Senior Technical Customer Support Engineer – North America Weekend Coverage (Thursday–Monday) – Brighthush

Introduction: Join Brighthush, the Future of AI‑Powered Customer Success

At Brighthush, we’re redefining how businesses build, deploy, and scale AI‑driven applications. Our platform empowers non‑technical founders, product managers, and developers to create intelligent agents that solve real‑world problems without writing a single line of code. As the world’s demand for AI solutions accelerates, Brighthush is positioned at the forefront of this transformation, delivering a seamless, low‑code experience that democratizes AI for everyone.

We’re looking for a passionate, technically adept Technical Customer Support Engineer to join our North American team and provide exceptional weekend coverage. If you thrive on solving complex problems, love working with cutting‑edge web technologies, and enjoy turning customer challenges into product improvements, Brighthush is the place for you.

Key Responsibilities

• Resolve Customer App Issues: Act as the first line of defense for our non‑technical customers. Diagnose and fix bugs, advise on architecture, and guide integrations to ensure their AI agents run flawlessly.
• Product & Platform Enhancement: Translate customer pain points into actionable platform updates. Work closely with our engineering team to patch bugs, add features, and prevent recurrence of issues.
• Knowledge Base Stewardship: Maintain and expand both public and internal documentation. Keep troubleshooting guides, FAQs, and release notes current and accessible.
• Automation & Workflow Optimization: Build scripts, bots, and tools that streamline support processes. Aim to scale support capacity so one engineer can effectively handle hundreds of tickets daily.
• Incident Management: Serve as the primary responder for platform incidents during your shift. Coordinate status updates, communicate with customers, and lead root‑cause investigations.
• Customer Advocacy: Represent the voice of the customer in product meetings. Provide insights that shape future releases and improve user experience.

Essential Qualifications

• Proven experience with TypeScript and React in production environments.
• Deep understanding of web fundamentals – HTTP, REST/GraphQL APIs, authentication flows, and relational/non‑relational databases.
• Track record of debugging production issues: interpreting logs, tracing requests, creating minimal reproducible test cases, and delivering timely fixes.
• Strong systems thinking: ability to assess scalability, reliability, performance, and security implications of changes.
• Excellent written communication: clear, concise, and audience‑specific documentation and email responses.
• Prior customer‑facing role (support, pre‑sales, post‑sales, or sales) with a demonstrated ability to close 50+ tickets per day.
• Comfortable working in a fast‑paced, high‑impact environment with a bias for action.

Preferred Qualifications

• Experience with AI SDKs and integrating large language models (OpenAI, Anthropic, Google).
• Knowledge of PostgreSQL, Redis, ClickHouse and ORMs such as Drizzle.
• Familiarity with IaC tools (CDK, Terraform) and containerization (Docker).
• Exposure to observability stacks (OpenTelemetry, logging, metrics) and incident response frameworks.
• Background in building automation tools or bots to improve support workflows.
• Interest in transitioning to a full‑time software engineering, pre‑sales, or post‑sales engineering role after 6–12 months.

Skills & Competencies

• Technical Proficiency: Mastery of TypeScript, React, and modern web development practices.
• Problem‑Solving: Ability to dissect complex issues, identify root causes, and devise elegant solutions.
• Communication: Clear articulation of technical concepts to non‑technical stakeholders.
• Collaboration: Comfortable working cross‑functionally with engineering, product, and customer success teams.
• Adaptability: Thrive in a dynamic environment where priorities shift quickly.
• Customer‑Centric Mindset: Passion for delivering outstanding customer experiences.

Career Growth & Learning Opportunities

At Brighthush, we believe in continuous learning and career progression. As a Technical Customer Support Engineer, you’ll:

• Gain deep exposure to our AI platform architecture and product roadmap.
• Collaborate with senior engineers on feature design and platform scaling.
• Participate in hackathons, code reviews, and knowledge‑sharing sessions.
• Receive mentorship from experienced product and engineering leaders.
• Have the option to transition into a full‑time software engineering, pre‑sales, or post‑sales engineering role after 6–12 months.

Work Environment & Company Culture

Brighthush is a fully remote, distributed team that values autonomy, transparency, and impact. Our culture is built on:

• Bias for Action: We ship fast, iterate quickly, and learn from mistakes.
• Excellence: We strive for high quality, clean code, and simple, self‑serve solutions.
• Hungry & Resilient: We’re willing to work hard, break through obstacles, and deliver results.
• Inclusive & Collaborative: Diverse perspectives are encouraged, and every voice matters.
• Continuous Improvement: We invest in learning, experimentation, and professional development.

Compensation & Benefits

Competitive salary range: $75,000 – $150,000 per year, plus equity. Compensation is variable based on seniority, location, and performance. Additional benefits include:

• Unlimited AI token budget for personal experimentation.
• Take‑what‑you‑need vacation policy.
• Comprehensive health, vision, and dental coverage.
• Daily virtual coffee breaks and team lunch events.
• Guaranteed opportunities to work on high‑impact projects that shape the future of AI.

Work Hours & Timezone

This role is specifically for North American candidates or those willing to work standard New York hours. The weekend coverage schedule is Thursday through Monday, including Saturday and Sunday, with Tuesday and Wednesday off. If you prefer a Monday‑to‑Friday schedule, we have other Technical Customer Support Engineer roles available.

How to Apply

Ready to bring your technical expertise and customer‑first mindset to Brighthush? Submit your application through our careers portal and join a team that’s building the next generation of AI‑powered applications.

We look forward to hearing from you and exploring how you can help shape the future of customer success at Brighthush.