Senior Technical Customer Support Engineer – EMEA Weekend Coverage (Thursday to Monday) – AI & Cloud Platform Specialist

About brighthush

brighthush is a trailblazing AI‑powered platform that empowers businesses to build, deploy, and scale intelligent applications with unprecedented speed and reliability. Our mission is to democratize AI by providing a seamless, low‑code environment that lets developers focus on solving real problems instead of wrestling with infrastructure. With a growing global customer base that spans fintech, e‑commerce, health tech, and beyond, we are on a relentless quest to push the boundaries of what AI can do for everyday workflows.

Why This Role Matters

In the fast‑moving world of AI, the difference between a product that delights customers and one that frustrates them often comes down to how quickly and effectively technical issues are resolved. As a Weekend Technical Customer Support Engineer at brighthush, you will be the frontline hero who keeps our customers’ applications running smoothly during the critical off‑peak hours. Your expertise will directly influence customer satisfaction, retention, and the overall success of our platform.

Key Responsibilities

• Resolve Customer App Issues – Work closely with non‑technical customers to diagnose and fix bugs, optimize architecture, and integrate third‑party services. Your goal is to deliver a complete, production‑ready solution that keeps their AI agents running flawlessly.
• Drive Product Improvements – Every customer interaction is an opportunity to learn. Translate real‑world problems into actionable enhancements for our core platform, ensuring that similar issues are prevented in the future.
• Maintain Knowledge Base – Curate and update both public and internal documentation, including troubleshooting guides, best‑practice articles, and known‑issue trackers. Your clear, concise writing will become the go‑to resource for the entire support and engineering teams.
• Build Automation Workflows – Design and implement scripts, bots, and monitoring tools that streamline repetitive support tasks. By automating routine workflows, you’ll free up time to tackle more complex challenges and potentially support hundreds of customers daily.
• Incident Management – Serve as the first point of contact for platform incidents during your shift. Coordinate status updates, communicate with stakeholders, and lead root‑cause investigations to restore service as quickly as possible.

Essential Qualifications

• Technical Expertise – Proficiency in TypeScript and React, coupled with a deep understanding of modern web app fundamentals (HTTP, RESTful APIs, authentication, relational and NoSQL databases).
• Debugging Proficiency – Demonstrated ability to troubleshoot production issues using logs, distributed tracing, and minimal reproducible test cases. You should be comfortable navigating complex stack traces and pinpointing root causes under pressure.
• Systems & Architecture Thinking – Strong grasp of scalability, reliability, performance, and security principles. You’ll evaluate architectural decisions and recommend improvements that align with brighthush’s high‑availability goals.
• Communication Skills – Exceptional written communication. You’ll translate technical concepts into clear, audience‑specific guidance for non‑technical stakeholders.
• Customer‑Facing Experience – Prior exposure to sales, pre‑sales, or support roles where you interacted directly with customers and understood their pain points.
• Ticket Volume – Proven track record of closing 50+ tickets per day in a high‑velocity support environment.

Preferred Qualifications

• Experience with AI SDKs, temporal workflows, and serverless architectures.
• Familiarity with IaC tools such as CDK or Terraform, and container orchestration (Docker, Kubernetes).
• Knowledge of observability stacks (OpenTelemetry, Grafana, Prometheus).
• Background in cloud platforms (AWS, Cloudflare) and database technologies (PostgreSQL, Redis, ClickHouse).
• Passion for automation: scripting in Python, Bash, or Node.js to streamline support processes.

Work Schedule & Time Zone

This role is tailored for professionals based in Europe, the Middle East, or Africa who can comfortably work during GMT+2 hours. You will cover the weekend shift from Thursday 8 AM to Monday 5 PM, including Saturday and Sunday. Tuesday and Wednesday are your days off. If you prefer a traditional Monday‑to‑Friday schedule, we have other Technical Customer Support Engineer openings available.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and offering clear career pathways. After 6–12 months, you may transition into one of the following full‑time roles, depending on your interests and performance:

• Software Engineer – Dive deeper into building the platform’s core features.
• Pre‑Sales Engineer – Leverage your technical expertise to guide prospects through demos and proof‑of‑concepts.
• Post‑Sales Engineer – Work closely with customers to ensure successful adoption and long‑term value realization.

Continuous learning is embedded in our culture. You’ll have access to a generous internal learning budget, mentorship from senior engineers, and the chance to contribute to open‑source projects that shape the future of AI infrastructure.

Company Culture & Values

brighthush operates on a set of core principles that guide every decision we make. We are committed to:

• Ship Fast, Iterate Quickly – We prioritize rapid delivery and continuous improvement. Mistakes are learning opportunities, not setbacks.
• Strive for Excellence – Quality is non‑negotiable. We obsess over details, deliver elegant solutions, and take pride in our work.
• Be Hungry and Resilient – We tackle challenges head‑on, push boundaries, and never settle for the status quo.

Our environment is collaborative, inclusive, and high‑energy. We celebrate diversity of thought, encourage experimentation, and reward bold ideas that drive customer success.

Benefits & Compensation

While specific numbers vary by seniority and location, the base salary range for this role is $60,000 – $120,000 per year, supplemented by equity that reflects your impact on the company’s growth. Additional perks include:

• Unlimited AI token budget – experiment freely with the latest models.
• Take‑What‑You Need vacation policy – balance work and life on your terms.
• Comprehensive healthcare, vision, and dental coverage.
• Daily on‑site meals, snacks, and a vibrant office culture (for those who choose to work in‑office).
• Guaranteed opportunities to work on high‑impact projects that shape the industry.

How to Apply

If you’re ready to become an integral part of a fast‑growing AI platform, help customers thrive, and grow your career in a supportive, innovative environment, we want to hear from you. Submit your application through the brighthush careers portal and let’s build the future of AI together.