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About brighthush
brighthush is a leading digital ecosystem that empowers millions of small and medium‑size businesses across Europe to thrive online. With a portfolio of more than 60 high‑performance brands, we provide end‑to‑end solutions that range from domain registration, email, shared hosting, and e‑commerce platforms to advanced SaaS offerings such as compliance tools, marketing automation, and team collaboration suites. Our mission is simple: deliver best‑in‑class expertise and services that help entrepreneurs and enterprises grow faster, smarter, and more sustainably.
Why brighthush?
At brighthush, we blend cutting‑edge technology with a human‑centric approach. We believe that every customer interaction is an opportunity to create lasting value. Our culture is built on transparency, continuous learning, and a deep commitment to diversity, equity, and inclusion. Whether you’re a seasoned engineer or a passionate support professional, you’ll find a place where your voice matters, your ideas are heard, and your career can flourish.
Role Overview
We are looking for a Customer Experience Technical Associate who excels at the intersection of technical support and genuine customer care. In this role, you will be the first line of defense for our hosting and related services, handling tickets, live chats, and phone calls. You’ll diagnose and resolve complex technical issues, advise customers on scaling their services, and translate their feedback into actionable product improvements. Your work will directly influence customer satisfaction, product quality, and the overall success of brighthush’s ecosystem.
Key Responsibilities
- Technical Support: Resolve customer issues related to hosting, domain, email, and web services via tickets, chat, and phone.
- Infrastructure Monitoring: Participate in the monitoring of critical infrastructure components, identify anomalies, and report incidents promptly.
- Mentorship: Coach and support junior HelpDesk agents, sharing best practices and troubleshooting techniques.
- Incident Management: Escalate tickets to the infrastructure team when necessary and coordinate incident resolution.
- Bug Reporting: Document and report software bugs to the development team with clear reproduction steps.
- Cross‑Sales & Upselling: Identify opportunities to recommend additional services that align with customer needs.
- Product Feedback: Capture customer insights and relay them to product managers to drive continuous improvement.
- Migration Support: Assist the Migration Department with seamless transfers of customer data and services.
- Service Development: Contribute to the design and implementation of new hosting features and enhancements.
- Ad‑hoc Projects: Take on additional responsibilities that support brighthush’s strategic objectives and growth initiatives.
Essential Qualifications
- Proven experience with Linux and Windows operating systems.
- Solid knowledge of web and database servers (Apache, Nginx, MySQL, MSSQL).
- Hands‑on expertise with mail services (Postfix, Dovecot, SMTP, IMAP, POP3, Sieve).
- Familiarity with DNS services (Bind, PowerDNS).
- Proficiency in Plesk or cPanel control panels.
- Experience with monitoring tools such as Nagios, Prometheus, or similar.
- Working knowledge of CMS platforms (WordPress, Joomla, Drupal).
- Basic understanding of Node.js, Ruby on Rails, CDN, virtualization, and related technologies.
- Exceptional troubleshooting skills and meticulous attention to detail.
- Excellent written and verbal communication in English (Greek is a plus).
- Strong teamwork, cooperation, and a collaborative spirit.
- Self‑leadership and initiative‑driven mindset.
- Commitment to delivering professional, friendly customer support.
Preferred Qualifications
- Experience in a SaaS or hosting environment with a customer‑centric focus.
- Knowledge of cloud platforms (AWS, Azure, GCP) and containerization (Docker, Kubernetes).
- Certifications such as CompTIA A+, Network+, Linux+, or Microsoft Certified Solutions Associate.
- Experience with ticketing systems (Zendesk, Freshdesk, Jira Service Desk).
- Background in scripting (Bash, PowerShell, Python) for automation tasks.
Skills & Competencies
- Technical Acumen: Ability to diagnose and resolve complex technical problems across multiple platforms.
- Customer Empathy: Deep understanding of customer pain points and a passion for delivering exceptional service.
- Communication: Clear, concise, and professional communication in both written and spoken form.
- Problem‑Solving: Analytical mindset with a systematic approach to troubleshooting.
- Collaboration: Works effectively across cross‑functional teams (engineering, product, sales, migration).
- Adaptability: Thrives in a fast‑moving environment with evolving technologies and processes.
- Continuous Learning: Eager to stay current with industry trends, new tools, and best practices.
Career Growth & Learning
At brighthush, your professional development is a priority. We offer:
- Structured mentorship programs with senior engineers and product leaders.
- Access to industry conferences, webinars, and training courses.
- Clear career pathways from Technical Associate to Senior Support Engineer, Infrastructure Specialist, or Product Manager.
- Opportunities to lead cross‑functional projects and influence product roadmaps.
- Regular performance reviews and personalized growth plans.
Work Environment & Culture
Our culture is defined by:
- Diversity & Inclusion: We celebrate differences and foster an environment where everyone feels respected and heard.
- Transparency: Open communication channels, regular town‑hall meetings, and accessible leadership.
- Collaboration: Cross‑departmental projects, knowledge sharing sessions, and a supportive team spirit.
- Work‑Life Balance: Flexible working hours, remote work options, and a focus on well‑being.
- ESG Commitment: Sustainable practices, community outreach, and a dedication to reducing our environmental footprint.
Compensation & Benefits
While specific figures vary by location and experience, brighthush offers a competitive salary package that includes:
- Base salary aligned with industry standards.
- Performance‑based bonuses and incentive programs.
- Comprehensive health, dental, and vision insurance.
- Retirement savings plan with company match.
- Generous paid time off, including vacation, sick leave, and personal days.
- Professional development budget and tuition reimbursement.
- Employee wellness initiatives, such as gym memberships and mental health support.
- Team events, hackathons, and community service days.
How to Apply
Ready to make a real impact? Join brighthush and help shape the future of digital hosting and SaaS solutions. Submit your application through our careers portal or click the link below to start your journey with us.
Apply for this job