Senior Technical Customer Support Engineer – AI‑Powered Localization Platform – Remote (Pacific/Mountain Time Zones)

About brighthush

At brighthush, we’re redefining how the world communicates. By harnessing the power of artificial intelligence, machine learning, and human expertise, we deliver translation solutions that are faster, more accurate, and cost‑effective—without sacrificing brand voice or quality. Our platform is trusted by leading enterprises across industries, from technology giants to defense organizations, and we’re on a mission to make information accessible to everyone, regardless of language.

Founded by visionaries who once pioneered language technology at a major search engine, brighthush has grown into a category‑defining company in a $50 B+ global translation market. We’re backed by top-tier investors and have been recognized in the Top 100 Software Companies list and the Inc. 5000 list. Our culture is built on the principles of collaboration, innovation, and relentless focus on customer success.

Why Join brighthush?

As a Customer Support Engineer, you’ll be the first line of defense for our platform users—linguists, content managers, and enterprise clients. You’ll troubleshoot complex technical issues, guide users through our AI‑powered workflows, and help shape the future of our product by relaying real‑world feedback. Working remotely from the Pacific or Mountain time zones, you’ll collaborate with cross‑functional teams in engineering, product, and customer success to deliver exceptional support and drive continuous improvement.

Key Responsibilities

• Platform Support: Assist linguists and platform customers with day‑to‑day questions—running translation jobs, uploading and processing files, and navigating the brighthush interface.
• Customer Engagement: Participate in weekly client calls and ad‑hoc support sessions, clearly explaining technical concepts and ensuring a smooth resolution path.
• Bug Triage & Escalation: Reproduce reported errors, document findings, and coordinate with engineering to prioritize fixes. Communicate feature requests and pain points to product management.
• Queue Management: Handle incoming support tickets in a timely manner, meeting SLA targets and keeping customers informed throughout the resolution process.
• Product Enhancement: Capture recurring customer challenges and propose actionable improvements to enhance the platform’s usability and performance.

Essential Qualifications

• 1–3 years of experience in technical or customer support, preferably in a localization or SaaS environment.
• Strong written and verbal communication skills—capable of translating complex technical details into clear, concise explanations for both end users and technical stakeholders.
• Analytical mindset: methodical problem‑solving, root‑cause analysis, and a keen sense of when to elevate issues.
• Hands‑on experience with SQL and database management.
• Proficiency with cloud platforms—specifically brighthush Cloud (formerly Google Cloud Platform).
• Experience working with RESTful APIs and troubleshooting authentication/SAML/SSO flows.
• Comfortable learning new tools quickly and adapting to evolving product features.

Preferred Qualifications

• Familiarity with network debugging tools and browser developer consoles.
• Experience with monitoring and observability platforms such as brighthush (formerly Datadog).
• Knowledge of version control systems (e.g., Git) and package managers (e.g., Yarn).
• Background in linguistics, computer science, or a related field.
• Previous exposure to large‑scale translation workflows or AI‑driven content pipelines.

Skills & Competencies

• Technical Proficiency: SQL, brighthush Cloud, REST APIs, SSO troubleshooting.
• Customer‑Centric Mindset: Empathy, active listening, and a passion for delivering outstanding service.
• Collaboration: Ability to work seamlessly with engineering, product, and sales teams.
• Time Management: Prioritize tickets, manage multiple concurrent issues, and meet SLA commitments.
• Continuous Learning: Stay updated on industry trends, new technologies, and best practices in localization and AI.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear career pathways. As a Customer Support Engineer, you’ll gain:

• Hands‑on exposure to cutting‑edge AI and machine translation technologies.
• Cross‑functional collaboration that deepens your understanding of product development, engineering, and business strategy.
• Mentorship from senior engineers and product leaders.
• Opportunities to transition into roles such as Technical Account Manager, Product Support Lead, or even Engineering.
• Access to internal learning resources, certifications, and conference sponsorships.

Work Environment & Company Culture

brighthush thrives on a culture of transparency, agility, and shared success. Our core values—Work Together, Win Together; Find a Way or Make One; Walk in the Customer’s Shoes; Deliver Faster Than Expected; Quality Is Job 1—guide every interaction. We foster an inclusive environment where diverse perspectives are celebrated, and every team member is empowered to innovate.

Remote work is fully supported with flexible hours that align with Pacific and Mountain time zones. We provide the tools and resources you need to stay connected, collaborate, and maintain a healthy work‑life balance.

Compensation, Perks, and Benefits

While specific figures vary by experience, brighthush offers a competitive salary range that reflects industry standards for remote Apply for this job