Introduction
In today’s fast‑moving cloud landscape, the ability to provision, configure, and govern infrastructure with speed, reliability, and security is no longer a luxury—it’s a necessity. At brighthush, we are redefining how engineering teams manage their entire infrastructure lifecycle, from code to production, by delivering a single, integrated workflow that unifies Terraform, OpenTofu, CloudFormation, Pulumi, Ansible, and more. Our platform empowers developers to accelerate velocity while keeping governance, cost‑efficiency, and resilience at the forefront.
About brighthush
Founded in 2020 by seasoned DevOps practitioner Marcin Wyszynski and entrepreneur Pawel Hytry, brighthush has quickly become the go‑to infrastructure orchestration platform for modern enterprises. With $82.3 million in funding from top venture capital firms—including Insight Partners, Blossom Capital, Hoxton Ventures, Inovo Venture Partners, and Five Elms Capital—we are scaling rapidly while staying true to our mission: building the infrastructure platform that engineering teams actually want to use.
Our product is built on a foundation of automation, developer self‑service, and policy‑driven governance. By integrating an OPA policy engine, golden paths, and guardrails, we help organizations maintain control over their cloud environments without sacrificing agility. Whether you’re deploying on AWS, GCP, Azure, or a hybrid mix, brighthush delivers the speed, security, and visibility you need to succeed.
Role Overview
We’re looking for a highly motivated Senior DevOps Customer Support Engineer to join our growing support team. In this role, you will be the first line of defense for our customers, ensuring that every interaction not only resolves technical issues but also strengthens the relationship between brighthush and its users. You will work across multiple channels—Slack, email, ticketing, live calls, and screen‑shares—to diagnose, troubleshoot, and resolve complex infrastructure problems in both SaaS and self‑hosted deployments.
Key Responsibilities
- Customer Support Across Channels: Provide timely, high‑quality assistance via shared Slack channels, email, ticketing systems, and live calls. Handle complex or urgent issues with a calm, solution‑oriented approach.
- Issue Reproduction & Root‑Cause Analysis: Reproduce customer‑reported problems by reviewing logs, APM traces, and run histories. Distinguish between product bugs, configuration errors, and upstream provider changes.
- Trust‑Building Communication: Partner closely with customers, Product, and Engineering teams to turn every support interaction into a relationship‑building opportunity. Deliver clear, empathetic, and actionable guidance.
- Debugging & Troubleshooting: Resolve issues in SaaS and self‑hosted environments, including private workers, Rego policies, autoscaling, networking, and TLS/certificate problems.
- Infrastructure‑as‑Code Expertise: Explain IaC behavior at the implementation level—how Terraform/OpenTofu and Terragrunt execute, how providers cache and resolve, and how outputs and run states propagate—to help customers understand unexpected outcomes.
- Policy Engine Diagnostics: Work with OPA/Rego policies to diagnose and explain policy‑driven behavior, ensuring customers understand why certain actions are blocked or allowed.
- Targeted Problem‑Solving: Ask precise questions to quickly isolate root causes, then follow issues through to resolution within agreed response times.
- Escalation & Collaboration: Escalate complex cases to Product Engineers with clean, reproducible evidence—minimal repro steps, relevant traces, and a clear articulation of expected vs. actual behavior.
- Communication & Documentation: Write clear, customer‑facing communications for incidents, platform changes, and migrations. Maintain and improve internal knowledge base and documentation as you learn.
- Issue Prioritization: Manage multiple technically complex tickets simultaneously, ensuring high‑priority issues receive timely attention.
- Post‑Resolution Follow‑Up: Verify that the customer’s setup is fully functional after a fix, and gather feedback to identify recurring pain points.
- On‑Call Participation: Participate in after‑hours on‑call rotations to support customers in different time zones.
Essential Qualifications
- 2–4 years of experience in DevOps, focusing on Infrastructure as Code, CI/CD, Docker, and related technologies.
- 2–4 years of hands‑on experience with at least one major cloud provider (AWS, GCP, Azure).
- Proficiency in Linux environments and shell scripting.
- Strong diagnostic and troubleshooting skills, with the ability to dissect complex technical issues.
- Excellent problem‑solving and communication abilities, both written and verbal.
- Fluent in English, with exceptional written communication skills.
- Experience in a technical support role (Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or similar) is a plus.
- Additional certifications in DevOps, Infrastructure as Code, Cloud Platforms, or related technologies are a plus.
Preferred Qualifications
- Deep familiarity with Terraform, OpenTofu, Terragrunt, and OPA/Rego policy frameworks.
- Experience troubleshooting networking, TLS, and certificate issues in cloud environments.
- Background in SaaS product support, with a track record of delivering high‑impact customer solutions.
- Knowledge of monitoring tools such as Datadog, Prometheus, or similar APM solutions.
- Experience contributing to product documentation and knowledge base creation.
Skills & Competencies
- Technical Acumen: Deep understanding of cloud infrastructure, IaC, CI/CD pipelines, and containerization.
- Analytical Thinking: Ability to dissect logs, traces, and state files to pinpoint root causes.
- Customer‑Centric Mindset: Passion for delivering exceptional support and building lasting relationships.
- Collaboration: Comfortable working cross‑functionally with Product, Engineering, and Sales teams.
- Communication: Clear, concise, and empathetic communication in both written and spoken formats.
- Adaptability: Thrive in a fast‑paced, evolving environment with shifting priorities.
- Continuous Learning: Commitment to staying current with emerging cloud technologies and best practices.
Career Growth & Learning Opportunities
At brighthush, we believe that growth is a shared journey. As a Senior DevOps Customer Support Engineer, you will:
- Lead complex support initiatives and mentor junior team members.
- Influence product roadmap by feeding real‑world customer pain points back to Product and Engineering.
- Transition into specialized roles such as Support Engineering Manager, Product Support Lead, or even Product Management.
- Participate in cross‑functional projects, gaining exposure to new technologies and business strategies.
- Access to continuous learning resources, including certifications, conferences, and internal knowledge sharing sessions.
Work Environment & Company Culture
Our culture is built on the pillars of respect, ownership, collaboration, and curiosity. At brighthush, you’ll find:
- Remote‑first flexibility with a global team spread across multiple time zones.
- Inclusive, supportive environment that values diverse perspectives.
- Transparent communication from leadership, with regular town halls and open Q&A sessions.
- Collaborative problem‑solving, where every team member’s voice is heard.
- Regular hackathons, tech talks, and knowledge‑sharing sessions to keep the team energized.
Compensation & Benefits
While specific figures vary by location and experience, brighthush offers a competitive total rewards package that typically includes:
- Base salary commensurate with experience and market benchmarks.
- Equity options to share in the company’s long‑term success.
- Comprehensive health, dental, and vision insurance.
- Flexible work hours and remote work options.
- Unlimited paid time off (PTO) to support work‑life balance.
- Professional development stipend for courses, certifications, and conferences.
- Wellness programs, including gym memberships or wellness stipends.
- Annual team retreats and social events to foster camaraderie.
How to Apply
Ready to join a team that’s shaping the future of DevOps? Submit your application through our careers portal and let’s start a conversation about how you can make an impact at brighthush.
Our Values
- We Build for Customers: Every decision is driven by the goal of delivering value to our users.
- We Respect Each Other: A culture of empathy, listening, and constructive feedback.
- We Take Ownership: Accountability for outcomes, from the first line of code to the last customer interaction.
- We Succeed Through Collaboration: Cross‑functional teamwork is the engine of our success.
- We Embrace Spark & Wonder: Curiosity fuels innovation and continuous improvement.
Join Us
At brighthush, you won’t just be working on a technical product—you’ll be part of a mission to transform how organizations build, deploy, and govern cloud infrastructure. If you’re passionate about solving complex problems, delighting customers, and driving innovation, we want to hear from you. Apply today and help us build the next generation of infrastructure automation.
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