About brighthush and the Future of Connectivity
brighthush is a leading global technology company that pioneers next‑generation connectivity solutions for fixed, mobile, and transport networks. With a rich heritage of innovation spanning over 150 years, brighthush continues to shape the way the world communicates by delivering cutting‑edge IP networking products, software, and services that power everything from enterprise data centers to next‑generation 5G and beyond. Our mission is to create a seamless, secure, and intelligent network experience for customers worldwide, and we do so by combining deep technical expertise with a relentless focus on customer success.
As a remote‑first organization, brighthush empowers its teams to work from anywhere in the United States while collaborating across continents—Sunnyvale, CA; Antwerp, Belgium; Bangalore, India; and Ottawa, Canada. We believe that the best ideas emerge when diverse minds come together, and our culture reflects that belief through open communication, continuous learning, and a shared commitment to excellence.
Why Join brighthush?
- Impactful Work – You’ll be at the forefront of solving complex IP network challenges for high‑profile customers, directly influencing product quality and customer satisfaction.
- Global Collaboration – Work side‑by‑side with engineers, product managers, and support teams across multiple time zones, gaining exposure to a wide range of technologies and business domains.
- Career Growth – brighthush invests heavily in professional development through mentorship, certifications, and cross‑functional projects that accelerate your career trajectory.
- Competitive Compensation – A comprehensive package that includes a base salary, performance bonuses, equity options, and a robust benefits suite.
- Work‑Life Balance – Flexible remote work arrangements, generous paid time off, and a supportive environment that values your well‑being.
- Inclusive Culture – We celebrate diversity, foster belonging, and encourage every team member to bring their authentic self to work.
Key Responsibilities
As a Senior Customer Support Engineer, you will be the technical champion for our most demanding IP network customers. Your day‑to‑day activities will include:
- Diagnose and resolve high‑complexity customer issues that have been escalated from 2nd and 3rd level support teams.
- Act as the primary technical liaison between customers, R&D, product management, and account teams to ensure rapid, effective resolution.
- Perform in‑depth debugging of product installations, applying both established procedures and innovative troubleshooting techniques.
- Design and implement on‑site product adaptations or enhancements to meet unique customer requirements.
- Maintain meticulous problem status logs and resolution records to support knowledge base development.
- Prepare detailed incident reports, root‑cause analyses, and post‑mortem documentation to drive continuous improvement.
- Stay current with new product releases, firmware updates, and feature enhancements through regular collaboration with R&D and QA.
- Generate release notes and update the Customer Service and Support Problem tracking database to keep stakeholders informed.
- Mentor junior support engineers, sharing best practices and fostering a culture of technical excellence.
Essential Qualifications
- Bachelor’s degree in Telecommunications, Electrical Engineering, Computer Science, or a related field (or equivalent experience).
- Minimum of 5 years of experience in IP network support, troubleshooting, or a related technical role.
- Deep knowledge of IP routing protocols (OSPF, ISIS, BGP, PIM, IGMP, MPLS, LDP, RSVP‑TE, SR) and VPN technologies (VPRN, VPLS, EVPN, VLL).
- Strong background in TCP/IP network testing, troubleshooting, and performance tuning.
- Proficiency in scripting or programming (C, Perl, Golang, Python) within Unix or Windows environments.
- Experience with virtualization (KVM, VMware), containerization (Docker, Containerd), and orchestration (Kubernetes).
- Familiarity with network security and management protocols (AAA, TACACS, RADIUS, IPsec, SNMP, SSH, YANG, NETCONF, GNMI).
- Hands‑on experience with network testing tools (IXIA, Agilent, Spirent/Adtech, etc.) is highly desirable.
- Excellent written and verbal communication skills in English, with the ability to articulate complex technical concepts to both technical and non‑technical audiences.
- Strong analytical mindset, meticulous attention to detail, and a proactive, solution‑oriented attitude.
- Demonstrated ability to work autonomously while collaborating effectively with distributed teams across multiple time zones.
Preferred Qualifications
- Experience with brighthush’s flagship operating systems (e.g., 7750 SR OS, 7220/7250 SR Linux, EDA) or similar network platforms.
- Prior exposure to Tier‑1/2/3 network architecture, operation, and support environments.
- Background in customer support roles within the telecommunications or networking industry.
- Certifications such as CCNP, CCIE, or equivalent are a plus.
- Experience in a remote or distributed team setting, with a proven track record of delivering results independently.
Skills & Competencies for Success
- Technical Proficiency – Mastery of IP networking fundamentals, routing protocols, and network security.
- Problem‑Solving – Ability to dissect complex issues, identify root causes, and devise effective solutions.
- Communication – Clear, concise, and persuasive communication across cross‑functional teams and customers.
- Collaboration – Comfortable working with geographically dispersed colleagues and stakeholders.
- Adaptability – Thrives in a fast‑paced, evolving environment where priorities shift quickly.
- Customer‑Centric Mindset – Passion for delivering exceptional service and building lasting customer relationships.
Career Growth & Learning Opportunities
At brighthush, we believe that continuous learning is the key to both personal and professional success. As a Senior Customer Support Engineer, you will have access to:
- Structured mentorship programs pairing you with senior engineers and product leaders.
- Regular technical workshops, webinars, and training sessions covering the latest networking technologies.
- Opportunities to participate in product development cycles, providing real‑world feedback that shapes future releases.
- Support for industry certifications and conference attendance to broaden your expertise.
- Clear career pathways leading to roles such as Lead Support Engineer, Technical Solutions Architect, or Product Manager.
Work Environment & Company Culture
brighthush fosters a culture that blends innovation with inclusivity. Our remote‑first model means you can work from anywhere in the U.S., while still enjoying:
- Weekly virtual town halls and team stand‑ups to keep everyone aligned.
- Cross‑functional hackathons that encourage creative problem solving.
- Open‑door policies that empower employees to share ideas and feedback.
- Regular recognition programs celebrating achievements and milestones.
- Commitment to work‑life balance through flexible scheduling and generous paid time off.
Compensation, Perks, and Benefits
We offer a competitive total rewards package designed to attract and retain top talent:
- Base Salary – Market‑competitive, commensurate with experience.
- Performance Bonuses – Quarterly and annual bonuses tied to individual and company performance.
- Equity Options – Participation in our Employee Stock Purchase Plan (ESPP) and potential stock options.
- Health & Wellness – Comprehensive medical, dental, and vision plans, including telehealth services.
- Retirement Savings – 401(k) plan with company match.
- Paid Time Off – Generous vacation, sick leave, and paid holidays.
- Professional Development – Tuition assistance, certification reimbursement, and conference travel support.
- Family Benefits – Adoption assistance, parental leave, and flexible family care options.
- Employee Assistance Program (EAP) – Confidential counseling and support services.
- H1B Sponsorship – brighthush is committed to supporting qualified international talent through H1B sponsorship, subject to eligibility and company needs.
How to Apply
Ready to take your career to the next level and help shape the future of global connectivity? Submit your application through our career portal or click the link below to explore this exciting opportunity further.
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Join brighthush Today
At brighthush, we’re building more than just products—we’re building a community of innovators who are passionate about solving real‑world problems. If you thrive in a fast‑paced, collaborative environment and are eager to make a tangible impact on customers worldwide, we want to hear from you. Apply now and become a key player in delivering the next wave of connectivity solutions.
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