Senior Bilingual Customer Support Engineer – Advanced Network & Database Troubleshooting Specialist (English & Spanish) – Remote Global Impact & Innovation

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 legacy of relentless innovation, unwavering reliability, and a customer‑centric mindset, brighthush stands at the forefront of the Information Technology industry, transforming complex network environments into seamless, high‑performance ecosystems that power the next generation of connectivity. Our mission is simple yet ambitious: to enable every service provider to deliver faster, more reliable broadband services to millions of customers, regardless of geography.

Why brighthush is the Place to Grow Your Career

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

• Collaborate with a global network of engineers, product specialists, and industry experts.
• 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 and personal growth.
• Be part of a company that values diversity, equity, and inclusion, actively promoting a culture of belonging.
• Contribute to products that help millions of customers experience faster, more reliable broadband services.

Key Responsibilities

As a Senior 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.
• Actively contributing to the continuous improvement of support processes and tools.
• Mentoring junior support engineers and sharing best practices across the team.

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.
• Experience with performance monitoring tools (e.g., Grafana, Prometheus).
• Knowledge of network security fundamentals and best practices.

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.
• Time‑management and self‑discipline in a remote environment.
• Proactive learning and continuous improvement.

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.
• Cross‑departmental project assignments to broaden your skill set.
• Regular knowledge‑sharing sessions and internal tech talks.
• Opportunities to contribute to open‑source projects and community initiatives.

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.
• Access to a virtual coworking space and digital collaboration tools.
• Annual company retreats and team‑building activities.
• Recognition programs that celebrate individual and team achievements.

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.
• Access to a 401(k) plan with company match.
• Annual stipend for home office upgrades and technology.
• Discounts on partner products and services.

How to Apply

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.

Ready to make an impact? Click the link below to submit your application and become part of a company that values innovation, collaboration, and the growth of its people.