Seasoned Technical Customer Support Engineer – APAC Weekend Coverage & AI Platform Excellence

About brighthush

brighthush is a trailblazing AI‑powered platform that empowers non‑technical founders, product managers, and small teams to build, deploy, and scale intelligent applications without writing a single line of code. By combining a low‑code interface, a powerful AI SDK, and a robust cloud infrastructure, brighthush turns complex machine‑learning workflows into simple, repeatable processes that can be integrated into any web or mobile app. Our mission is to democratize AI, making it accessible to everyone who wants to solve real problems, not just data scientists.

As we expand our footprint across the Asia‑Pacific region, we’re looking for a highly motivated Technical Customer Support Engineer to join our dedicated weekend coverage team. This role is essential to ensuring that our most critical customers—who rely on brighthush to power mission‑critical applications—receive rapid, expert assistance whenever they need it.

Why This Role Matters

When a customer’s AI agent fails, the impact can ripple across their entire business. In a world where uptime and reliability are paramount, the ability to diagnose, resolve, and prevent issues quickly is a competitive advantage. As a Technical Customer Support Engineer on the weekend shift, you will be the first line of defense, turning frustration into confidence and ensuring that our customers can keep building and scaling their apps without interruption.

Key Responsibilities

• Resolve Customer App Issues – Work closely with non‑technical customers to troubleshoot and fix bugs, architecture misconfigurations, integration problems, and performance bottlenecks. Your goal is to fully resolve each ticket, ensuring the customer’s application runs smoothly.
• Drive Platform Improvements – Every customer interaction is an opportunity to learn. Use insights from resolved tickets to enhance the brighthush platform, AI SDK, and underlying infrastructure, preventing similar issues from recurring.
• Maintain Knowledge Base – Keep both public and internal documentation up to date. Document known issues, troubleshooting steps, and best‑practice guides so that both customers and teammates can find answers quickly.
• Automate Support Workflows – Build scripts, bots, and monitoring alerts that streamline repetitive tasks. By automating routine processes, you’ll free up time to focus on complex problems and increase your daily ticket throughput.
• Incident Management – Serve as the first point of contact for platform incidents during your shift. Coordinate status updates, communicate with customers, and collaborate with engineering to resolve incidents swiftly.

Essential Qualifications

• Proven experience with TypeScript and React – You should be comfortable building and debugging front‑end components and writing server‑side logic.
• Deep understanding of web app fundamentals – HTTP, REST/GraphQL APIs, authentication flows, relational and NoSQL databases, and caching strategies.
• Track record of debugging production issues – Ability to sift through logs, traces, and minimal reproducible test cases to isolate root causes.
• Strong systems and architecture thinking – Evaluate scalability, reliability, performance, and security implications of customer solutions.
• Excellent written communication – Craft clear, concise, and audience‑specific documentation and support tickets.
• Prior customer‑facing experience – Sales, pre‑sales, or support roles that required empathy, problem‑solving, and technical depth.
• Consistent ticket resolution rate – Demonstrated ability to close 50+ tickets per day in a fast‑paced environment.

Preferred Qualifications

• Experience with AI/ML pipelines or conversational AI platforms.
• Knowledge of cloud services (AWS, Cloudflare) and infrastructure‑as‑code tools (CDK, Terraform).
• Familiarity with observability tools (OpenTelemetry, Grafana) and container orchestration (Docker, Kubernetes).
• Background in building or maintaining knowledge bases or community forums.
• Experience automating support workflows with scripting languages (Python, Bash) or workflow engines.

Skills & Competencies

• Technical troubleshooting and root‑cause analysis.
• Customer empathy and clear communication.
• Time management and prioritization under pressure.
• Collaboration across engineering, product, and operations teams.
• Continuous learning mindset – staying current with emerging AI, cloud, and web technologies.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. After 6–12 months, you can transition into:

• Full‑time Software Engineering – Design and build new features for the brighthush platform.
• Pre‑Sales or Post‑Sales Engineering – Bridge the gap between engineering and customer success, helping prospects and customers unlock value.
• Product Management – Influence product direction based on real‑world customer feedback.

We also offer:

• Mentorship from senior engineers and product leaders.
• Access to internal training programs on AI, cloud, and DevOps.
• Conference sponsorships and hackathon participation.

Work Environment & Culture at brighthush

brighthush is a fully remote, distributed team that values flexibility, autonomy, and results. Our culture is built on:

• Bias for Action – We ship fast, iterate quickly, and learn from mistakes.
• Excellence & Simplicity – We deliver clean, self‑serve solutions that delight customers.
• Continuous Hunger – We push boundaries, work hard, and celebrate wins together.

We foster an inclusive environment where diverse perspectives are celebrated, and every team member’s voice is heard.

Compensation & Benefits

Competitive base salary ranging from $60,000 to $120,000, plus equity that reflects your seniority and location. Additional benefits include:

• Unlimited AI token budget for personal experimentation.
• Flexible vacation policy – take what you need.
• Comprehensive health, vision, and dental coverage.
• Remote work stipend to set up an ergonomic home office.
• Regular virtual team building events and quarterly all‑hands meetings.

Shift & Time Zone Requirements

This role is specifically designed for individuals residing in Asia, Australia, or the Pacific region. You will work standard Sydney hours (Thursday through Monday), covering weekends (Saturday and Sunday) and including Thursday and Monday evenings. Tuesday and Wednesday are your days off. If you prefer a Monday‑to‑Friday schedule, we have other Technical Customer Support Engineer roles available.

Technology Stack at brighthush

• Languages & Frameworks: TypeScript, React, Hono (Node.js web framework), Temporal (workflow orchestration).
• Databases & Caching: Postgres, Redis, ClickHouse.
• Infrastructure & DevOps: Docker, OpenTelemetry, IaC with CDK and Terraform.
• AI SDK & Models: OpenAI, Anthropic, Google Gemini.
• Cloud Providers: AWS, Cloudflare.

How to Apply

Ready to join a mission‑driven team that’s reshaping how businesses build AI? Submit your resume and a brief cover letter explaining why you’re the perfect fit for the weekend coverage role. We’re excited to hear how your experience and passion align with brighthush’s vision.

Apply now and become a key player in delivering world‑class support to our global customer base.