Entry‑Level Customer Support Engineer – Cloud Native AI Platform Troubleshooting, DevOps, and Customer Success at brighthush

About brighthush

Welcome to brighthush, a trailblazing AI cloud platform company that empowers enterprises and public agencies with cutting‑edge open‑source generative and predictive AI solutions. Our mission is to democratize AI by delivering scalable, secure, and highly performant cloud services that accelerate innovation across industries. At brighthush, we blend deep technical expertise with a customer‑centric mindset, ensuring that every line of code and every support ticket drives real business value.

Why Join brighthush?

At brighthush, you’ll be part of a vibrant, collaborative culture that thrives on curiosity, continuous learning, and a shared commitment to excellence. We champion diversity, encourage experimentation, and reward bold ideas. Whether you’re a seasoned engineer or just starting your career, you’ll find a supportive environment that nurtures growth, offers mentorship, and provides the tools you need to succeed.

Role Overview

As an Entry‑Level Customer Support Engineer, you will be the first line of defense for our cloud‑native AI platform. You’ll work closely with our customers, product, and engineering teams to diagnose, troubleshoot, and resolve complex technical issues. Your responsibilities will span from hands‑on debugging in Kubernetes clusters to writing production‑ready code that enhances platform reliability. This role is ideal for individuals who are passionate about cloud infrastructure, DevOps practices, and delivering exceptional customer experiences.

Key Responsibilities

• Customer Issue Resolution: Investigate and resolve technical incidents reported by customers, ensuring minimal downtime and maximum satisfaction.
• Root‑Cause Analysis: Conduct deep dives into logs, metrics, and system telemetry to identify underlying problems and recommend permanent fixes.
• Incident Management: Participate in on‑call rotations, manage incident lifecycles, and communicate status updates to stakeholders.
• Code Contributions: Write clean, maintainable code in Go, Python, or Java to automate support workflows, improve monitoring, and extend platform capabilities.
• Documentation & Knowledge Base: Create and maintain detailed troubleshooting guides, FAQs, and internal knowledge articles to empower both customers and teammates.
• Collaboration: Work with product managers, developers, and quality assurance to prioritize bug fixes and feature enhancements.
• Performance Tuning: Optimize Kubernetes deployments, Helm charts, and Terraform scripts to enhance scalability and resilience.
• Security & Compliance: Ensure that all support activities adhere to industry best practices for security, data privacy, and regulatory compliance.
• Continuous Improvement: Identify recurring pain points and propose process improvements, tooling upgrades, and automation opportunities.

Essential Qualifications

• Bachelor’s degree in Computer Science, Engineering, or a related technical field.
• Minimum of 1 year of professional software engineering experience.
• Hands‑on experience with Kubernetes, Docker, and container orchestration.
• Proficiency in at least one of the following programming languages: Go, Python, C++, or Java.
• Strong Linux system administration skills, including Bash scripting.
• Experience with infrastructure‑as‑code tools such as Terraform and Helm.
• Familiarity with major cloud providers (AWS, Azure, GCP) and their native services.
• Solid understanding of networking fundamentals, including TCP/IP, DNS, load balancing, and firewalls.
• Excellent communication skills in English, both written and verbal.
• Demonstrated ability to troubleshoot complex distributed systems.

Preferred Qualifications

• Experience with gRPC, Spring Boot, or microservices architecture.
• Knowledge of data processing libraries such as Pandas, NumPy, or Scikit‑Learn.
• Exposure to machine learning frameworks like PyTorch or TensorFlow.
• Background in working with big data stores (e.g., Druid, Cassandra, or Elasticsearch).
• Familiarity with Scala, Akka, or other functional programming paradigms.
• Previous involvement in open‑source projects or community contributions.
• Certifications in cloud platforms (AWS Certified Solutions Architect, Azure Fundamentals, GCP Associate Cloud Engineer).

Technical Skills & Competencies

• Cloud Native Technologies: Kubernetes, Docker, Helm, Terraform, AWS, Azure, GCP.
• Programming & Scripting: Go, Python, Java, C++, Bash.
• Data & ML Libraries: Pandas, NumPy, Scikit‑Learn, PyTorch.
• DevOps Practices: CI/CD pipelines, automated testing, monitoring, and alerting.
• Networking & Security: TCP/IP, DNS, load balancing, firewalls, IAM, encryption.
• Soft Skills: Problem‑solving, critical thinking, teamwork, customer empathy, and time management.

Career Growth & Learning Opportunities

At brighthush, we believe that learning is a lifelong journey. As a Customer Support Engineer, you’ll have access to:

• Mentorship from senior engineers and product leaders.
• Regular technical workshops, hackathons, and knowledge‑sharing sessions.
• Opportunities to contribute to open‑source projects and community events.
• Clear career pathways to roles such as Senior Support Engineer, Solutions Architect, or Product Manager.
• Support for industry certifications and conference attendance.

Work Environment & Culture

Our remote-first culture means you can work from anywhere in Canada, with a focus on Toronto, Ontario. We provide:

• Flexible working hours to accommodate different time zones.
• High‑speed internet stipend and ergonomic equipment allowance.
• Regular virtual team‑building activities and quarterly in‑person retreats.
• A collaborative, inclusive environment that values transparency and open communication.

Compensation & Benefits

We offer a competitive salary range of CAD 80,000 – 100,000 per year, commensurate with experience and skill set. In addition to base pay, you’ll receive:

• Health, dental, and vision insurance.
• Retirement savings plan with company match.
• Paid time off, sick leave, and parental leave.
• Professional development budget for courses, certifications, and conferences.
• Employee stock purchase plan and equity options.
• Wellness programs, including mental health resources and fitness subsidies.

How to Apply

Ready to join a forward‑thinking team that’s shaping the future of AI? Click the link below to submit your application and take the first step toward an exciting career at brighthush.

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Closing Statement

At brighthush, we’re building more than just AI tools—we’re building a community of innovators who solve real‑world problems. If you’re passionate about cloud infrastructure, eager to learn, and committed to delivering stellar customer experiences, we want to hear from you. Join us and help shape the next generation of AI‑powered solutions.