Senior Customer Support Engineer – APAC Technical Troubleshooting & Multilingual Service Excellence

About brighthush

brighthush is a global leader in secure communication and messaging solutions, empowering businesses to connect with their customers through reliable, scalable, and innovative platforms. With a presence in more than 100 countries, we help enterprises of all sizes—from startups to Fortune 500 giants—deliver seamless, real‑time messaging experiences that drive engagement, trust, and growth.

Our mission is simple: to make every digital interaction safe, swift, and satisfying. We do this by combining cutting‑edge technology, a customer‑centric mindset, and a culture that values curiosity, collaboration, and continuous improvement. At brighthush, we believe that the best solutions are built by people who are passionate about solving real problems and who thrive in a fast‑moving, high‑impact environment.

Why Join brighthush?

As a Customer Support Engineer in the APAC region, you will be at the forefront of our customer experience strategy. You will work directly with clients across Asia, Asia‑Pacific, and beyond, ensuring that their technical challenges are resolved quickly and that they feel supported every step of the way. This role offers:

• Opportunity to work with a diverse, global customer base.
• Hands‑on experience with industry‑leading tools such as Salesforce, JIRA, Kibana, and Grafana.
• Chance to deepen your technical skill set in APIs, cloud monitoring, and scripting.
• Remote‑first work model with flexible hours and a supportive virtual team.
• Clear career progression paths into senior technical roles, product management, or engineering leadership.

Key Responsibilities

In this role, you will be the technical bridge between our customers and our product teams. Your day‑to‑day tasks will include:

• Technical Troubleshooting: Diagnose and resolve complex issues reported via email, chat, and phone, ensuring minimal downtime for our clients.
• Customer Advocacy: Act as the voice of the customer within brighthush, providing feedback to product and engineering teams to drive continuous improvement.
• Documentation & Knowledge Base: Create, maintain, and update detailed troubleshooting guides, FAQs, and internal knowledge articles to empower both customers and teammates.
• Incident Management: Participate in on‑call rotations, root‑cause analysis, and post‑mortem reviews to enhance system reliability.
• Collaboration: Work closely with Sales, Product, and Engineering to ensure a seamless handoff of customer issues and feature requests.
• Performance Monitoring: Use Kibana, Grafana, and other monitoring tools to proactively identify and mitigate potential service disruptions.
• Continuous Learning: Stay up‑to‑date with the latest industry trends, new product releases, and emerging technologies relevant to our customer base.

Essential Qualifications

We’re looking for candidates who bring a blend of technical acumen, customer empathy, and a proactive mindset:

• 2–3 years of customer‑facing experience in a technical support or engineering capacity.
• Fluent in English and Mandarin (both written and spoken). Knowledge of additional APAC languages is a plus.
• Strong analytical and problem‑solving skills, with the ability to break down complex issues into actionable steps.
• Proficiency in Microsoft Office (Word, Excel, PowerPoint) for documentation and reporting.
• Experience with email and chat support platforms, and a track record of delivering high‑quality customer service.
• Basic understanding of REST APIs and experience troubleshooting API‑related issues.
• Comfortable using collaboration tools such as Salesforce, JIRA, Confluence, and Slack.

Preferred Qualifications

While not mandatory, the following skills will set you apart:

• Hands‑on experience with programming languages such as Java, PHP, Ruby, C#, or Python.
• Knowledge of cloud monitoring and logging platforms (Kibana, Grafana) and the ability to interpret dashboards.
• Experience with ticketing systems and incident management workflows.
• Familiarity with security best practices for messaging and data protection.
• Previous remote work experience and self‑management skills.

Core Skills & Competencies

Success at brighthush requires a blend of technical, interpersonal, and organizational skills:

• Technical Proficiency: Ability to quickly learn new tools, APIs, and platforms.
• Communication: Clear, concise, and empathetic communication in both English and Mandarin.
• Customer‑Centric Mindset: Passion for solving customer problems and turning challenges into opportunities.
• Collaboration: Comfortable working cross‑functionally with engineering, product, and sales teams.
• Adaptability: Thrive in a fast‑paced, evolving environment with shifting priorities.
• Time Management: Prioritize tasks effectively while meeting SLA commitments.

Career Growth & Learning Opportunities

At brighthush, we invest heavily in our people. As a Customer Support Engineer, you will:

• Participate in a structured mentorship program with senior engineers and product managers.
• Attend monthly knowledge‑sharing sessions covering new product features, industry trends, and best practices.
• Access to online learning platforms (Udemy, Coursera, Pluralsight) for skill development in cloud, DevOps, and security.
• Opportunity to transition into technical roles such as Solutions Engineer, Product Support Lead, or Platform Engineer.
• Clear performance metrics and promotion pathways aligned with your impact and growth.

Work Environment & Culture at brighthush

Our remote‑first culture is built on trust, transparency, and collaboration. You will:

• Join a globally distributed team that values diversity and inclusion.
• Participate in virtual team‑building events, hackathons, and wellness initiatives.
• Enjoy flexible working hours to accommodate time zones across the APAC region.
• Have access to a virtual office platform that keeps you connected with colleagues in real time.
• Benefit from a culture that encourages experimentation, learning from failure, and celebrating successes.

Compensation & Benefits

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

• Base salary commensurate with market rates for mid‑level technical support roles.
• Performance‑based bonuses tied to customer satisfaction scores and incident resolution metrics.
• Comprehensive health and wellness benefits, including medical, dental, and vision coverage.
• Paid time off, including vacation, sick leave, and personal days.
• Professional development stipend and reimbursement for certifications.
• Flexible work arrangements and a supportive remote‑work infrastructure.

How to Apply

If you are a proactive, customer‑focused engineer who thrives in a dynamic, remote environment, we want to hear from you. Submit your resume and a brief cover letter outlining why you’re the perfect fit for the Customer Support Engineer role at brighthush. Join us in shaping the future of secure, real‑time communication for businesses worldwide.