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

About brighthush

brighthush is a pioneering force in the broadband service orchestration landscape, delivering next‑generation 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.

Role Overview

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 in both English and Spanish, troubleshooting complex network and database issues, diagnosing and resolving problems in Linux and Solaris environments, and collaborating with cross‑functional teams to drive product improvements.

Key Responsibilities

• Deliver high‑quality, multilingual support to customers, ensuring clear communication and rapid resolution of technical issues.
• Diagnose and resolve advanced network problems involving DHCP, DNS, TCP/IP, and DOCSIS protocols across diverse hardware and software stacks.
• Investigate and remediate Linux and Solaris kernel, file‑system, and service‑level issues, ensuring minimal downtime for clients.
• Analyze and optimize database performance in Oracle, PostgreSQL, MySQL, and MongoDB, identifying bottlenecks and implementing best‑practice solutions.
• Examine RESTful APIs, SOAP services, XML payloads, and SDK integrations to isolate root causes and recommend enhancements.
• Document solutions, create knowledge‑base articles, and update internal troubleshooting guides to empower the support community.
• Participate in on‑call rotations and after‑hours support to maintain 24/7 service availability for global customers.
• Collaborate with engineering, product, and quality assurance teams to provide actionable feedback on product improvements.
• Lead continuous improvement initiatives for support processes, tools, and workflows.
• Mentor junior support engineers, sharing best practices and fostering a culture of learning and excellence.

Essential Qualifications

• Bilingual fluency in English and Spanish (written and spoken) with strong communication skills.
• 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

• 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

• 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. You will have access to a comprehensive learning portal covering networking, databases, cloud, and software development. Mentorship programs pair you with senior engineers and product managers, while cross‑departmental projects broaden your skill set. Opportunities to transition into specialized roles such as Network Architect, Database Engineer, or Product Support Lead are readily available. We sponsor annual technical conferences and industry events, and we maintain a clear performance‑based promotion path with regular 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 keep the community vibrant. We prioritize mental health and well‑being, offering wellness programs, virtual fitness classes, and mental health resources. Inclusive hiring practices celebrate diverse perspectives, and our virtual coworking space and digital collaboration tools keep everyone connected.

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.