Senior Technical Customer Support Engineer – AI‑Powered Healthcare Platform Champion, Clinical Workflow Optimizer & Customer Success Lead at brighthush

About brighthush

brighthush is a trailblazer in the intersection of artificial intelligence and clinical care. We are building a next‑generation platform that delivers real‑time, data‑driven insights to clinicians, enabling them to make faster, safer, and more evidence‑based decisions. By marrying state‑of‑the‑art machine learning models with intuitive, clinician‑centric interfaces, we are redefining what it means to provide scalable, high‑quality care in hospitals, outpatient clinics, and community health settings worldwide. Our mission is simple yet ambitious: to empower every healthcare professional with the tools they need to improve patient outcomes, streamline workflows, and reduce operational costs.

Why brighthush?

At brighthush, we don’t just build products – we build a future where every clinician has the tools they need to make faster, more accurate decisions. Our culture is built on three pillars: Innovation, Ownership, and Impact. We set ambitious goals, iterate rapidly, and celebrate the wins that matter most: better patient outcomes, happier clinicians, and a healthier planet.

Role Overview

As a Senior Technical Customer Support Engineer at brighthush, you will be the frontline guardian of our AI‑powered healthcare platform. Your deep technical acumen will be the linchpin that keeps our system running smoothly, our customers satisfied, and our product roadmap informed. You will own complex, high‑impact issues from discovery to resolution, collaborating closely with engineering, product, and clinical teams to ensure that every customer interaction is a step toward a more reliable, trustworthy solution.

Key Responsibilities

• Escalation Lead: Serve as the primary escalation point for customers and internal stakeholders on intricate technical problems, especially those affecting clinical workflows or patient safety.
• Product Mastery: Develop an exhaustive understanding of brighthush’s architecture, data pipelines, and clinical use cases. Translate this knowledge into actionable insights for both customers and the product team.
• Technical Support Excellence: Deliver top‑tier support by actively listening to customer needs, diagnosing root causes, and communicating solutions in clear, empathetic language.
• Root Cause Analysis: Conduct in‑depth debugging of complex issues, leveraging logs, metrics, and system telemetry to isolate problems and recommend fixes.
• Issue Ownership: Manage tickets end‑to‑end, ensuring timely, accurate responses that meet or exceed agreed service level agreements (SLAs).
• Cross‑Functional Collaboration: Partner with engineering and product to reproduce, triage, and resolve bugs. Document escalations with precise, actionable details that drive product improvements.
• System Health Monitoring: Continuously monitor server health, application performance, and bug reports. Proactively mitigate risks, trigger alerts, and prevent recurrence.
• Process & Tooling Improvement: Identify systemic patterns, propose enhancements to tooling, documentation, and workflows, and champion changes that increase reliability and support efficiency.
• Knowledge Sharing: Create and maintain internal knowledge bases, FAQs, and troubleshooting guides. Conduct training sessions for both customers and internal teams.
• Customer Advocacy: Represent the voice of the customer in product discussions, ensuring that user experience and safety remain at the core of every decision.

Essential Qualifications

• Minimum of 2+ years in a technical support or customer success engineering role, preferably in SaaS or healthcare technology.
• Proven track record of diagnosing and resolving complex, high‑impact technical issues in a fast‑paced environment.
• Strong problem‑solving mindset with the ability to think critically, learn quickly, and apply knowledge under pressure.
• Excellent communication skills: adept at questioning, clarifying, empathizing, and translating technical concepts to non‑technical audiences.
• Hands‑on experience with web development technologies: Python, React, Node.js, FastAPI, and MongoDB.
• Familiarity with cloud platforms (AWS, GCP, or Azure) and containerization (Docker, Kubernetes) is a plus.
• Experience working with healthcare data standards (FHIR, HL7) and an understanding of clinical workflows is highly desirable.
• Strong customer focus: genuine passion for helping users succeed and a commitment to building trust.
• Ability to thrive in a collaborative, international team that values ownership and rapid iteration.

Preferred Qualifications

• Background in clinical informatics or a related healthcare field.
• Experience with AI/ML model deployment, monitoring, and troubleshooting.
• Knowledge of regulatory compliance frameworks (HIPAA, GDPR, ISO 27001).
• Previous involvement in product roadmap discussions or feature prioritization.
• Fluency in multiple languages, especially those relevant to our global customer base.

Skills & Competencies

• Technical Proficiency: Python, JavaScript, RESTful APIs, database querying, and debugging tools.
• Analytical Thinking: Ability to dissect complex problems, identify root causes, and propose scalable solutions.
• Communication: Clear, concise, and empathetic written and verbal communication.
• Collaboration: Comfortable working cross‑functionally with engineering, product, sales, and clinical teams.
• Ownership: Take full responsibility for customer issues, from first contact to resolution.
• Adaptability: Thrive in a rapidly evolving environment, learning new technologies and processes quickly.
• Customer‑Centric Mindset: Prioritize user experience and safety in every decision.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the products we build. As a Senior Technical Support Engineer, you will have the chance to:

• Lead initiatives that shape the next generation of our platform, influencing architecture and feature design.
• Mentor junior support engineers, fostering a culture of continuous learning and knowledge sharing.
• Transition into specialized roles such as Product Support Lead, Customer Success Manager, or Technical Program Manager.
• Participate in hackathons, innovation sprints, and cross‑departmental projects that push the boundaries of healthcare AI.
• Access a dedicated learning budget of $700 annually for courses, certifications, and conferences.
• Benefit from a $100 monthly “Healthy brighthush” wellness stipend and a $500 home‑office setup allowance.

Work Environment & Culture

brighthush is a vibrant, inclusive, and collaborative workplace where ideas flourish and impact matters. Our culture is defined by:

• Live Forever: We build for the long haul, setting bold, evidence‑based targets that push the industry forward.
• Practice Ownership: Every team member owns outcomes, drives excellence, and focuses on what truly matters.
• Move Fast, Fix Faster: Rapid iteration, daily releases, and a relentless focus on precision keep us ahead of the curve.
• Get Better: Continuous learning, mentorship from seasoned clinicians, and a commitment to clarity over cleverness.
• Global Collaboration: Work with a diverse, international team that values different perspectives and fosters mutual respect.

Compensation & Benefits

While specific salary ranges are tailored to experience and market conditions, brighthush offers a competitive total rewards package that includes:

• Equity participation: Significant shares that grow with the company’s success.
• Health, Dental, and Vision plans to support you and your family.
• 401(k) with a 3% company match to help secure your future.
• Annual learning and development budget of $700.
• Monthly wellness stipend of $100.
• Home office setup budget of $500.
• Recharge days after major product pushes to maintain work‑life balance.

How to Apply

Ready to make a tangible difference in healthcare? Join brighthush as our next Senior Technical Customer Support Engineer and help shape the future of patient care. Submit your application through the link below and let’s start a conversation about how your expertise can accelerate our mission.