Customer Support Specialist – Third‑Shift Remote Technical Support Engineer with Linux, AWS & Managed Services Expertise (24/7 Operations)
Welcome to brighthush – Where Technology Meets Exceptional Service
At brighthush, we are a fast‑growing Managed Services Provider (MSP) that powers the digital backbone of businesses across multiple industries. Our mission is to deliver reliable, secure, and high‑performance infrastructure solutions that enable our clients to focus on innovation while we handle the complexities of Linux server management, cloud orchestration, and network reliability. As we expand our global support footprint, we are looking for a dedicated Customer Support Specialist to join our third‑shift team and become a trusted technical partner for our customers—right from the comfort of your home.
Why This Role Is a Game‑Changer for Your Career
Working the third shift (overnight) at brighthush means you will be at the front line of 24/7 operations, handling critical incidents that keep our clients’ environments running smoothly. You’ll gain hands‑on experience with industry‑leading technologies such as Ubuntu, CentOS, CloudLinux, cPanel, and the full suite of Amazon Web Services (AWS) tools. In addition, you’ll collaborate with seasoned engineers, contribute to knowledge‑base creation, and mentor new teammates—all while enjoying the flexibility of a 100 % remote position.
Key Responsibilities – What You’ll Do Every Day
- Technical Support Delivery: Respond to customer inquiries via phone, ticketing system, or instant messenger, providing clear, concise, and accurate solutions.
- Linux & Cloud Troubleshooting: Diagnose and resolve advanced issues on Linux servers (Ubuntu, CentOS, CloudLinux) and AWS environments (EC2, CloudWatch, Auto Scaling, VPC, IAM).
- Critical Thinking & Problem Solving: Apply systematic analysis to isolate root causes, implement short‑term fixes, and design preventative measures for long‑term stability.
- Monitoring & Alert Management: Continuously monitor server alerts, performance metrics, and security notifications; take proactive steps to mitigate potential downtime.
- Documentation & Knowledge Sharing: Create and maintain internal SOPs, run‑books, and customer‑facing knowledge‑base articles that empower both the support team and end‑users.
- Onboarding & Mentorship: Assist in the training and onboarding of new support engineers, sharing best practices and fostering a collaborative learning environment.
- Continuous Learning: Stay up‑to‑date with emerging technologies, industry trends, and best practices in Linux administration, cloud services, and MSP operations.
- Shift Flexibility: Commit to a third‑shift schedule (overnight) with the expectation of covering at least one weekend day per month, ensuring 24/7 coverage for our global client base.
Essential Qualifications – The Foundations You Bring
- Minimum 1 year of experience delivering customer service or technical support via phone, ticketing platforms, or live chat.
- Hands‑on experience as a System Administrator or power user of Linux operating systems (Ubuntu, CentOS, CloudLinux).
- Solid understanding of core networking concepts: TCP/IP, DNS, routing, IP addressing, and email protocols.
- Practical knowledge of MySQL database administration and troubleshooting.
- Experience with popular control panels such as cPanel and cloud platforms, specifically AWS (EC2, CloudWatch, Auto Scaling, IAM, VPC).
- Previous work in a Managed Services Provider (MSP) environment, handling multi‑tenant infrastructures and service level agreements.
- Demonstrated ability to think independently, make decisions under pressure, and prioritize multiple tickets simultaneously.
- Excellent written and verbal communication skills, with a customer‑centric mindset.
- Willingness to work a third‑shift schedule and participate in occasional weekend coverage.
Preferred Qualifications – What Sets You Apart
- 2+ years of professional experience in Linux system administration or cloud operations.
- Certifications such as Linux Professional Institute Certification (LPIC), Red Hat Certified System Administrator (RHCSA), or AWS Certified Solutions Architect – Associate.
- Experience with automation tools (e.g., Ansible, Puppet, Chef) and scripting languages (Bash, Python).
- Familiarity with monitoring and logging solutions like Prometheus, Grafana, ELK Stack, or Splunk.
- Background in security hardening, patch management, and compliance frameworks (PCI‑DSS, HIPAA, ISO 27001).
Core Skills & Competencies – The DNA of Success
- Analytical Mindset: Ability to dissect complex technical problems and devise logical, step‑by‑step solutions.
- Customer Empathy: Understanding the impact of downtime on business operations and communicating with patience and clarity.
- Time Management: Efficiently juggle multiple tickets, prioritize urgent incidents, and meet SLA commitments.
- Team Collaboration: Work closely with Tier‑2 engineers, product specialists, and account managers to deliver seamless support.
- Adaptability: Thrive in a fast‑changing environment, quickly learning new tools, platforms, and processes.
- Documentation Discipline: Produce high‑quality, searchable documentation that reduces repeat incidents.
Career Growth & Learning Opportunities at brighthush
At brighthush, your professional development is a top priority. As a third‑shift support specialist, you will have access to:
- Mentorship Programs: Pairing with senior engineers for knowledge transfer and skill acceleration.
- Certification Sponsorship: Financial support for industry‑recognized certifications (Linux, AWS, networking, security).
- Internal Training Labs: Hands‑on labs and sandbox environments to experiment with new technologies without risk.
- Career Pathways: Clear progression routes to Senior Support Engineer, Incident Manager, or Cloud Operations Engineer roles.
- Cross‑Functional Projects: Opportunities to contribute to product development, automation initiatives, and client‑facing workshops.
Work Environment & Culture – What It’s Like at brighthush
We believe that a supportive, inclusive, and transparent culture fuels innovation. Even though you’ll be working remotely, you’ll feel connected through:
- Virtual Team Huddles: Daily stand‑ups, weekly retrospectives, and monthly all‑hands meetings to keep everyone aligned.
- Collaborative Tools: Slack, Microsoft Teams, and Confluence for real‑time communication and documentation sharing.
- Diversity & Inclusion: A commitment to building a workforce that reflects a variety of backgrounds, perspectives, and experiences.
- Work‑Life Balance: Flexible scheduling within the third‑shift window, generous paid time off, and a focus on mental‑health resources.
- Recognition Programs: Quarterly awards, peer‑nominated shout‑outs, and performance bonuses that celebrate excellence.
Compensation, Perks & Benefits – What You’ll Receive
While exact salary will be based on experience and market factors, the role offers a competitive base of $80,000 + DOE. In addition, you’ll enjoy a comprehensive benefits package that includes:
- Medical, dental, and vision insurance with multiple plan options.
- Employer‑matched 401(k) retirement plan.
- Generous paid time off (vacation, sick leave, and holidays) plus additional PTO for long‑service milestones.
- Remote‑work stipend for home‑office setup (ergonomic chair, monitor, high‑speed internet).
- Wellness programs, including virtual fitness classes and mental‑health counseling.
- Annual performance bonuses tied to individual and company goals.
- Professional development budget for courses, conferences, and certifications.
How to Apply – Join the brighthush Team Today
If you are passionate about delivering world‑class technical support, thrive in a 24/7 environment, and possess the Linux and AWS expertise we need, we want to hear from you. To apply:
- Prepare an up‑to‑date resume highlighting your Linux, cloud, and MSP experience.
- Write a brief cover letter explaining why the third‑shift remote role at brighthush excites you.
- Submit your application through our online portal or email it directly to [email protected].
Our recruiting team reviews applications on a rolling basis, and qualified candidates will be contacted for a virtual interview within 5‑7 business days.
Take the Next Step – Become a Critical Part of brighthush’s Success
At brighthush, you won’t just be answering tickets—you’ll be shaping the reliability and performance of mission‑critical infrastructures for clients worldwide. Your expertise will directly impact business continuity, security, and growth for organizations that rely on us every hour of every day. Join a forward‑thinking, technology‑driven team where your contributions are recognized, your skills are continuously sharpened, and your career trajectory is limitless.
Apply now and start your journey with brighthush—where exceptional support meets cutting‑edge technology.
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