Senior Customer Support Engineer – Infrastructure & Cloud Operations Specialist – Technical Troubleshooting & Customer Success at brighthush

About brighthush

brighthush is a trailblazing technology company that empowers businesses to build, deploy, and scale resilient, cloud‑native infrastructures. With a focus on open‑source solutions, brighthush delivers a next‑generation operating system that simplifies complex workloads, accelerates innovation, and reduces operational overhead. Our mission is to make high‑performance, secure, and scalable infrastructure accessible to teams of all sizes, enabling them to focus on delivering value rather than wrestling with infrastructure.

As we continue to grow, we’re looking for a passionate, technically‑savvy Customer Support Engineer who can bridge the gap between our cutting‑edge platform and the customers who rely on it. If you thrive on solving intricate problems, enjoy collaborating with cross‑functional teams, and love turning customer insights into product improvements, brighthush is the place for you.

The Role

As a Customer Support Engineer at brighthush, you will be the frontline advocate for our customers. You’ll guide them through every stage of their journey—from initial deployment and migration to ongoing optimization and platform upgrades—ensuring they extract maximum value from our operating system. Your responsibilities will span technical troubleshooting, knowledge base enrichment, and process improvement, all while leveraging AI to streamline support workflows.

Key Responsibilities

• Diagnose and resolve complex technical issues across the brighthush platform, including Linux kernel, container orchestration, networking, and storage components.
• Manage escalations and high‑priority customer inquiries, coordinating with Engineering, Product, and Security teams to deliver timely, effective solutions.
• Lead customers through implementation and migration projects, providing hands‑on guidance, best‑practice recommendations, and detailed documentation.
• Analyze logs, performance metrics, and system telemetry to identify root causes and recommend optimizations that improve reliability and efficiency.
• Collaborate with the Engineering team to investigate, reproduce, and fix bugs, contributing to the continuous improvement of the platform.
• Document technical solutions, create or update knowledge‑base articles, and develop customer‑facing guides that empower users to self‑serve.
• Identify recurring issues and translate them into repeatable processes, automation scripts, or platform enhancements.
• Utilize AI tools to research troubleshooting steps, analyze large datasets, and generate actionable insights that accelerate problem resolution.
• Participate in an on‑call rotation, ensuring 24/7 coverage for critical incidents and maintaining high service‑level agreements.
• Act as a customer advocate within brighthush, feeding back user pain points and feature requests to product and engineering teams.

Who You Are

We’re looking for a technical problem‑solver who is equally comfortable with code, configuration, and conversation. You thrive in a fast‑moving, remote environment and have a proven track record of turning complex challenges into elegant solutions.

Essential Qualities

• Deep understanding of Linux administration, especially within Debian‑based distributions.
• Hands‑on experience with virtualization technologies such as KVM/QEMU, VMware, Nutanix, or Hyper‑V.
• Strong networking fundamentals—TCP/IP, routing, VLANs, firewalls, and VPNs—along with the ability to troubleshoot diverse network configurations.
• Proficiency in scripting and automation using Python, Bash, Go, or similar languages.
• Excellent communication skills, with the ability to explain complex technical concepts in plain language to both technical and non‑technical audiences.
• Experience working directly with customers in a technical capacity, managing expectations, and delivering exceptional service.
• Self‑motivation and the ability to work independently while knowing when to engage teammates or escalated resources.
• Hands‑on experience with AI or ML tools for troubleshooting, documentation, or automation.

Preferred Experience

• Experience with cloud platforms such as AWS, Google Cloud, Azure, or similar environments.
• Knowledge of REST APIs and system integrations.
• Contributions to open‑source projects, especially those focused on automation or AI‑assisted workflows.
• Familiarity with CI/CD pipelines, Git, and version control best practices.
• Background in DevOps, Site Reliability Engineering, or Systems Engineering.

Skills & Competencies

• Technical Proficiency: Linux kernel internals, container runtimes (Docker, containerd), orchestration (Kubernetes), storage (Ceph, GlusterFS), networking (BGP, OSPF, VXLAN).
• Analytical Thinking: Ability to dissect complex problems, identify patterns, and propose scalable solutions.
• Customer‑Centric Mindset: Empathy for user pain points, proactive communication, and a commitment to delivering value.
• Collaboration: Comfortable working with cross‑functional teams—Engineering, Product, Security, and Sales—to align on priorities and outcomes.
• Continuous Learning: Passion for staying current with emerging technologies, industry trends, and best practices.
• AI & Automation: Experience leveraging AI for log analysis, root‑cause discovery, and workflow optimization.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and fostering a culture of continuous improvement. As a Customer Support Engineer, you’ll:

• Gain exposure to the full product lifecycle—from architecture design to release management—by collaborating closely with Engineering and Product teams.
• Develop deep expertise in cloud‑native infrastructure, containerization, and automation, positioning you for future roles such as SRE, DevOps Engineer, or Technical Program Manager.
• Participate in internal knowledge‑sharing sessions, hackathons, and innovation challenges that encourage experimentation and skill development.
• Access a curated learning library, including courses on Kubernetes, cloud security, AI/ML, and advanced Linux administration.
• Receive mentorship from senior engineers and leaders who are committed to your professional growth.

Work Environment & Company Culture

brighthush is built on a foundation of transparency, collaboration, and empowerment. Our remote‑first culture means you can work from anywhere while staying connected through:

• Weekly all‑hands meetings that keep everyone aligned on vision and progress.
• Open communication channels—Slack, Teams, and video calls—where ideas and feedback flow freely.
• Inclusive hiring practices that celebrate diverse perspectives and backgrounds.
• A focus on work‑life balance, with flexible hours and generous vacation policies.
• Regular team‑building events, both virtual and in‑person, to strengthen relationships and foster a sense of community.

Compensation, Perks & Benefits

While specific figures vary by role and location, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with experience and market benchmarks.
• Performance‑based bonuses and equity opportunities that align your success with the company’s growth.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) matching and retirement planning resources.
• Unlimited paid time off (PTO) to support personal and professional rejuvenation.
• Continuous learning stipend for courses, certifications, and conferences.
• Wellness programs, including mental health resources and fitness reimbursements.
• Flexible work arrangements and a fully remote environment.

Why Join brighthush?

At brighthush, you’ll be part of a mission‑driven team that is redefining how businesses build and operate infrastructure. You’ll:

• Work on cutting‑edge technology that directly impacts thousands of customers worldwide.
• Collaborate with talented engineers, product managers, and designers who are passionate about solving real‑world problems.
• Have the autonomy to experiment, innovate, and influence product direction.
• Benefit from a culture that values curiosity, continuous learning, and a healthy work‑life balance.
• Enjoy a supportive environment where your contributions are recognized, and your career path is clear.

Ready to take the next step in your career and help shape the future of infrastructure? Apply now to join brighthush and become a key player in delivering world‑class support to our growing customer base.