineers can act on immediately.
• Deep Technical Investigation – Dive into application logs, SQL queries, REST APIs, browser dev tools, cloud observability platforms, and source code to pinpoint root causes.
• Issue Classification – Accurately categorize each problem as a software defect, configuration issue, data/integration problem, knowledge gap, feature request, or product decision.
• AI‑Assisted Review – Evaluate AI‑generated diagnostics and pull requests for correctness, regression risk, test coverage, maintainability, and customer impact.
• Coordinate Fixes – Where appropriate, ship bounded fixes yourself; otherwise, collaborate with engineering to schedule and prioritize changes.
• Own Escalations End‑to‑End – From intake to resolution, deliver clear internal and customer‑facing status updates, ensuring transparency and trust.
• SLA Management – Maintain the operational SLA tracker across customer tiers and issue severities, surface breach risks early, and keep teams on track.
• Policy Advocacy – Apply priority and commercial‑promise rules defined with leadership, and provide data‑driven evidence when policies need adjustment.
• Continuous Improvement – Identify recurring failure patterns and enhance runbooks, knowledge bases, diagnostic tooling, support enablement, and AI workflows.
• Preventive Impact – Use insights from escalations to reduce repeat defects and increase the proportion of issues resolved without engineering intervention.

What Success Looks Like

• Customers feel heard and leave technical calls with clear next steps.
• Engineers receive reproducible, evidence‑rich tickets that accelerate fix time.
• SLA risks are visible before they become breaches.
• AI‑generated diagnoses and fixes become more accurate, testable, and safe.
• Repeat incidents decline as findings translate into durable product, tooling, and support improvements.
• Product leadership receives customer context and technical evidence for informed decision‑making.

Essential Qualifications – What We Expect

• 5+ years in support engineering, production or application support, product engineering, solutions engineering, or a comparable customer‑facing technical role.
• Proven track record diagnosing complex production issues in a multi‑tenant SaaS environment.
• Comfort reading application code, reasoning about proposed changes, and participating in code reviews.
• Hands‑on experience with SQL, REST APIs, logs, browser developer tools, cloud infrastructure, and observability systems.
• Excellent customer presence: calm, curious, credible, and professional, even when customers are frustrated.
• Clear written communication and discipline to document evidence, decisions, ownership, and next steps.
• Sound judgment on when to investigate, when to escalate, and when a request requires product versus engineering.
• Strong organization across multiple open incidents with varying business impact and deadlines.
• Healthy skepticism toward AI output: able to use AI tools productively while independently validating conclusions and code.

Preferred Experience – The Extra Edge

• Ruby on Rails in production; React, GraphQL, or comparable modern web‑application experience.
• Experience with AWS, CloudWatch, Sentry, Datadog, Grafana, or similar observability platforms.
• Writing or reviewing tests and pull requests for customer‑reported defects.
• Operating incident, escalation, severity, or SLA processes.
• Improving support through scripts, internal tools, documentation, automation, or AI‑assisted workflows.
• Background in property management, real estate, or SMB SaaS.

Skills & Competencies – The Toolbox for Success

• Technical Fluency – Deep understanding of web stack, database schemas, API contracts, and cloud architecture.
• Analytical Thinking – Ability to dissect complex problems, identify root causes, and propose data‑driven solutions.
• Communication Excellence – Articulate technical details to non‑technical stakeholders and write concise, actionable tickets.
• Customer‑Centric Mindset – Prioritize the customer experience while balancing engineering constraints.
• Collaboration & Influence – Work cross‑functionally with product, engineering, and support teams to drive change.
• Adaptability – Thrive in a fast‑moving environment, pivoting priorities as new information emerges.
• Continuous Learning – Stay current with emerging technologies, especially AI/ML, observability, and cloud best practices.

Career Growth & Learning Opportunities

At brighthush, we believe that the best solutions come from continuous learning and collaboration. As a Senior Technical Customer Engineer, you’ll:

• Lead cross‑functional initiatives that shape product roadmaps and engineering practices.
• Mentor junior engineers and support staff, fostering a culture of knowledge sharing.
• Own and evolve the AI‑driven diagnostic pipeline, positioning yourself as a thought leader in AI‑augmented support.
• Participate in hackathons, design sprints, and product workshops to influence feature development.
• Advance into leadership roles such as Customer Success Lead, Engineering Manager, or Product Owner, depending on your interests.

Work Environment & Culture – Why brighthush Is a Great Place to Grow

brighthush is a remote‑first organization that values:

• Flexibility – Work from anywhere in the United States, with a focus on business hours and clear boundaries for high‑severity incidents.
• Collaboration – Regular cross‑team syncs, transparent communication channels, and a culture that rewards ownership.
• Innovation – A commitment to experimenting with AI, automation, and new tooling to improve customer experience.
• Diversity & Inclusion – We welcome applicants from all backgrounds and make engagement decisions based on qualifications, merit, and business needs.
• Community – Annual team retreats, virtual social events, and a vibrant Slack ecosystem keep us connected.

Compensation & Benefits – We Value Your Contribution

While specific figures vary by experience and location, brighthush offers:

• Competitive base salary aligned with market rates for senior technical roles.
• Equity options that allow you to share in the company’s long‑term success.
• Comprehensive health, dental, and vision insurance.
• Flexible paid time off and a generous parental leave policy.
• Continuous learning stipend for courses, conferences, and certifications.
• Wellness programs, including mental health support and virtual fitness classes.
• Annual team retreats and virtual social events to strengthen community.

How to Apply – Take the Next Step

If you’re passionate about turning complex customer challenges into tangible product improvements, and you thrive in a fast‑paced, remote environment, we’d love to hear from you. Submit your resume, a brief cover letter highlighting your most relevant experience, and any portfolio or code samples that demonstrate your diagnostic and investigative skills.

Join brighthush Today – Shape the Future of Property Management

Become a pivotal part of a company that is redefining property management technology. Your expertise will not only resolve customer issues but also shape the future of our platform, ensuring that every interaction is smoother, faster, and more reliable. Apply now and help us bring clarity and confidence to our customers’ operations.