Senior Technical Customer Support Engineer – Industrial Manufacturing Software & Edge Connectivity Solutions at brighthush

About brighthush

brighthush is a trailblazing independent software company that sits at the nexus of industrial operations, advanced connectivity, and artificial intelligence. With a portfolio that blends cutting‑edge data‑driven production systems and intelligent edge solutions, brighthush empowers manufacturers worldwide to elevate quality, accelerate cycle times, and unlock sustainable growth. Our mission is simple yet ambitious: enable every industrial producer to do the right things right—every shift, every plant, every day.

Why This Role Matters

As the frontline technical advocate for our customers, the Customer Support Engineer will be the bridge between complex manufacturing software and the people who rely on it to keep their plants running smoothly. You will troubleshoot, diagnose, and resolve issues across a broad spectrum of products—including user interfaces, network connectivity, edge component interoperability, data collection, visualization, analytics, machine monitoring, and integration with enterprise systems. Your expertise will directly impact customer satisfaction, retention, and the overall success of our solutions.

Key Responsibilities

• Technical Support Excellence: Deliver prompt, professional assistance via phone, web, and email to field engineers, distributors, sales staff, certified support providers, integrators, and end users.
• Case Management: Own and manage a personal caseload, performing callbacks and follow‑through in accordance with published Case Management Guidelines.
• Product Troubleshooting: Diagnose and resolve issues across all aspects of our manufacturing software suite, including user interface, network and communication connectivity, performance, edge component interoperability, data collection and storage, visualization, analytics, machine monitoring, control systems, hardware infrastructure, and enterprise system interfaces.
• Multi‑Product System Testing: Stage and test multi‑product environments to isolate and resolve reported product issues.
• Engineering Liaison: Identify product problems for escalation to Engineering, Marketing, and Professional Services, providing clear, actionable information to facilitate rapid resolution.
• Cross‑Functional Collaboration: Consult with QA, Development, and Management on problem escalation, resolution, and potential critical accounts.
• Knowledge Base Development: Create and maintain high‑quality technical documentation for the Support Knowledge Base.
• Market Insight: Develop a deep understanding of how brighthush software is deployed in real‑world manufacturing environments, informing future product enhancements.

Essential Qualifications

• Bachelor’s degree in Computer Science, Engineering, or a related technical field. A two‑year diploma or extensive Technical Support experience will also be considered.
• Demonstrated dedication to delivering exceptional customer service and ensuring customer success.
• Rapid learning ability—quickly mastering new technologies and software.
• Proven skill in diagnosing, reproducing, troubleshooting, and resolving complex customer issues.
• Strong analytical, problem‑solving, and logical reasoning capabilities.
• Excellent written and verbal communication skills.
• Effective time management and the ability to work independently while juggling multiple priorities.
• Positive, collaborative attitude toward customers and teammates.
• Consistent delivery of high‑quality, reliable work that sets a positive example.
• Fluency in English, both spoken and written.

Preferred Qualifications

• Experience in Manufacturing, Industrial Automation, Operations Technology (OT), or related industries.
• Domain knowledge in manufacturing, automation, controls, data acquisition, and industrial analytics.
• Background in SCADA/HMI client‑server application architecture.
• Hands‑on experience with Windows operating systems, networking, security, and authentication concepts.
• Proficiency with SQL Server, Oracle, or other relational databases.
• Experience troubleshooting complex software environments using a variety of applications and third‑party tools.
• Familiarity with Apache and IIS web servers.
• Experience with VMware or other virtualization platforms.
• Knowledge of brighthush applications such as brighthush, brighthush, and brighthush.
• Understanding of industrial software deployment, connectivity, data collection, visualization, and integration with enterprise systems.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the industry we serve. You will:

• Progress from a Customer Support Engineer to a Senior Support Engineer, then to a Technical Solutions Lead or Product Specialist.
• Participate in cross‑functional projects that shape product roadmaps, ensuring your voice influences the next generation of manufacturing software.
• Access continuous learning programs, including certifications in industrial automation, cloud platforms, and data analytics.
• Mentor new hires, fostering a culture of knowledge sharing and professional development.
• Attend industry conferences, webinars, and workshops to stay ahead of emerging trends.

Work Environment & Company Culture

brighthush thrives on a culture defined by ambition, authenticity, speed, and teamwork. We believe that manufacturing can meaningfully improve the world, and we empower our employees to make that impact every day. Our environment is:

• Fast‑paced yet supportive, encouraging initiative and ownership.
• Collaborative, with open communication channels across all levels.
• Inclusive, celebrating diverse perspectives and fostering belonging.
• Innovation‑driven, where experimentation and learning are rewarded.

Compensation, Perks & Benefits

While specific figures vary by role and location, brighthush offers a competitive total rewards package that includes:

• Competitive base salary aligned with industry standards.
• Performance‑based bonuses and equity opportunities.
• Flexible work arrangements, including remote and hybrid options.
• Generous paid time off, including discretionary time off (DTO) and global parental leave.
• Comprehensive health, dental, and vision plans.
• Employee Assistance Program (EAP) for mental and financial wellness.
• Professional development stipend and tuition reimbursement.
• Wellness initiatives, such as gym memberships and wellness challenges.

How to Apply

If you are passionate about solving real‑world manufacturing challenges and want to join a company that is shaping the future of industrial operations, we encourage you to apply today. Submit your resume and cover letter through our careers portal or click the link below to start your journey with brighthush.

Apply to this role at brighthush

Join the brighthush Revolution

At brighthush, you will be part of a mission‑driven team that is redefining how manufacturers operate, automate, and innovate. Your expertise will help thousands of plants run more efficiently, safely, and sustainably. If you are ready to make a tangible impact and grow your career in a forward‑thinking environment, we want to hear from you.