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About brighthush
brighthush is a trailblazing, fast‑growing software company that builds high‑performance developer infrastructure used by engineering teams worldwide. Our platform empowers developers to ship code faster, scale applications more reliably, and collaborate across distributed teams with unprecedented speed and confidence. With a global customer base that spans startups, Fortune 500 companies, and everything in between, we are on a mission to redefine what it means to build and operate modern software.
Why Join brighthush?
At brighthush, we believe that great technology is only as good as the people who build, support, and use it. That’s why we invest heavily in our people, culture, and career growth. As a Senior Customer Support Engineer you’ll be at the forefront of our customer success journey, shaping the way we help teams around the world solve complex technical challenges.
- Remote‑first, fully distributed team across the EMEA region
- Competitive salary and equity package aligned with industry standards
- Unlimited paid time off, flexible working hours, and a culture that values work‑life balance
- Continuous learning budget, conference sponsorships, and access to cutting‑edge training resources
- Opportunity to influence product direction, tooling, and support processes from day one
- Inclusive, collaborative environment that celebrates diversity, equity, and belonging
Key Responsibilities
As a Senior Customer Support Engineer at brighthush, you will own the end‑to‑end lifecycle of complex technical support tickets, ensuring our customers achieve maximum value from our platform. Your day‑to‑day work will involve:
- Technical Support & Troubleshooting
- Serve as the primary technical point of contact for customers across EMEA, handling high‑priority incidents and escalations.
- Diagnose, reproduce, and resolve intricate issues spanning infrastructure, cloud environments, and backend services.
- Collaborate with engineering and product teams to identify root causes, propose fixes, and drive permanent solutions.
- Customer Success & Guidance
- Help customers unlock the full potential of our platform by delivering best‑practice guidance, architecture reviews, and technical recommendations.
- Translate complex technical concepts into clear, actionable insights for both technical and non‑technical stakeholders.
- Build lasting relationships with key customer contacts, becoming a trusted advisor and advocate for their success.
- Cross‑Functional Collaboration
- Work closely with engineering, product, and quality assurance teams to surface customer pain points and influence roadmap priorities.
- Contribute to the design and implementation of internal tooling, automation, and knowledge‑base enhancements that streamline support operations.
- Participate in sprint planning, retrospectives, and post‑mortem reviews to continuously improve our support processes.
- Documentation & Enablement
- Create and maintain high‑quality, customer‑facing documentation, FAQs, and troubleshooting guides.
- Identify recurring issues and propose process or product improvements to reduce friction and enhance reliability.
- Deliver internal training sessions and workshops to upskill the support team and cross‑functional partners.
- Operational Excellence
- Participate in a rotating on‑call schedule to ensure rapid response to critical incidents.
- Define and refine support metrics, SLAs, and escalation paths to drive operational excellence.
- Champion a culture of continuous improvement, data‑driven decision making, and proactive problem solving.
Essential Qualifications
To thrive in this role, you should bring the following experience and skills:
- 5+ years of customer‑facing technical support, DevOps, Site Reliability Engineering, or infrastructure‑focused role.
- Proficiency in Python (or a comparable programming language) for scripting, automation, and data analysis.
- Hands‑on experience with Kubernetes, container orchestration, and managing workloads in cloud environments (AWS, GCP, or Azure).
- Deep understanding of distributed systems, networking, cloud services, and backend components.
- Excellent written and verbal communication skills, with the ability to explain complex technical topics to diverse audiences.
- Strong analytical mindset, problem‑solving aptitude, and a proactive, ownership‑driven attitude.
- Based in the EMEA region and comfortable working across multiple time zones.
Preferred Qualifications
While not mandatory, the following experience will set you apart:
- Experience with modern search, data, or database technologies (Elasticsearch, PostgreSQL, Redis, etc.).
- Background in building or maintaining support tooling, knowledge‑base systems, or customer success platforms.
- Familiarity with CI/CD pipelines, GitOps practices, and infrastructure as code (Terraform, Pulumi, CloudFormation).
- Previous exposure to high‑volume, high‑availability production environments.
- Certifications such as AWS Certified DevOps Engineer, GCP Professional Cloud Architect, or Kubernetes Administrator.
Skills & Competencies
Success in this role requires a blend of technical expertise, customer empathy, and collaborative spirit:
- Technical proficiency in cloud platforms, containerization, and scripting.
- Strong troubleshooting methodology and root‑cause analysis.
- Effective communication and stakeholder management.
- Adaptability to fast‑moving environments and changing priorities.
- Team player who mentors peers and shares knowledge.
- Data‑driven mindset: comfortable using metrics to drive decisions.
Career Growth & Learning Opportunities
At brighthush, we are committed to your professional development. As a Senior Customer Support Engineer, you will:
- Progress to Lead Support Engineer, Manager of Customer Success, or Product Management roles.
- Lead initiatives that shape the future of our support organization, from tooling to process design.
- Gain exposure to product strategy, engineering, and business operations.
- Participate in mentorship programs, hackathons, and cross‑functional projects.
- Access a generous learning budget for courses, certifications, and conferences.
Work Environment & Culture at brighthush
Our culture is built on three core pillars: Autonomy, Engineering Excellence, and Continuous Improvement. We empower our teams to make decisions, experiment, and iterate quickly. Our remote‑first model means you can work from anywhere in the EMEA region, with flexible hours that respect your personal commitments. We celebrate diversity, encourage open dialogue, and foster an environment where every voice is heard.
Compensation & Perks
While specific figures vary based on experience and location, you can expect:
- Competitive base salary aligned with industry benchmarks.
- Equity options that allow you to share in brighthush’s growth.
- Unlimited paid time off and a generous holiday schedule.
- Health, dental, and vision insurance for you and your dependents.
- Monthly stipend for home office setup and internet.
- Wellness programs, mental health support, and employee assistance programs.
- Regular team events, virtual happy hours, and community outreach initiatives.
How to Apply
Ready to take the next step in your career and help shape the future of developer infrastructure support? Apply now to brighthush and join a team that values innovation, collaboration, and customer success.
We look forward to hearing from you!
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