Senior Technical Writer & Customer Support Engineer – Cloud & Compliance Solutions – Remote

About brighthush

brighthush is a forward‑thinking technology partner that empowers government agencies, Fortune 500 enterprises, and emerging startups to harness the full potential of cloud computing while staying fully compliant with the most stringent regulatory frameworks. With a portfolio that spans secure SaaS platforms, AWS‑native solutions, and FedRAMP‑certified services, brighthush is at the forefront of delivering mission‑critical, cloud‑first products that protect data, streamline operations, and accelerate digital transformation.

Our culture is built on curiosity, collaboration, and a relentless commitment to excellence. We celebrate diversity, encourage continuous learning, and reward innovation. As a fully remote organization, we give our teams the flexibility to work from anywhere while maintaining a strong sense of community through regular virtual town halls, hackathons, and mentorship programs.

Why Join brighthush?

• Be part of a high‑growth, mission‑driven company that is redefining how secure cloud services are built, documented, and supported.
• Work with cutting‑edge AWS services, FedRAMP compliance frameworks, and industry‑leading SaaS products.
• Enjoy a competitive salary range of $120,000 – $150,000, comprehensive benefits, and a fully remote work environment.
• Grow your career through access to internal training, certifications, and cross‑functional projects.
• Collaborate with world‑class engineers, product managers, and customer success leaders who are passionate about solving complex problems.

Key Responsibilities

As a Technical Writer & Customer Support Engineer at brighthush, you will be the bridge between our engineering teams and our global customer base. Your role will involve:

• Documentation Excellence: Create, maintain, and continuously improve a wide range of technical content, including user guides, API references, knowledge‑base articles, troubleshooting playbooks, and onboarding resources.
• Customer‑Facing Support: Respond to support tickets, live chat inquiries, and email requests with clear, concise, and actionable solutions. Escalate complex issues to engineering when necessary.
• Cross‑Functional Collaboration: Partner with product managers, engineers, QA, and compliance teams to translate technical specifications, release notes, and regulatory requirements into user‑friendly documentation.
• Repository Management: Organize and version‑control all documentation assets using Confluence, GitHub, and Jira. Ensure content is searchable, up‑to‑date, and aligned with brand guidelines.
• Cloud & Compliance Focus: Document AWS workflows, infrastructure-as-code templates, security best practices, and FedRAMP compliance procedures. Provide guidance on secure configuration and deployment.
• Process Improvement: Identify gaps in existing documentation, propose new templates or workflows, and implement automation where possible to streamline content creation.
• Metrics & Feedback: Track usage analytics, gather user feedback, and iterate on content to improve customer satisfaction and reduce support ticket volume.

Essential Qualifications

• 3+ years of professional technical writing experience in software, cloud, or technology‑driven environments.
• Hands‑on experience with AWS services (EC2, S3, Lambda, CloudFormation, IAM, etc.) and a solid understanding of cloud architecture.
• Proficiency in using Confluence, GitHub, and Jira for documentation management and collaboration.
• Demonstrated ability to support customers through ticketing systems, chat platforms, or technical messaging channels.
• Strong written and verbal communication skills, with a keen eye for detail and a passion for clarity.
• Experience with SaaS products, cloud‑native solutions, or regulated technology environments is highly desirable.
• Knowledge of FedRAMP or other compliance frameworks is a plus.

Preferred Qualifications

• Certification in AWS (e.g., AWS Certified Solutions Architect, Developer, or SysOps).
• Experience writing API documentation and using tools like Swagger/OpenAPI.
• Familiarity with content automation tools (e.g., Pandoc, Sphinx, or DocFX).
• Background in cybersecurity or compliance, with an understanding of data protection regulations (GDPR, HIPAA, etc.).
• Previous remote work experience in a distributed team environment.

Key Skills & Competencies

• Technical Writing & Documentation Design
• Customer Support & Troubleshooting
• AWS Cloud Services & Architecture
• Compliance & Regulatory Knowledge (FedRAMP, SOC 2, ISO 27001)
• Content Management Systems (Confluence, GitHub)
• Project Management & Agile Methodologies
• Analytical Thinking & Problem Solving
• Excellent Communication & Collaboration
• Adaptability & Continuous Learning

Career Growth & Learning Opportunities

At brighthush, your career path is designed to evolve with your interests and strengths. You will have the chance to:

• Lead documentation initiatives for new product launches and major platform upgrades.
• Transition into a Product Documentation Lead or Technical Program Manager role.
• Earn industry certifications (AWS, Microsoft Azure, Google Cloud, or compliance certifications) through our tuition‑reimbursement program.
• Participate in cross‑functional projects that span engineering, security, and business development.
• Mentor junior writers and support engineers, fostering a culture of knowledge sharing.

Work Environment & Culture

brighthush thrives on a culture of transparency, autonomy, and continuous improvement. Our fully remote model means you can work from anywhere, but we also host quarterly virtual retreats and monthly hackathons to keep the team connected. We value:

• Open communication: Regular stand‑ups, retrospectives, and open‑door leadership.
• Work‑life balance: Flexible hours, generous PTO, and a focus on mental health.
• Innovation: A safe space to experiment, fail fast, and iterate.
• Diversity & Inclusion: A commitment to building a workforce that reflects the communities we serve.

Compensation & Benefits

• Competitive salary range: $120,000 – $150,000 annually, commensurate with experience.
• Health, vision, and dental insurance plans.
• Paid time off (PTO), paid holidays, and sick leave in accordance with local laws.
• 401(k) matching program (where applicable).
• Professional development stipend for courses, conferences, and certifications.
• Remote work stipend to support home‑office setup.
• Employee wellness program, including virtual fitness classes and mental health resources.

How to Apply

Ready to take the next step in your career? Submit your resume, a cover letter highlighting your relevant experience, and a portfolio of technical documentation samples (or links to published work). We review applications on a rolling basis and will contact qualified candidates within 2–3 weeks.

Apply now and join brighthush in shaping the future of secure, cloud‑native solutions for the public and private sectors.

Closing Statement

At brighthush, we believe that clear, accurate, and accessible documentation is as critical as the code that powers our products. If you are a detail‑oriented technical writer with a passion for customer success and a deep understanding of AWS and compliance frameworks, we want to hear from you. Join us to make a tangible impact on the way organizations adopt and secure cloud technology.

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