Senior Customer Support Engineer – APAC Region – Technical Troubleshooting & Client Success

About brighthush

At brighthush, we are redefining the way businesses connect with their customers across the globe. As a leading innovator in the information technology sector, we empower brands with cutting‑edge messaging and telecom solutions that deliver seamless, secure, and scalable communication experiences. Our mission is simple: to help our clients shine brighter by providing reliable, high‑quality support that turns every interaction into an opportunity for growth.

Operating in a fast‑paced, technology‑driven environment, brighthush thrives on curiosity, collaboration, and a relentless pursuit of excellence. We believe that the best ideas come from diverse perspectives, which is why we foster an inclusive culture where every team member is encouraged to challenge the status quo and contribute to our shared success.

Why Join brighthush?

As a Customer Support Engineer in the APAC region, you will be at the forefront of our customer success strategy. You will work closely with a global network of engineers, product managers, and sales professionals to resolve complex technical issues, provide actionable insights, and help our clients unlock the full potential of our platform. In return, brighthush offers a dynamic work environment, continuous learning opportunities, and a competitive compensation package that rewards your expertise and dedication.

Key Responsibilities

• Act as the primary technical liaison for APAC customers, diagnosing and resolving complex issues across email, SMS, and API integrations.
• Provide real‑time troubleshooting and proactive guidance through multiple channels, including live chat, email, and remote desktop sessions.
• Document root causes, workarounds, and best‑practice solutions in Confluence and other knowledge‑base tools to support knowledge sharing across the organization.
• Collaborate with engineering teams to triage, reproduce, and prioritize bugs, ensuring timely resolution and clear communication to stakeholders.
• Monitor system health using Kibana, Grafana, and custom dashboards, and proactively alert teams to potential incidents.
• Contribute to the continuous improvement of support processes, including the creation of automated scripts, self‑service resources, and customer‑facing documentation.
• Participate in on‑call rotations and 24/7 incident response as required, maintaining a high level of customer satisfaction across time zones.
• Act as a mentor for junior support engineers, sharing expertise and fostering a culture of learning and accountability.

Essential Qualifications

• 2–3 years of customer‑facing technical support experience, preferably in a SaaS or telecom environment.
• Fluency in English and Mandarin (both written and spoken) to effectively communicate with a diverse APAC customer base.
• Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) for documentation and reporting.
• Strong analytical and problem‑solving skills, with a proven ability to diagnose complex technical issues under pressure.
• Experience with ticketing systems (Salesforce, JIRA) and collaboration tools (Confluence, Slack).
• Basic understanding of REST APIs, JSON, and HTTP protocols, enabling you to troubleshoot integration issues.
• Comfortable working in a remote, distributed team environment, with excellent time‑management and self‑discipline.

Preferred Qualifications

• Hands‑on experience with monitoring and observability tools such as Kibana, Grafana, and Prometheus.
• Programming knowledge in at least one of the following languages: Java, PHP, Ruby, C#, or Python, to assist in debugging and automation.
• Prior exposure to messaging or telecom platforms, including SMS, voice, or OTT messaging services.
• Experience with incident‑management frameworks (ITIL, SRE) and post‑mortem analysis.
• Knowledge of data privacy regulations (GDPR, PDPA) relevant to the APAC region.
• Previous experience working in a high‑growth startup or scale‑up environment.

Core Skills & Competencies

• Technical Proficiency: Ability to navigate complex systems, interpret logs, and use diagnostic tools to isolate issues.
• Communication: Clear, concise, and empathetic communication with customers and internal stakeholders.
• Customer‑Centric Mindset: A passion for delivering exceptional service and turning challenges into opportunities for improvement.
• Collaboration: Comfortable working cross‑functionally with engineering, product, and sales teams.
• Adaptability: Thrives in a fast‑moving environment, quickly learning new technologies and processes.
• Project Management: Ability to manage multiple tickets, prioritize tasks, and meet SLA commitments.

Career Growth & Learning Opportunities

At brighthush, we invest heavily in the professional development of our team. As a Customer Support Engineer, you will have access to:

• Structured mentorship programs pairing you with senior engineers and product leads.
• Regular technical workshops covering the latest in API development, cloud infrastructure, and security best practices.
• Opportunities to transition into specialized roles such as Solutions Architect, Product Support Manager, or Technical Account Manager.
• Annual hackathons and innovation challenges that encourage creative problem‑solving and cross‑department collaboration.
• Support for industry certifications (e.g., AWS Certified Developer, Microsoft Certified: Azure Fundamentals) and conference attendance.

Work Environment & Culture at brighthush

Our remote‑first culture empowers you to work from anywhere in Malaysia while staying connected through a robust digital collaboration ecosystem. We value:

• Flexibility: Flexible working hours that accommodate different time zones and personal commitments.
• Transparency: Open communication channels, regular town‑hall meetings, and a flat hierarchy that encourages idea sharing.
• Diversity & Inclusion: A workforce that reflects the global communities we serve, with initiatives to promote equity and belonging.
• Well‑being: Comprehensive health benefits, mental‑health resources, and wellness programs to support your physical and emotional health.
• Community Impact: Volunteer programs and corporate social responsibility projects that allow you to give back to the APAC region.

Compensation, Perks, and Benefits

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

• Base salary aligned with industry standards for mid‑level technical support roles.
• Performance‑based bonuses tied to customer satisfaction metrics and incident resolution KPIs.
• Equity options or stock‑purchase plans to share in the company’s long‑term success.
• Health, dental, and vision insurance coverage for you and your dependents.
• Annual professional development stipend and reimbursement for relevant certifications.
• Generous paid time off, including vacation, sick leave, and personal days.
• Access to a company‑wide wellness platform offering fitness classes, meditation sessions, and health coaching.

Ready to Shine with brighthush?

If you are a proactive, customer‑focused engineer who thrives on solving complex problems and delivering exceptional service, we want to hear from you. Join brighthush and become part of a team that is not only shaping the future of global communication but also empowering customers to achieve their goals.

Apply today and let’s build brighter, more connected futures together.