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About brighthush
brighthush is a forward‑thinking technology partner that empowers businesses across the utilities, healthcare, and social services sectors with cutting‑edge digital solutions. With a portfolio that spans cloud‑native platforms, SaaS applications, and data‑driven analytics, we help our clients transform operations, enhance customer experiences, and drive sustainable growth. Our mission is simple yet powerful: to connect minds, spark innovation, and build a brighter tomorrow. At brighthush, we believe that every idea has the potential to make a difference, and we provide the tools, culture, and resources to turn those ideas into reality.
Why Join brighthush?
As a rapidly expanding organization, brighthush offers a unique blend of entrepreneurial spirit and structured excellence. You’ll work alongside a team of more than 700 talented professionals who are passionate about technology, sustainability, and social impact. Our culture is built on transparency, collaboration, and continuous learning. We celebrate successes, learn from challenges, and always keep the customer at the heart of everything we do.
Key Responsibilities
In this role, you will be the linchpin between our customers and the engineering teams, ensuring that every support ticket is handled with precision, speed, and a focus on long‑term improvement. Your day‑to‑day activities will include:
- Ticket Management & Prioritization: Receive, qualify, classify, and prioritize complex customer inquiries through our centralized portal. Operate within a fully ticket‑based, asynchronous support model—no phone calls, just clear, documented communication.
- Structured Troubleshooting: Independently diagnose and resolve challenging issues by reproducing errors, performing detailed Expected vs. Actual analyses, and leveraging system logs, API responses, and configuration data.
- Process Design & Automation: Consistently apply, write, optimize, and automate playbooks, runbooks, and guided workflows. Your work will directly influence the scalability and efficiency of our support operations.
- Knowledge Management: Build and maintain a robust knowledge base. Create high‑quality knowledge articles, refine self‑service resources, and reduce recurring standard inquiries.
- Cross‑Functional Collaboration: Engage in continuous feedback loops with Product and Development teams to surface defect patterns, product gaps, and opportunities for enhancement.
Essential Qualifications
- Minimum 2–3 years of experience in ticket‑based customer or application support for modern SaaS or cloud products.
- Proficiency with modern ticketing systems (e.g., Jira Service Management, Zendesk, Freshdesk) and a track record of clean, traceable documentation.
- Strong analytical mindset with a methodical approach to reproducible diagnostics in cloud infrastructures.
- Deep technical knowledge of APIs, log analysis, error codes, and complex system configurations.
- Demonstrated ability to apply and proactively evolve standard processes such as playbooks and runbooks, including automation.
Preferred (Nice‑to‑Have) Skills
- Experience with portal‑first support strategies and building structured knowledge bases.
- Familiarity with agile frameworks (Scrum, Kanban) and working in cross‑functional teams.
- Knowledge of cloud platforms (AWS, Azure, GCP) and container orchestration (Kubernetes, Docker).
- Experience with scripting or programming (Python, Bash, PowerShell) for automation tasks.
- Fluency in German and English; additional languages are a plus.
Core Skills & Competencies
- Technical Proficiency: APIs, logs, error handling, system configuration, cloud architecture.
- Process Excellence: Playbook creation, workflow automation, continuous improvement.
- Communication: Clear, concise written communication; ability to translate technical details for non‑technical stakeholders.
- Problem Solving: Structured troubleshooting, root cause analysis, and solution implementation.
- Collaboration: Working effectively with product, engineering, and customer success teams.
- Adaptability: Thriving in a fast‑paced, evolving environment with shifting priorities.
Career Growth & Learning Opportunities
At brighthush, we view every role as a stepping stone to greater impact. As a Customer Support Engineer, you will:
- Progress to a Senior Support Engineer or Support Process Lead role, overseeing larger teams and more complex initiatives.
- Transition into Product Management or Engineering tracks by leveraging your deep product knowledge and process insights.
- Participate in internal training programs covering advanced cloud technologies, automation frameworks, and customer experience design.
- Attend industry conferences and workshops to stay ahead of emerging trends.
- Contribute to open‑source projects or internal tool development, enhancing your portfolio and visibility.
Work Environment & Culture
brighthush fosters a culture of innovation, autonomy, and well‑being. Key highlights include:
- Flexible Working Hours: Design your schedule to fit your life while meeting team commitments.
- Remote‑First Policy: Work from anywhere—whether that’s home, a co‑working space, or a coffee shop.
- Modern Workspace: When you choose to be on site, you’ll find a state‑of‑the‑art office with ergonomic furniture, high‑speed connectivity, and collaborative zones.
- Continuous Learning: Access to online courses, certifications, and a budget for professional development.
- Health & Wellness: Comprehensive health insurance, mental‑health resources, and on‑site fitness classes.
- Community & Sustainability: Volunteer days, sustainability initiatives, and a culture that values social responsibility.
- Team Events: Regular sports tournaments, hackathons, and social gatherings that strengthen team bonds.
Compensation & Benefits
While specific figures vary by role and experience, brighthush offers a competitive salary package that includes:
- Base salary aligned with industry standards for mid‑level technical support roles.
- Performance‑based bonuses and equity options to reward long‑term contributions.
- Full health, dental, and vision coverage.
- Retirement savings plan with company match.
- Generous paid time off, parental leave, and flexible vacation policies.
- Annual wellness stipend for gym memberships, meditation apps, or other health‑related expenses.
- Company‑sponsored tech stipend for home‑office equipment and software.
How to Apply
If you’re ready to elevate your support career, drive process innovation, and make a tangible impact on customers and products, we want to hear from you. Submit your application through our careers portal or send your résumé and cover letter to careers@brighthush.com. We look forward to exploring how your expertise can help shape the future of support at brighthush.
Join brighthush – Where Your Ideas Light the Way Forward
At brighthush, we don’t just build products; we build futures. Your role as a Customer Support Engineer will be pivotal in ensuring that our customers experience seamless, reliable, and insightful support. Together, we’ll create a support ecosystem that is as innovative as the products we deliver. If you’re passionate about technology, process excellence, and customer success, apply today and become part of a team that is lighting the path to a brighter tomorrow.
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