Customer and Field Engineer

HushOne, Inc.; Kirkland (WA); Hybrid; USD 90,000 - 120,000; Full time

Benefits offered by this job

Stock options

401(k) with match

Annual bonus

Gym membership

Benefits app discounts

Referral program

Job summary

HushOne, Inc. is seeking a user-focused support engineer to set up pilot systems, diagnose issues, and teach customers how to control their agents.

You will protect user privacy, minimize data exposure, and feed insights back to product, docs, and hardware teams for continuous improvement. The role emphasizes clear communication with customers without tech background, solving recurring issues, and writing up learnings for engineering action.

Qualifications

• Technical troubleshooting and patient communication.
• Explain a complex issue clearly to someone without background and keep their trust.
• Prevent the problem from returning rather than just closing the ticket.
• Document what you learned so engineering can act on it.

Responsibilities

• Set up pilot systems, diagnose problems and teach users how to control their agents.
• Use temporary, consented support access and minimize exposure to personal data.
• Feed recurring issues into product, documentation and hardware improvements.
• Help a user recover a failed device while preserving confidentiality and explaining what can/cannot be restored.

Skills

Technical troubleshooting

Patient communication

Explain complex issues

Prevent reoccurring problems

Job description

You help the product succeed in real homes and workplaces, and turn installation and support into engineering understanding rather than a ticket queue. What you learn in somebody's living room is the most valuable and least available information the company has.

The work:

Set up pilot systems, diagnose problems and teach users how to control their agents. Use temporary, consented support access and minimize exposure to personal data. Feed recurring issues into product, documentation and hardware improvements.

What good looks like:

In your first 90 days, support a pilot cohort and eliminate one repeated failure through a documented product or process change.

Evidence we look for:

Bring technical troubleshooting and patient communication. Show how you explained a complex issue clearly, protected customer trust and prevented the problem from returning.

Required:

• Technical troubleshooting plus patient communication, both
• You have explained a complex issue clearly to somebody without the background, and kept their trust
• You prevent a problem returning rather than closing the ticket
• You will write up what you learned so engineering can act on it

Nice to have:

• Field service or on-site installation experience
• Consumer hardware support
• You have built a support knowledge base people used

The exercise:

Help a user recover a failed device while preserving confidentiality and explaining what can and cannot be restored.

How we work:

We work together in the office, five days a week, and you can be based at any of our garages: Kirkland Garage (Kirkland, WA); UAE Garage (Dubai, Dubai). We hire across the United States, India and the UAE. We are remote-friendly around family: if you need to work from home some days to look after the people you love, we arrange that with you one person at a time, and we encourage people to use it rather than tough it out.

Pay:

We publish what we pay. Indicative ranges by market and level are on our compensation page, and they are realistic going market rates rather than headline numbers. Wherever we hire we pay at least the local market rate, and for full-time roles our floor is a living wage, never the statutory minimum. Compensation is reviewed every year and on promotion.

Equity:

Every full-time teammate gets stock options. Four-year vesting with a one-year cliff, sized to role, level and impact, and confirmed in writing at offer. High performers earn refresh grants.

Bonus and commission:

An annual performance bonus tied to clear company and personal goals, indicatively 10 to 20 percent of base for non-sales roles. Customer-facing roles carry on-target earnings, typically a 50/50 split of base and variable, with uncapped commission and accelerators above quota.

Health and peace of mind:

Medical, dental and vision for you and your family, plus life and disability cover. We have chosen the highest plan tier available to us rather than the cheapest one that clears the bar, because the point of this is that you never have to think about it. The specific plan numbers are confirmed in your offer letter.

401(k) with company matching:

A 401(k) with a company match, so the years you spend here compound into something that is yours whatever happens next. The match formula is confirmed in your offer letter.

AI tokens:

A budget of AI tokens of your own, because a company that says you should own your AI cannot be the company that rations it. Use them on the work and on whatever you are curious about.

Gym, and the everyday things:

A gym membership, and a corporate benefits programme with its own app, where you redeem real discounts with a long list of retailers on the ordinary purchases of a life.

Family:

We are remote-friendly around your family, arranged one person at a time, and we would rather you took it than toughed it out.

Referrals:

Refer someone we hire full-time who stays a year and you get $1,000 plus $10,000 in referral stock-based equity, on top of your own package.