Seasoned Night Shift Customer Support Specialist – Expert Technical Troubleshooting, Cloud & Edge Services, Global Digital Infrastructure

About brighthush

brighthush is a trailblazer in the world of cloud, edge, and AI infrastructure. With a footprint that spans more than 210 edge locations and 50+ cloud regions, we deliver lightning‑fast content, secure networking, and next‑generation AI services to millions of users worldwide. Our mission is simple: build the invisible backbone that powers everything from real‑time gaming to enterprise analytics, ensuring that digital experiences are seamless, secure, and always available.

Why This Role Matters

As a Night Shift Customer Support Specialist, you become the guardian of our customers’ uptime during the hours when the world is asleep. Your expertise translates into real‑world reliability for millions of users, and your insights help shape the future of our platform. If you thrive on solving complex problems, enjoy working in a fast‑paced environment, and want to make a tangible impact, this role is for you.

Key Responsibilities

In this role, you will:

• First‑Line Support: Serve as the initial point of contact for customers and internal stakeholders via chat, email, and phone. Provide clear, concise, and empathetic communication in English.
• Technical Troubleshooting: Diagnose and resolve issues related to cloud hosting, CDN, edge networking, and AI analytics. Leverage logs, network traces, and system metrics to pinpoint root causes.
• Incident Management: Document incidents in our ticketing system (JIRA, Zendesk, or similar), ensuring accurate, up‑to‑date records. Escalate complex problems to Tier 2/3 teams with detailed context and recommended next steps.
• Collaboration: Work closely with engineering, product, and operations to identify systemic issues, propose improvements, and drive post‑mortem actions.
• Continuous Improvement: Participate in on‑call rotations, contribute to knowledge base articles, and suggest process enhancements that reduce ticket volume and improve resolution times.
• Customer Advocacy: Champion the customer’s voice within brighthush, ensuring that their needs and feedback inform product development and service delivery.
• Metrics & Reporting: Track key performance indicators such as average resolution time, first‑contact resolution rate, and customer satisfaction scores. Use data to drive personal and team performance.
• Shift Management: Adhere to a structured night‑shift schedule (21:00–09:00) with a 1‑hour break, ensuring coverage and continuity across global time zones.

Essential Qualifications

• Minimum of 1 year of hands‑on technical support experience in a high‑volume, fast‑paced environment.
• Strong foundation in networking fundamentals: TCP/IP, DNS, MAC addressing, ping, traceroute, and basic routing concepts.
• Proficiency in hardware and software diagnostics, including log analysis, performance monitoring, and root‑cause analysis.
• English proficiency at B2 level or higher; fluency in additional languages is a competitive advantage.
• Exceptional customer advocacy skills—empathetic, patient, and solution‑oriented.
• Analytical mindset with a methodical approach to troubleshooting and problem solving.
• Adaptability to dynamic, evolving contexts and a willingness to learn new technologies quickly.
• Excellent organizational skills and the ability to prioritize multiple tasks simultaneously.
• Strong written and verbal communication skills, with the ability to explain complex technical concepts in simple language.
• Team player who thrives in a collaborative, cross‑functional environment.

Preferred Qualifications

• Experience with cloud platforms (AWS, Azure, GCP) or CDN/edge services.
• Hands‑on experience with Linux operating systems and API integration.
• Familiarity with monitoring tools such as Grafana, Prometheus, or similar.
• Knowledge of scripting languages (Python, Bash, PowerShell) for automation and troubleshooting.
• Understanding of security best practices, including TLS/SSL, firewall rules, and access controls.
• Experience with incident response frameworks (ITIL, DevOps) and post‑mortem processes.

Skills & Competencies

• Technical Aptitude: Quick grasp of new technologies and troubleshooting methodologies.
• Communication: Clear, concise, and courteous communication with customers and teammates.
• Time Management: Efficiently handle high ticket volumes while maintaining quality.
• Collaboration: Work seamlessly across cross‑functional teams to resolve incidents.
• Adaptability: Thrive in a 24/7 support environment with rotating night shifts.
• Customer‑Centric Mindset: Prioritize customer satisfaction and proactive issue resolution.
• Problem‑Solving: Apply structured analytical techniques to diagnose and resolve complex issues.
• Continuous Learning: Stay current with emerging technologies and industry trends.

Career Growth & Learning Opportunities

At brighthush, we invest heavily in your professional development. As a Night Shift Specialist, you will have access to:

• Structured learning tracks in cloud architecture, network engineering, and AI services.
• Mentorship programs pairing you with senior engineers, product managers, and support leads.
• Access to industry conferences, workshops, and certifications (e.g., AWS Certified Solutions Architect, CompTIA Network+).
• Opportunities to transition into technical roles such as Solutions Engineer, Field Engineer, or Product Support Lead.
• Regular performance reviews and career planning sessions to map your growth trajectory.
• Cross‑functional project assignments that broaden your skill set and expose you to new domains.

Work Environment & Culture

Our culture is built on transparency, collaboration, and a shared passion for technology. Highlights include:

• Global, multicultural team with members from over 30 countries.
• Open communication channels—weekly town halls, Slack communities, and cross‑team hackathons.
• Inclusive policies that celebrate diversity and promote work‑life balance.
• Flexible work arrangements—remote, hybrid, or on‑site options to suit your lifestyle.
• Regular team‑building activities, both virtual and in‑person.
• Recognition programs that celebrate individual and team achievements.
• Access to a modern, well‑equipped office with free snacks, beverages, and entertainment options.

Compensation & Benefits

While specific figures vary by location, brighthush offers a competitive package that includes:

• Base salary aligned with industry standards.
• Performance‑based bonuses tied to team and individual metrics.
• Health and wellness benefits—private medical insurance for you and your family.
• Paid time off—standard vacation days plus additional days for life events and birthdays.
• Fully paid sick leave and mental health support.
• Professional development stipend for courses, certifications, and conferences.
• Flexible work schedule with the option to work from anywhere for up to 45 days per year.
• Modern office spaces with free snacks, beverages, and entertainment options.
• Team sports and wellness programs to keep you energized and connected.
• Employee assistance programs and financial wellness resources.

Shift Schedule

As a Night Shift Specialist, you will work two consecutive 12‑hour shifts (21:00–09:00) followed by two days off. Each shift includes a 1‑hour break to recharge. This schedule ensures continuous support coverage while giving you ample downtime to rest and pursue personal interests.

How to Apply

Ready to join the brighthush family and help shape the future of digital infrastructure? Click the link below to submit your application and start your journey with us.

Apply to this Night Shift Customer Support Specialist role

Equal Opportunity Employer

brighthush is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of race, color, religion, sex, sexual orientation, age, gender identity, gender expression, national origin, disability, or any other protected characteristic.

Join Us

At brighthush, you’ll be part of a mission to build the invisible backbone of the internet—fast, reliable, and secure. Your expertise will directly impact millions of users worldwide, ensuring they experience the best possible performance and support. If you’re passionate about technology, customer success, and continuous learning, we want to hear from you.

Apply today and become a vital part of the brighthush team, where your work matters, your growth is supported, and your voice is heard.