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About brighthush
brighthush is a trailblazer in the world of AI‑driven contact center technology, delivering cloud‑native platforms that empower businesses to connect with their customers in smarter, faster, and more personalized ways. Our mission is simple yet ambitious: to transform every customer interaction into an opportunity for delight, using cutting‑edge observability, analytics, and automation. With a global footprint that spans North America, Europe, and Asia, we are proud to be a leading force in the Information Technology sector, constantly pushing the boundaries of what’s possible in customer experience.
Why brighthush?
At brighthush, we believe that the heart of any great product is the people who build and support it. That’s why we invest heavily in our teams, offering a culture that values curiosity, collaboration, and continuous learning. Whether you’re a seasoned engineer or just starting your career, you’ll find:
- Access to the latest cloud technologies and AI research.
- Mentorship from industry veterans who are passionate about mentorship.
- A flexible, remote‑first environment that respects work‑life balance.
- Opportunities to shape the future of contact center solutions across the globe.
Position Overview
We are seeking a Customer Support Engineer to join our dynamic support team. In this role, you will be the first line of defense for our customers, ensuring that their experience with our AI‑powered platform is seamless, reliable, and exceptional. You will work closely with engineering, product, and sales teams to diagnose, troubleshoot, and resolve complex technical issues, while also contributing to the continuous improvement of our support processes.
Key Responsibilities
- Provide high‑quality, timely support for customer‑reported incidents across our cloud platform.
- Diagnose and resolve technical problems involving SQL queries, cloud observability dashboards, API integrations, and platform configuration.
- Escalate unresolved issues to the appropriate engineering or product teams, ensuring clear communication and follow‑up.
- Document root causes, workarounds, and permanent fixes in our knowledge base to reduce repeat incidents.
- Participate in on‑call rotations, maintaining a 24/7 support coverage model.
- Collaborate with cross‑functional teams to identify recurring patterns and propose proactive solutions.
- Contribute to the development of support playbooks, troubleshooting guides, and best‑practice documentation.
- Track and report on key support metrics such as ticket volume, resolution time, and customer satisfaction.
Essential Qualifications
- Minimum of 2 years of technical support experience, preferably in a SaaS or cloud‑based environment.
- Strong troubleshooting skills with a proven ability to diagnose complex issues quickly.
- Hands‑on experience with SQL and relational databases.
- Familiarity with cloud observability tools (e.g., SigNoz, Grafana, Prometheus).
- Proficiency in using support platforms such as Zendesk, Jira, and GitHub.
- Excellent written and verbal communication skills in English.
- Legal authorization to work in the Philippines without sponsorship.
- Willingness to participate in on‑call rotations and respond to incidents outside of normal business hours.
Preferred Qualifications
- Experience with API testing tools such as Postman or Insomnia.
- Knowledge of telecommunication APIs (Twilio, Telnyx) and how they integrate with contact center workflows.
- Background in AI or machine learning concepts, especially as they relate to customer experience.
- Experience with cloud platforms like Google Cloud Platform (GCP) or AWS.
- Previous exposure to incident management frameworks (ITIL, SRE).
- Fluency in additional languages (Tagalog, Filipino, or other regional languages).
Core Skills & Competencies
- Analytical mindset with a passion for problem‑solving.
- Strong technical aptitude and a willingness to learn new tools quickly.
- Customer‑centric approach, always aiming to exceed expectations.
- Effective collaboration across remote teams and time zones.
- Adaptability to fast‑changing priorities and high‑volume environments.
- Attention to detail in documentation and knowledge‑base contributions.
Career Growth & Learning Opportunities
At brighthush, we view every support engineer as a future leader. Your journey with us can evolve in several exciting directions:
- Technical Specialist Path: Deepen your expertise in cloud observability, AI integration, and platform architecture, eventually becoming a subject‑matter expert.
- Product Management Track: Leverage your frontline insights to influence product roadmaps and feature prioritization.
- Engineering Transition: Transition into a full‑stack or backend engineering role, supported by mentorship and internal training.
- Regular participation in hackathons, internal workshops, and industry conferences to keep your skills sharp.
Work Environment & Culture
Our remote‑first culture means you can work from anywhere in the Philippines, with flexible hours that respect your personal commitments. We foster a collaborative atmosphere through:
- Weekly virtual town‑halls and team stand‑ups.
- Open communication channels on Slack, Teams, and Zoom.
- Peer‑to‑peer learning sessions and lunch‑and‑learn events.
- A culture of psychological safety where ideas are welcomed and experimentation is encouraged.
Compensation & Perks
We offer a competitive salary range of USD 25,000 – 30,000 per year, commensurate with experience. In addition to base pay, you will receive:
- Health and dental insurance coverage.
- Retirement plan with company matching.
- Annual performance bonuses and spot awards.
- Generous paid time off and flexible holiday scheduling.
- Access to a digital learning platform with courses on cloud, AI, and soft skills.
- Monthly wellness stipend for home office upgrades or fitness memberships.
How to Apply
If you are passionate about delivering world‑class support, thrive in a fast‑paced environment, and want to be part of a company that is redefining customer experience, we would love to hear from you. Submit your resume and a brief cover letter outlining why you’re the perfect fit for brighthush.
Join brighthush Today!
Be part of a team that is not only building cutting‑edge technology but also shaping the future of how businesses connect with their customers. Your expertise will directly impact millions of users worldwide, and your growth will be supported every step of the way. Apply now and help us bring brighter, smarter, and more efficient customer interactions to the world.
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