Senior Technical Customer Support Engineer – APAC Weekend Coverage at brighthush

About brighthush

brighthush is a trailblazing AI‑powered platform that empowers businesses worldwide to build, deploy, and scale intelligent applications with ease. By combining cutting‑edge machine learning models, robust cloud infrastructure, and a developer‑first philosophy, we help our customers turn complex data into actionable insights and seamless user experiences. Our mission is to democratize AI, making it accessible to teams of all sizes, from startups to Fortune 500 enterprises.

As a global leader in AI solutions, brighthush is committed to fostering a culture of innovation, collaboration, and continuous learning. We believe that the best ideas come from diverse perspectives, and we strive to create an inclusive environment where every team member can thrive.

Why Join brighthush?

• Impactful Work: Your support will directly influence the success of our customers’ applications, helping them solve real‑world problems and achieve their business goals.
• Career Growth: We offer clear pathways to transition into full‑time software engineering, pre‑sales, or post‑sales roles within 6–12 months, based on your interests and performance.
• Remote Flexibility: Work from anywhere in Asia, Australia, or the Pacific while staying connected with a vibrant, distributed team.
• Competitive Compensation: Earn a base salary of $60k–$120k plus equity, with additional performance bonuses tied to your impact.
• Comprehensive Benefits: Unlimited AI token budget, take‑what‑you‑need vacation policy, full healthcare (vision & dental), daily meals and snacks, and a guarantee that you’ll produce the best work of your career.
• Operating Principles: We ship fast, strive for excellence, and are hungry for success—principles that guide every decision we make.

Role Overview

As a Senior Technical Customer Support Engineer at brighthush, you will serve as the first line of defense for our customers during weekend hours (Thursday to Monday, including Saturday and Sunday). Your primary mission is to resolve complex technical issues, improve our platform, and ensure a seamless experience for non‑technical users who rely on our AI agent to power their applications.

In this role, you will:

• Diagnose and fix production bugs in customer applications, providing clear, actionable guidance.
• Collaborate with the engineering team to refine the underlying platform and AI agent, preventing future incidents.
• Maintain and enrich our knowledge base, ensuring that both internal and external stakeholders have access to accurate, up‑to‑date documentation.
• Automate repetitive support tasks, leveraging scripts, bots, and workflow tools to scale your impact.
• Act as the primary point of contact for platform incidents, managing status updates, customer communication, and post‑mortem analysis.

Key Responsibilities

Customer Issue Resolution

When a customer’s AI agent fails, you’ll step in to troubleshoot and resolve the problem. This involves:

• Analyzing logs, traces, and error messages to pinpoint root causes.
• Recreating bugs in a controlled environment to develop reproducible test cases.
• Providing clear, concise instructions to non‑technical users on how to fix or work around the issue.
• Escalating complex problems to the engineering team with detailed documentation.

Platform Improvement

Every customer interaction is an opportunity to strengthen brighthush. You’ll:

• Identify recurring failure patterns and propose architectural or code changes.
• Collaborate with product and engineering to implement fixes and enhancements.
• Validate changes in staging environments before pushing to production.
• Track the impact of improvements through metrics and customer feedback.

Knowledge Base Management

Our knowledge base is the backbone of self‑service support. Your tasks include:

• Writing and updating articles, FAQs, and troubleshooting guides.
• Ensuring documentation is accurate, accessible, and written in plain language.
• Tagging content for easy searchability and categorization.
• Reviewing and refining existing content based on customer queries.

Automation & Workflow Optimization

Efficiency is key to scaling support. You’ll:

• Build scripts and bots to automate ticket triage, status updates, and common fixes.
• Integrate third‑party tools (e.g., Slack, Jira, GitHub) to streamline communication.
• Monitor automation performance and iterate to improve reliability.

Incident Management

During your shift, you’ll be the first responder to platform incidents:

• Assess the severity and scope of incidents in real time.
• Communicate status updates to customers via email, chat, or status pages.
• Coordinate with engineering to deploy hotfixes or rollbacks.
• Lead post‑mortem reviews to capture lessons learned and prevent recurrence.

Essential Qualifications

• Technical Expertise: Deep experience with TypeScript and React, along with a solid grasp of modern web application fundamentals (HTTP, RESTful APIs, authentication, databases).
• Debugging Proficiency: Proven track record of diagnosing and resolving production issues using logs, traces, and minimal reproducible test cases.
• Systems Thinking: Ability to evaluate scalability, reliability, performance, and security implications of solutions.
• Communication Skills: Excellent written communication—capable of translating complex technical concepts into clear, concise, audience‑specific guidance.
• Customer‑Facing Experience: Prior roles in sales, pre‑sales, or support that demonstrate empathy and a service‑oriented mindset.
• Ticket Volume: Demonstrated ability to close 50+ tickets per day while maintaining quality.
• Time Zone: Reside in Asia, Australia, or the Pacific and be available for standard Sydney hours (Thursday to Monday, including weekends).

Preferred Qualifications

• Experience with AI SDKs and integration of large language models (OpenAI, Anthropic, Google).
• Knowledge of database technologies such as Postgres, Redis, and Clickhouse.
• Familiarity with infrastructure‑as‑code tools (CDK, Terraform) and containerization (Docker).
• Exposure to observability tools (OpenTelemetry) and serverless frameworks (Hono, Temporal).
• Understanding of front‑end styling frameworks like Tailwind CSS.
• Previous involvement in incident response or SRE practices.

Skills & Competencies

• Technical Proficiency: TypeScript, React, AI SDK, Postgres, Redis, Clickhouse, Tailwind, IaC (CDK, Terraform), Docker, Otel, Hono, Drizzle ORM, Temporal.
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