Customer Experience Engineer

About Brighterway

Brighterway builds AI-native claims software and administration for casualty claims. We started in workers' compensation medical-legal review, where our agentic document pipeline sorts, de-duplicates and summarizes some of the most document-heavy files in the industry for national medical-evaluation networks. We are now building the claims platform on top of that foundation: intake across mail, fax, phone and email, bill review, subrogation, reserving signals, a workflow language, and state and federal reporting.

We are backed by Y Combinator and Maverick Ventures. Our customers handle protected health information every day, so we run HIPAA, SOC 2 and ISO 27001 programs. The team is small and technical and sits close to customers. Everyone ships, and everyone talks to the people who use what they ship.

The role

Every customer file that comes out wrong is a support case, a product bug and a research finding at the same time. Customer Experience Engineers own that loop. You will be the first technical responder for customers, reproduce and diagnose issues across our pipelines, fix what you can, route what you cannot, and build the tooling that makes the next case faster.

What you will do

• Triage and resolve customer issues across document sorting, summaries, deliveries and the web app.

• Investigate output quality complaints with logs, dashboards and re-runs, and write clear findings for customers and engineers.

• Build internal tools: issue dashboards, re-delivery scripts, quality checks, status reports.

• Maintain customer-facing documentation and onboarding guides.

• Track issues through resolution and report recurring themes to the product team.

What we look for

• 2+ years in a technical support, solutions or support-engineering role, or software engineering with strong customer instincts.

• Scripting ability in Python or TypeScript and comfort with cloud logs and databases.

• Clear, calm written communication with customers under pressure.

Nice to have

• Experience with LLM products or document-processing systems.

• Healthcare, insurance or legal customers in your background.

How we work

• Small team, high trust, direct access to founders and customers.

• We ship to production weekly and measure ourselves on customer outcomes.

• Competitive salary and meaningful equity. Health, dental and vision coverage. Flexible time off.

Brighterway is an equal opportunity employer.

Location: San Francisco, CA (in person, Financial District office) Employment type: Full-time