Senior Technical Customer Support Engineer – AI Platform & Web App Troubleshooting – Weekend Coverage (North America) – TypeScript & React Expert

About brighthush

brighthush is a trailblazing AI‑powered platform that empowers businesses to build, deploy, and scale intelligent applications with ease. By combining cutting‑edge machine learning models, robust cloud infrastructure, and a developer‑first API ecosystem, we help our customers turn complex data into actionable insights and create experiences that delight end‑users. Our mission is simple: enable every team to harness the power of AI without the overhead of managing infrastructure.

We’re growing fast, and our customer base spans startups, mid‑size enterprises, and Fortune 500 companies. To keep pace with our expanding product portfolio and global reach, we’re looking for a seasoned Technical Customer Support Engineer who can thrive in a dynamic, high‑velocity environment. If you love solving real‑world problems, enjoy working with cutting‑edge web technologies, and want to make a tangible impact on our customers’ success, read on.

Key Responsibilities

• Resolve Customer Issues – Act as the first line of defense for non‑technical customers encountering problems with their AI‑powered applications. Diagnose bugs, recommend architectural improvements, and guide integrations to ensure smooth operation.
• Product & Platform Enhancement – Translate customer pain points into actionable improvements for our underlying platform and AI SDK. Collaborate with engineering to patch bugs, optimize performance, and prevent recurrence.
• Knowledge Base Stewardship – Maintain and enrich both public and internal documentation. Ensure that FAQs, troubleshooting guides, and release notes are accurate, up‑to‑date, and accessible.
• Automation & Workflow Optimization – Build scripts, bots, and tooling that streamline support processes. Aim to increase throughput so you can help hundreds of customers daily.
• Incident Management – Serve as the primary point of contact during platform incidents. Coordinate status updates, manage customer communication, and drive root‑cause analysis.

Essential Qualifications

• Proven experience as a Technical Support Engineer, Customer Success Engineer, or similar role in a SaaS or AI‑platform environment.
• Strong command of TypeScript and React, with a deep understanding of modern web application fundamentals (HTTP, REST/GraphQL APIs, authentication, databases).
• Demonstrated ability to debug production issues using logs, traces, and minimal reproducible test cases.
• Systems‑level thinking: familiarity with scalability, reliability, performance, and security best practices.
• Excellent written communication skills – able to produce clear, concise, and audience‑specific documentation.
• Track record of closing 50+ tickets per day in a high‑volume support environment.
• Experience working in a customer‑facing role (sales, pre‑sales, support, or account management).

Preferred Qualifications

• Hands‑on experience with the following stack: PostgreSQL, Redis, ClickHouse, Tailwind CSS, IaC (CDK, Terraform), Docker, OpenTelemetry, Hono, Drizzle ORM, Temporal.
• Familiarity with cloud platforms such as Cloudflare and AWS, and AI model integrations (OpenAI, Anthropic, Google).
• Experience building automation scripts or bots to accelerate support workflows.
• Background in incident response and status‑page management.
• Knowledge of AI/ML concepts and how they are deployed in production.

Skills & Competencies

• Technical Proficiency – Deep understanding of front‑end and back‑end technologies, debugging tools, and performance profiling.
• Customer‑Centric Mindset – Ability to empathize with non‑technical users and translate complex technical issues into simple, actionable guidance.
• Problem‑Solving Agility – Rapidly assess root causes, propose solutions, and iterate until resolution.
• Collaboration & Influence – Work cross‑functionally with engineering, product, and marketing to drive improvements.
• Time Management – Prioritize tickets, manage incident escalations, and maintain high quality under tight deadlines.
• Continuous Learning – Stay current with emerging web technologies, AI advancements, and industry best practices.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear career pathways. While you’ll start as a Technical Customer Support Engineer, we actively support transitions into:

• Full‑time Software Engineering roles (front‑end, back‑end, or full‑stack)
• Pre‑Sales or Post‑Sales Engineering positions, where you’ll bridge technical expertise with customer engagement
• Product Management or Technical Program Management roles, leveraging your deep product knowledge

We offer mentorship programs, access to internal training resources, and the chance to attend industry conferences. Your growth is a priority, and we’ll work with you to map out a personalized development plan.

Work Environment & Company Culture

brighthush is a fully remote, distributed team that values flexibility, autonomy, and collaboration. Our culture is built on the following principles:

• We Ship – Fast iteration, rapid feedback, and a bias for action keep us ahead of the curve.
• We Strive for Excellence – Attention to detail, high standards, and a commitment to delivering simple, self‑serve solutions.
• We Are Hungry – A relentless drive to push boundaries, take ownership, and deliver results.

We celebrate diversity, encourage open communication, and foster an environment where every voice matters. Our remote-first approach means you can work from anywhere in North America, as long as you’re available during standard New York hours (Thursday‑Monday). We provide a generous “take what you need” vacation policy, unlimited AI token budget, and a comprehensive health, vision, and dental plan.

Compensation & Benefits

Competitive base salary ranging from $75,000 to $150,000 per year, depending on seniority, location, and experience. In addition, you’ll receive:

• Equity package aligned with company growth
• Unlimited AI token budget for personal experimentation
• “Take what you need” vacation policy
• Health, vision, and dental coverage
• Access to a curated library of learning resources and conference stipends
• Regular virtual team events and occasional in‑person retreats (subject to travel restrictions)

How to Apply

If you’re ready to join a fast‑moving AI platform that values technical excellence and customer success, we’d love to hear from you. Submit your application through the link below, and let’s explore how you can make an impact at brighthush.

Apply to this job

Closing

At brighthush, you’ll be part of a passionate team that’s redefining how businesses build AI‑powered experiences. Your expertise will directly influence the success of our customers, the evolution of our platform, and the future of AI in the enterprise. If you’re a proactive, customer‑focused engineer who thrives in a high‑velocity environment, we encourage you to apply today and help shape the next generation of intelligent applications.