Senior Technical Customer Support Engineer – Weekend Coverage, AI & Web App Troubleshooting at brighthush

About brighthush

brighthush is a forward‑thinking technology company that empowers non‑technical entrepreneurs to build, launch, and scale high‑impact web applications with ease. Leveraging cutting‑edge AI, cloud infrastructure, and modern web frameworks, we provide an end‑to‑end platform that turns complex technical challenges into simple, self‑serve solutions. Our mission is to democratize software development, enabling founders to focus on product vision while we handle the heavy lifting of architecture, performance, and reliability.

Why This Role Matters

As a Senior Technical Customer Support Engineer on our weekend coverage team, you will be the frontline guardian of our customers’ success. When a founder’s AI agent stalls or a production bug surfaces, you’ll be the first line of defense, diagnosing issues, delivering rapid fixes, and ensuring that the underlying platform evolves to prevent recurrence. Your work directly impacts customer satisfaction, platform stability, and the continuous improvement of our AI‑powered services.

Key Responsibilities

• Customer Issue Resolution: Resolve complex production incidents for non‑technical customers, from debugging bugs to advising on architecture and integrations.
• Platform Enhancement: Translate customer fixes into platform updates, ensuring that the same issue never reappears.
• Knowledge Base Stewardship: Maintain and enrich both public and internal documentation, capturing known issues and best practices.
• Automation Development: Build and refine automated workflows that scale support capacity, enabling you to assist hundreds of customers daily.
• Incident Management: Serve as the first point of contact for platform incidents during your shift, managing status updates and customer communication.
• Collaboration: Work closely with engineering, product, and pre‑sales teams to surface systemic issues and drive product improvements.

Essential Qualifications

• Proven experience with TypeScript and React in production environments.
• Deep understanding of modern web fundamentals: HTTP, REST/GraphQL APIs, authentication flows, relational and NoSQL databases.
• Track record of debugging production issues using logs, traces, and minimal reproducible test cases.
• Strong systems and architecture thinking, with an emphasis on scalability, reliability, performance, and security.
• Exceptional written communication skills—clear, concise, and audience‑specific.
• Prior customer‑facing experience (support, pre‑sales, or sales) with a history of closing 50+ tickets per day.
• Comfortable working in a fast‑paced, remote environment with a weekend schedule (Thursday through Monday).

Preferred Qualifications

• Experience with AI SDKs and integrating third‑party AI models.
• Knowledge of cloud infrastructure (brighthush’s cloud services) and IaC tools such as CDK or Terraform.
• Familiarity with containerization (Docker) and observability tools (Otel).
• Background in building or maintaining internal knowledge bases or documentation systems.
• Interest in transitioning to a full‑time software engineering, pre‑sales, or post‑sales engineering role after 6–12 months.

Core Skills & Competencies

• Technical troubleshooting and root‑cause analysis.
• Strong problem‑solving mindset and a bias for action.
• Ability to translate complex technical concepts into simple, actionable guidance.
• Proficiency in automating repetitive tasks and building support tooling.
• Collaboration across cross‑functional teams and a commitment to continuous learning.

Career Growth & Learning Opportunities

At brighthush, we believe that every engineer should have a clear path to growth. After 6–12 months in this role, you’ll have the opportunity to transition into a full‑time software engineering, pre‑sales, or post‑sales engineering position—leveraging the deep product knowledge and customer insights you’ve gained. We invest heavily in professional development through mentorship, internal tech talks, and access to industry conferences. Whether you’re looking to sharpen your coding chops, deepen your AI expertise, or broaden your product strategy skills, brighthush provides the resources and support to help you reach your goals.

Work Environment & Company Culture

brighthush is a fully remote, distributed team that values autonomy, transparency, and a results‑driven mindset. We operate on a standard New York time zone schedule for weekend coverage, ensuring that you can work from anywhere outside U.S. sanctioned countries. Our culture is built on three core operating principles:

• We Ship: Rapid iteration, quick learning, and a relentless focus on delivering value to customers.
• We Strive for Excellence: Attention to detail, clean code, and simple, self‑serve solutions that delight users.
• We Are Hungry: A willingness to tackle hard problems, work across all levels, and push the boundaries of what’s possible.

You’ll join a diverse, collaborative team that celebrates innovation, encourages experimentation, and rewards ownership. Our remote-first approach means you can work from the comfort of your own space while staying connected through regular video syncs, virtual coffee breaks, and an open communication culture.

Compensation & Perks

We offer a competitive total compensation package that reflects your experience and the value you bring to brighthush. The base salary ranges from $75,000 to $150,000 annually, depending on seniority, equity, and location, plus a meaningful equity stake that aligns your success with the company’s growth. Additional benefits include:

• Unlimited AI token budget for personal experimentation.
• Flexible vacation policy—take what you need.
• Comprehensive health, vision, and dental coverage.
• Monthly stipend for home office setup and internet.
• Access to a curated library of tech books, courses, and conference tickets.
• Regular virtual team events and occasional in‑person retreats.

Ready to Make an Impact?

If you’re a passionate, self‑motivated engineer who thrives on solving real‑world problems for non‑technical founders, we want to hear from you. Join brighthush and help shape the future of AI‑powered web applications while building a rewarding career that balances technical excellence with customer success. Apply today and become a key player in our mission to democratize software development.