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 deploy, scale, and manage applications with unprecedented speed and reliability. With a focus on cloud‑native technologies, brighthush is at the forefront of the DevOps and SRE revolution, delivering solutions that simplify complex infrastructure challenges and accelerate delivery cycles. As we expand our customer base across EMEA, we’re looking for a seasoned Senior Technical Support Engineer who can take ownership of complex technical issues, guide customers through challenging scenarios, and help shape a world‑class support function. If you thrive in a technical environment, love problem‑solving, and want to be part of a modern, engineering‑driven organization, brighthush is the place for you.
Why brighthush?
At brighthush, we believe that the future of software is built on speed, reliability, and developer happiness. Our customers rely on us to keep their services running 24/7, to scale effortlessly during traffic spikes, and to innovate without the overhead of managing infrastructure. By joining our team, you’ll be part of a culture that values continuous learning, ownership, and collaboration across all functions. Whether you’re troubleshooting a Kubernetes cluster, optimizing a CI/CD pipeline, or mentoring a junior engineer, you’ll see the direct impact of your work on the developer community.
Key Responsibilities
Technical Support & Troubleshooting
- Serve as the primary technical point of contact for customers across EMEA, handling high‑impact incidents with precision and empathy.
- Diagnose and resolve complex issues spanning infrastructure, cloud environments, and backend systems, ensuring minimal downtime and maximum customer satisfaction.
- Reproduce customer‑reported problems in controlled environments, collaborate with engineering to drive root‑cause resolutions, and document findings for future reference.
- Participate in on‑call rotations to provide timely responses to critical incidents, maintaining a 24/7 support posture that aligns with our service level agreements.
- Leverage monitoring tools, log analytics, and performance metrics to proactively identify and mitigate potential issues before they impact customers.
Customer Success & Guidance
- Help customers unlock the full value of the brighthush platform by providing best‑practice guidance, architectural recommendations, and proactive performance tuning.
- Translate complex technical concepts into clear, actionable advice for both technical and non‑technical stakeholders.
- Build long‑term relationships with key accounts, acting as a trusted advisor and advocate for their success.
- Conduct regular health‑check calls and workshops to ensure customers are fully leveraging new features and staying ahead of potential pitfalls.
Cross‑Functional Collaboration
- Work closely with engineering, product, and quality assurance teams to prioritize and resolve bugs, feature gaps, and performance bottlenecks.
- Share customer insights, trend analyses, and feedback to influence product roadmap and feature prioritization.
- Contribute to the design and implementation of internal tooling, automation scripts, and knowledge‑base enhancements that streamline support operations.
- Participate in sprint planning and retrospective meetings to ensure support perspectives are integrated into product development cycles.
Documentation & Enablement
- Create and maintain high‑quality documentation for internal teams and customers, including troubleshooting guides, FAQs, and best‑practice whitepapers.
- Identify recurring issues and propose process or product improvements to reduce friction and enhance reliability.
- Develop and deliver training sessions or webinars for customers and internal teams to improve platform adoption and proficiency.
- Maintain an up‑to‑date knowledge base that serves as the first line of defense for both customers and support staff.
Operational Excellence
- Participate in continuous improvement initiatives, driving the adoption of industry‑best practices in incident management, monitoring, and alerting.
- Help shape support processes as brighthush scales, bringing structure, clarity, and measurable metrics to the support organization.
- Champion a culture of ownership, accountability, and proactive problem‑solving across the support team.
- Lead post‑mortem analyses to capture lessons learned and embed them into future incident response playbooks.
Essential Qualifications
- 5+ years of experience in a customer‑facing technical support, DevOps, Site Reliability Engineering (SRE), or infrastructure‑focused role.
- Solid proficiency in Python or a comparable programming language for scripting, automation, and data analysis.
- Hands‑on experience with Kubernetes and managing workloads in cloud environments (AWS, GCP, or Azure).
- Strong troubleshooting skills for distributed systems, cloud services, and backend components.
- Excellent communication skills, with the ability to translate complex technical topics into clear, concise explanations for diverse audiences.
- Proactive, ownership‑driven mindset, comfortable working in a fast‑moving, high‑growth environment.
- Must be based in the EMEA region and available to work during core business hours across multiple time zones.
Preferred Qualifications
- Experience with modern search, data, or database technologies (Elasticsearch, ClickHouse, PostgreSQL, etc.).
- Background in building or maintaining CI/CD pipelines, monitoring stacks, or observability platforms.
- Familiarity with incident‑response frameworks such as SRE or ITIL.
- Previous involvement in creating or maintaining internal knowledge bases, playbooks, or automation tooling.
- Knowledge of compliance standards (GDPR, SOC 2, ISO 27001) and experience working with regulated customers.
- Experience mentoring junior engineers or leading small technical teams.
Skills & Competencies
- Technical Expertise: Cloud architecture, container orchestration, networking, storage, and security fundamentals.
- Analytical Thinking: Ability to dissect complex problems, identify root causes, and propose scalable solutions.
- Customer‑Centric Mindset: Passion for delivering exceptional support experiences and building lasting customer relationships.
- Collaboration: Comfortable working cross‑functionally with engineering, product, and sales teams.
- Adaptability: Thrives in a dynamic environment, quickly learning new technologies and processes.
- Communication: Clear written and verbal communication, with proficiency in English and at least one additional EMEA language preferred.
- Project Management: Ability to juggle multiple high‑priority tickets, coordinate with stakeholders, and deliver on time.
Career Growth & Learning Opportunities
At brighthush, we believe in continuous learning and career advancement. As a Senior Technical Support Engineer, you’ll have the opportunity to:
- Lead initiatives that shape the future of our support organization, influencing product direction and customer success strategies.
- Mentor junior engineers and support staff, fostering a culture of knowledge sharing and professional development.
- Participate in cross‑functional projects that expose you to product design, architecture, and engineering leadership.
- Access a robust learning ecosystem, including internal tech talks, external conference sponsorships, and a generous budget for certifications and courses.
- Progress into roles such as Support Lead, Customer Success Manager, Technical Program Manager, or even Product Owner, depending on your interests and strengths.
Work Environment & Culture
brighthush is a remote‑first organization that values autonomy, engineering excellence, and continuous improvement. Our culture is built on:
- Transparency: Open communication channels, regular all‑hands meetings, and a culture of shared ownership.
- Collaboration: Cross‑functional teams that work together to solve customer problems and drive product innovation.
- Innovation: Encouragement to experiment, prototype, and iterate quickly on new ideas.
- Work‑Life Balance: Flexible working hours, unlimited vacation policy, and a focus on results over hours logged.
- Diversity & Inclusion: A welcoming environment for people of all backgrounds, with initiatives to promote equity and belonging.
- Recognition: Regular shout‑outs, peer‑to‑peer recognition programs, and tangible rewards for outstanding contributions.
Compensation & Benefits
While specific figures vary based on experience and location, brighthush offers a competitive compensation package that includes:
- Base salary aligned with market rates for senior technical support roles in the EMEA region.
- Performance‑based bonuses and potential equity participation, reflecting your impact on the company’s growth.
- Comprehensive health insurance (medical, dental, vision) for you and your dependents.
- Retirement savings plan with company match, ensuring long‑term financial security.
- Generous paid time off, parental leave, and flexible working arrangements.
- Continuous learning stipend, conference sponsorships, and access to a curated library of technical resources.
- Wellness programs, including virtual fitness classes, mental health support, and ergonomic equipment allowances.
How to Apply
Ready to join brighthush and make a tangible impact on the lives of developers worldwide? Click the link below to submit your application and become part of a team that’s redefining the future of developer infrastructure.
We look forward to discovering how your expertise and passion can help us elevate the developer experience across the globe. If you’re driven by challenge, thrive in a collaborative environment, and want to shape the next generation of infrastructure support, we encourage you to apply now.
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