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About brighthush
brighthush is a global leader in customer experience and technical support, redefining how brands connect with their audiences across the digital landscape. Since 2007, we have partnered with startups, mid‑market innovators, and Fortune 500 companies to deliver world‑class support, content moderation, community management, and trust & safety services. Our reach spans more than 90 countries and 50 languages, empowering brands such as Spotify, VSCO, Vimeo, and Tourism Ireland to thrive in an ever‑evolving marketplace.
At brighthush, we believe that technology and empathy go hand in hand. Our remote‑first culture means you can work from anywhere while collaborating with a diverse team of experts who are passionate about gaming, software, and digital media. If you’re ready to join a forward‑thinking organization that values creativity, continuous learning, and impact, you’ve found the right place.
Why This Role Is a Game‑Changer
We’re on the hunt for a highly skilled Technical Customer Support Specialist who can bridge the gap between our clients’ game development platforms and their end‑users. This role is pivotal in ensuring that developers receive rapid, accurate, and actionable feedback on quality assurance (QA) and game development issues. You’ll be the first line of defense for troubleshooting, diagnosing, and resolving complex technical challenges—while also contributing to the evolution of our support processes.
What makes this opportunity truly exciting? It’s not just the chance to work with cutting‑edge game engines and digital marketplaces; it’s the opportunity to shape the future of gaming support, influence product roadmaps, and collaborate with top‑tier clients in a 24/7 environment.
Key Responsibilities
- 24/7 Technical Support: Provide Tier 1 and Advanced support for developers using our platform, ensuring rapid resolution of bugs, performance issues, and integration challenges.
- QA & Testing: Conduct thorough QA testing, document findings, and work closely with development teams to replicate and resolve issues.
- Data Analysis: Gather, analyze, and report technical data to identify trends, root causes, and opportunities for improvement.
- Documentation: Maintain detailed, clear, and up‑to‑date knowledge base articles, troubleshooting guides, and best‑practice documentation.
- Client Collaboration: Act as a trusted advisor to clients, translating technical jargon into actionable insights and fostering strong relationships.
- Marketplace Expertise: Provide guidance on digital marketplace platforms, ensuring compliance with policies and optimal performance.
- Continuous Improvement: Participate in process reviews, suggest enhancements, and help implement new tools and workflows.
- Team Collaboration: Work with cross‑functional teams—product, engineering, and quality assurance—to deliver a seamless support experience.
Essential Qualifications
- Proven experience in technical customer support, preferably in gaming or software development.
- Strong knowledge of game engines (Unity, Unreal Engine, Godot, etc.) and game development pipelines.
- Familiarity with QA methodologies, testing frameworks, and bug‑tracking systems.
- Experience with digital marketplace platforms (Steam, Epic Games Store, Google Play, Apple App Store).
- Proficiency in a CRM such as Salesforce or equivalent.
- Excellent analytical skills with the ability to interpret logs, performance metrics, and system diagnostics.
- Basic scripting or programming knowledge (Python, JavaScript, C#, or similar).
- Fluent in English, both written and spoken; additional languages are a plus.
- Strong attention to detail and a passion for delivering exceptional customer experiences.
Preferred Qualifications & Bonus Skills
- Hands‑on experience with 3D digital asset moderation and asset pipeline management.
- Deep understanding of the gaming industry, including trends, player behavior, and monetization strategies.
- Experience with cloud services (AWS, Azure, GCP) and containerization (Docker, Kubernetes).
- Knowledge of automated testing tools (Selenium, Appium, Unity Test Runner).
- Background in data visualization or reporting tools (Tableau, Power BI).
- Previous remote work experience in a high‑volume, 24/7 support environment.
Hardware & Technical Requirements
To excel in this role, you’ll need a powerful workstation that can handle demanding game development tools and real‑time debugging:
- Processor: Intel i7 Quad Core 3.0 GHz or higher (or equivalent AMD Ryzen).
- Memory: 32 GB RAM (minimum).
- Graphics: NVIDIA RTX 3080 or higher (or equivalent AMD Radeon).
- Storage: 500 GB SSD (recommended 1 TB).
- Monitors: Dual monitors (high resolution, 27″ or larger).
- Internet: Minimum 100 Mbps download, 20 Mbps upload, with a stable connection.
- Power: Uninterrupted power supply or backup generator for critical hours.
What brighthush Offers You
Competitive Compensation
We offer a base salary that reflects your experience, responsibilities, and the complexity of the role. In addition, you’ll receive performance‑based bonuses, equity options, and a comprehensive benefits package.
Benefits & Perks
- Health, dental, and vision insurance (including mental health support).
- Flexible paid time off and a generous holiday schedule.
- Remote work flexibility with a stipend for home office setup.
- Unlimited learning budget for courses, certifications, and conferences.
- Employee wellness programs, including virtual fitness classes and mindfulness sessions.
- Annual team retreats and virtual social events.
- Employee referral bonuses and recognition programs.
Career Growth & Development
At brighthush, your career trajectory is limited only by your ambition. We provide:
- Structured mentorship programs with senior engineers and product leaders.
- Clear promotion pathways from Support Specialist to Technical Lead, Product Owner, or Engineering Manager.
- Cross‑functional project opportunities to broaden your skill set.
- Regular performance reviews and personalized development plans.
Culture & Work Environment
Our remote‑first culture is built on trust, transparency, and collaboration. You’ll enjoy:
- Daily stand‑ups and weekly syncs with global teams.
- Open communication channels via Slack, Teams, and video conferencing.
- A culture that celebrates diversity, inclusion, and innovation.
- Access to a vibrant community of gamers, developers, and tech enthusiasts.
How to Apply
Ready to take your career to the next level? Submit your resume, cover letter, and a brief portfolio (if applicable) through our careers portal. We’re excited to learn how your expertise can help shape the future of gaming support at brighthush.
Equal Opportunity Employer
brighthush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability, or any other protected status.
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