Senior Customer Experience Technical Associate – Hosting & Cloud Support Specialist with Cross‑Functional Collaboration & Continuous Improvement at brighthush

About brighthush

brighthush is a forward‑thinking technology ecosystem that unites more than 60 high‑performance brands across 22 European markets. Together, we empower 3.3 million small and medium‑size businesses to thrive online by delivering world‑class hosting, domain, e‑commerce, and SaaS solutions. Our mission is simple: make digital success effortless for every entrepreneur. Whether you’re launching a new website, scaling a cloud infrastructure, or integrating advanced marketing tools, brighthush is the one‑stop partner that delivers reliability, innovation, and exceptional customer care.

Why brighthush?

At brighthush, technology is accessible, secure, and scalable. Our culture is built on collaboration, continuous learning, and a relentless focus on customer delight. We champion diversity and inclusion, encouraging every team member to bring their authentic self to work. Our commitment to environmental stewardship and social responsibility is reflected in our ESG initiatives, which aim to reduce our carbon footprint, support local communities, and promote sustainable business practices.

Position Overview

We are seeking a Senior Customer Experience Technical Associate who excels at the intersection of technical support and genuine customer care. In this role, you will be the primary point of contact for our hosting and related services, handling tickets, live chats, and phone inquiries. You will diagnose and resolve complex technical issues, mentor junior help‑desk agents, and translate customer feedback into actionable product improvements. Your technical expertise, coupled with a passion for service excellence, will help us maintain the high standards that our customers expect.

Key Responsibilities

• Provide expert technical support for hosting, domain, email, and cloud services via tickets, chat, and phone.
• Monitor infrastructure health using tools such as Nagios, Prometheus, and custom dashboards; proactively identify and resolve performance bottlenecks.
• Mentor and coach junior help‑desk agents, fostering a culture of knowledge sharing and continuous improvement.
• Escalate complex tickets to the infrastructure and development teams, ensuring timely resolution and clear communication.
• Report bugs and feature requests to the development team, collaborating on prioritization and release planning.
• Identify and communicate widespread issues to the help‑desk and management, driving systemic improvements.
• Assist the migration department with customer migrations, ensuring minimal downtime and data integrity.
• Engage in cross‑sell and upsell opportunities, guiding customers toward solutions that enhance their online presence.
• Collect and analyze customer feedback, presenting insights to product and service teams to drive continuous improvement.
• Develop and maintain technical documentation, knowledge base articles, and troubleshooting guides.
• Participate in on‑call rotations and incident response as needed, maintaining a high level of readiness.
• Take initiative on projects that support brighthush’s strategic goals, demonstrating ownership and innovation.

Essential Qualifications

• Proven experience (3+ years) in technical support for hosting, domain, or SaaS environments.
• Strong command of Linux and Windows operating systems, including command‑line proficiency.
• Deep knowledge of web and database servers: Apache, Nginx, MySQL, MariaDB, MSSQL.
• Hands‑on experience with mail services: Postfix, Dovecot, SMTP, IMAP, POP3, Sieve.
• Familiarity with DNS technologies: BIND, PowerDNS, Cloudflare.
• Expertise with control panels such as Plesk or cPanel.
• Experience with monitoring tools (Nagios, Prometheus, Grafana) and alerting workflows.
• Knowledge of CMS platforms (WordPress, Joomla, Drupal) and basic PHP, HTML, CSS, JavaScript.
• Understanding of Node.js, Ruby on Rails, CDN concepts, and virtualization (Docker, VMWare).
• Exceptional troubleshooting skills, with a methodical approach to problem resolution.
• Fluent in Greek and English, both written and spoken; additional languages are a plus.
• Strong communication, teamwork, and self‑leadership abilities.

Preferred Qualifications

• Experience with cloud platforms (AWS, Azure, GCP) and infrastructure‑as‑code (Terraform, Ansible).
• Knowledge of security best practices: SSL/TLS, firewall configuration, DDoS mitigation.
• Previous involvement in product development or feature prioritization.
• Certifications such as CompTIA Linux+, Microsoft Certified: Azure Administrator Associate, or similar.
• Experience in a fast‑paced, high‑volume support environment with SLA commitments.

Skills & Competencies

• Technical Proficiency: Operating systems, web servers, databases, mail, DNS, control panels, monitoring.
• Analytical Thinking: Ability to dissect complex issues, identify root causes, and propose effective solutions.
• Customer‑Centric Mindset: Passion for delivering exceptional service and turning feedback into action.
• Collaboration: Comfortable working cross‑functionally with engineering, product, and sales teams.
• Adaptability: Thrives in a dynamic environment, quickly learning new tools and processes.
• Communication: Clear, concise, and empathetic communication in both Greek and English.
• Leadership: Mentoring, coaching, and driving continuous improvement initiatives.

Career Growth & Learning Opportunities

At brighthush, we invest in our people. As a Senior Customer Experience Technical Associate, you will:

• Advance to a Technical Lead or Product Owner role, guiding the direction of our hosting and SaaS offerings.
• Participate in cross‑departmental projects, gaining exposure to product development, marketing, and sales.
• Attend industry conferences, webinars, and training sessions to stay ahead of emerging technologies.
• Earn certifications and receive tuition reimbursement for relevant courses.
• Lead internal knowledge‑sharing workshops, fostering a culture of continuous learning.

Work Environment & Culture

brighthush embraces a hybrid work model, offering full‑time remote positions for candidates in Greece or Voutes. Our team values:

• Flexibility: Work from anywhere while maintaining a healthy work‑life balance.
• Collaboration: Daily stand‑ups, weekly cross‑team syncs, and open communication channels.
• Diversity & Inclusion: A welcoming environment where every voice is heard and respected.
• Innovation: Encouragement to experiment, propose new ideas, and drive product enhancements.
• Recognition: Regular shout‑outs, performance bonuses, and career milestone celebrations.

Compensation & Benefits

While specific figures vary based on experience and location, brighthush offers a competitive salary package that includes:

• Base salary commensurate with market rates for senior technical support roles.
• Performance‑based bonuses tied to customer satisfaction metrics and incident resolution.
• Health and wellness benefits: comprehensive medical coverage, mental health support, and fitness stipends.
• Retirement plan contributions and financial planning resources.
• Generous paid time off, including vacation, sick leave, and personal days.
• Professional development budget for courses, certifications, and conferences.
• Flexible working hours and remote work stipend.
• Employee referral program with attractive rewards.

ESG Commitment

brighthush is dedicated to environmental stewardship, social responsibility, and ethical governance. Our latest impact report showcases our progress toward sustainability goals, community outreach, and inclusive hiring practices. Explore our ESG initiatives here.

Ready to Join brighthush?

If you are a technically adept, customer‑focused professional who thrives in a fast‑paced, collaborative environment, we want to hear from you. Bring your expertise, curiosity, and passion for service excellence to brighthush, and help us empower millions of businesses to succeed online.

Apply Today and become part of a team that values innovation, inclusion, and impact.