Customer Support Engineer – Bilingual Network & Database Troubleshooting Specialist (English/Spanish)

About brighthush

brighthush is a trailblazer in the broadband service orchestration arena, delivering cutting‑edge software that empowers service providers to automate, optimize, and scale their network operations worldwide. With a reputation for innovation, reliability, and customer‑centric solutions, brighthush is at the forefront of the Information Technology industry, helping our partners transform complex network environments into seamless, high‑performance ecosystems.

Why Join brighthush?

At brighthush, we believe that technology is only as powerful as the people who build and support it. Our culture is built on collaboration, continuous learning, and a relentless pursuit of excellence. As a member of our Customer Support team, you will:

• Work with a global network of engineers and product specialists.
• Receive ongoing training in the latest networking protocols, database technologies, and cloud services.
• Enjoy a flexible, fully remote work environment that supports work‑life balance.
• Be part of a company that values diversity, equity, and inclusion.

Key Responsibilities

As a Bilingual Customer Support Engineer, you will be the first line of defense for our customers’ technical challenges. Your day‑to‑day duties will include:

• Providing expert, timely support to customers in both English and Spanish, ensuring clear communication and rapid resolution.
• Troubleshooting complex network and database issues involving DHCP, DNS, TCP/IP, and DOCSIS protocols.
• Diagnosing and resolving problems in Linux and Solaris environments, including kernel, file‑system, and service‑level issues.
• Investigating and fixing database performance bottlenecks in Oracle, PostgreSQL, MySQL, and MongoDB.
• Analyzing RESTful APIs, SOAP services, XML payloads, and SDK integrations to identify root causes.
• Documenting solutions, creating knowledge‑base articles, and updating internal troubleshooting guides.
• Participating in on‑call rotations and after‑hours support to maintain 24/7 service availability.
• Collaborating with engineering, product, and quality assurance teams to provide feedback on product improvements.

Essential Qualifications

We’re looking for candidates who bring a blend of technical expertise, communication skills, and a passion for customer success:

• Bilingual fluency in English and Spanish (written and spoken).
• Post‑secondary education in Computer Science, Information Technology, or a related field.
• Minimum of 2 years of hands‑on experience in a technical support or engineering role.
• Proficiency with DHCP, DNS, TCP/IP, and DOCSIS networking protocols.
• Strong command of Linux (Ubuntu, CentOS) and Solaris operating systems.
• Experience troubleshooting relational (Oracle, PostgreSQL, MySQL) and NoSQL (MongoDB) databases.
• Hands‑on knowledge of REST APIs, SOAP, XML, and SDK integration.
• Familiarity with scripting languages such as Perl, Bash, and Python.
• Experience using ticketing systems (e.g., Zendesk) and remote support tools.
• Ability to work independently in a remote setting and manage time effectively.

Preferred Qualifications

These additional skills will set you apart and accelerate your success at brighthush:

• Experience with SIP, TR‑069, and packet‑cable diagnostics.
• Knowledge of cloud platforms (AWS, Azure, GCP) and containerization (Docker, Kubernetes).
• Certifications such as CCNA, CCNP, or relevant Linux certifications.
• Previous exposure to service orchestration or broadband service provider environments.
• Strong analytical and problem‑solving skills with a data‑driven mindset.

Skills & Competencies

Success in this role requires a blend of technical acumen and soft skills:

• Technical troubleshooting and root‑cause analysis.
• Clear, concise communication in both English and Spanish.
• Customer‑first mindset and empathy.
• Collaboration across cross‑functional teams.
• Adaptability to evolving technologies and processes.
• Strong documentation and knowledge‑base creation.

Career Growth & Learning Opportunities

At brighthush, we invest in your professional development:

• Access to a comprehensive learning portal covering networking, databases, cloud, and software development.
• Mentorship programs pairing you with senior engineers and product managers.
• Opportunities to transition into specialized roles such as Network Architect, Database Engineer, or Product Support Lead.
• Annual technical conferences and industry events sponsorship.
• Clear performance‑based promotion paths and salary reviews.

Work Environment & Culture

Our remote-first culture is built on trust, transparency, and collaboration. You’ll enjoy:

• Flexible work hours that accommodate different time zones and personal commitments.
• Regular virtual team huddles, knowledge‑sharing sessions, and social events.
• A supportive community that values mental health and well‑being.
• Inclusive hiring practices that celebrate diverse perspectives.

Compensation, Perks & Benefits

We offer a competitive total rewards package designed to attract and retain top talent:

• Annual base salary ranging from CAD 65,000 to CAD 75,000, commensurate with experience.
• Performance‑based bonuses and equity options.
• Health, dental, and vision insurance for you and your dependents.
• Generous paid time off, including vacation, sick leave, and personal days.
• Professional development stipend and reimbursement for certifications.
• Flexible remote work stipend to set up a productive home office.
• Employee wellness programs, including virtual fitness classes and mental health resources.

Ready to Make an Impact?

If you’re a bilingual technical professional who thrives on solving complex problems and delivering exceptional customer experiences, brighthush invites you to join our dynamic team. Bring your expertise in networking, databases, and cloud technologies, and help us empower service providers around the world to deliver faster, more reliable broadband services.

Apply today and become part of a company that values innovation, collaboration, and the growth of its people.