Senior Customer Support Engineer – Network & Cloud Solutions Specialist – Driving Innovation for Global Broadband Providers with Advanced Connectivity Solutions at brighthush (Remote, Ontario, Canada)

About brighthush

Since 1992, brighthush has been a catalyst for broadband transformation, partnering with the world’s most influential service providers to deliver software that powers millions of homes and businesses. Our mission is simple yet ambitious: make the Internet faster, more reliable, and easier to manage. From cloud‑based network orchestration to next‑generation customer experience platforms, we fuse deep industry expertise with a relentless focus on customer success. As a fully remote, global organization, we bring together engineers, designers, and support specialists from North America, Europe, and Asia to solve complex problems in real time, all while maintaining a culture that values curiosity, ownership, and continuous learning.

Why brighthush is the Place to Grow Your Career

At brighthush, you’ll be part of a tight‑knit, high‑energy team that thrives on experimentation and impact. Whether you’re troubleshooting a critical network outage or building a new automation tool, your work directly influences the experience of millions of subscribers worldwide. We empower our people to take initiative, experiment with emerging technologies, and shape the future of broadband. If you’re passionate about turning complex technical challenges into elegant, customer‑centric solutions, brighthush is the place for you.

Role Overview

As a Senior Customer Support Engineer, you will serve as the technical bridge between our customers and our product teams. You’ll diagnose and resolve complex issues, create knowledge‑base content, and collaborate cross‑functionally to drive product improvements. This is a fully remote role based in Ontario, Canada, with a competitive salary range of $65,000–$75,000 CAD. In addition to the base salary, you’ll benefit from a comprehensive benefits package that supports your health, growth, and work‑life balance.

Key Responsibilities

• Provide pre‑ and post‑sales technical support via email, phone, and remote access, including delivering presentations, training sessions, and live demos to customers.
• Write, edit, and maintain self‑help documentation, knowledge‑base articles, and troubleshooting guides that empower customers to resolve issues independently.
• Escalate complex customer problems to engineering or product teams when necessary, ensuring timely resolution and clear communication.
• Collaborate closely with Engineering, Product, and Marketing to provide actionable feedback on feature requests, bug reports, and user experience improvements.
• Participate in root‑cause analysis (RCA) sessions, documenting findings and recommending preventive measures.
• Qualify and log support tickets for product teams, ensuring accurate issue descriptions, reproduction steps, and impact assessments.
• Develop and maintain scripts, tools, and automation workflows that streamline support processes and reduce ticket volume.
• Diagnose and troubleshoot complex network and database issues, including large‑scale deployments of brighthush solutions.
• Demonstrate a proven ability to learn new technologies quickly, applying them to solve real‑world problems.
• Participate in on‑call rotation and pager duty, ensuring 24/7 support coverage for our global customer base.
• Attend cross‑functional meetings, product demos, and training sessions, often outside of standard business hours to accommodate international clients.

Essential Qualifications

• Post‑secondary degree in Computer Science, Information Technology, or a related field.
• Minimum of 2 years of hands‑on experience in a technical support or help‑desk environment.
• Intermediate knowledge of DHCP, DNS, and TCP/IP networking protocols.
• Operational experience with Linux and/or brighthush administration.
• Experience troubleshooting large relational and NoSQL databases (e.g., PostgreSQL, MongoDB, Cassandra, Redis).
• Working knowledge of RESTful APIs, SOAP, XML, and SDK integration.
• Strong analytical and problem‑solving skills, with a methodical approach to diagnosing complex issues.
• Excellent written and verbal communication skills in English.
• Comfortable working from a home office in Ontario, Canada, and traveling to customer sites when required.

Preferred (Nice to Have) Experience

• Proficiency in scripting languages such as Bash, Perl, Python, or PowerShell.
• Knowledge of brighthush protocols or similar user services platform protocols.
• Experience with customer support platforms like Zendesk or ServiceNow.
• Hands‑on experience configuring and troubleshooting routers, switches, and other networking hardware.
• Background in cloud platforms (AWS, Azure, GCP) and containerization (Docker, Kubernetes).
• Familiarity with Agile development practices and tools such as Jira, Confluence.

Skills & Competencies

• Technical troubleshooting and diagnostic expertise across networking, databases, and cloud services.
• Strong communication skills, capable of translating technical concepts to non‑technical stakeholders.
• Self‑motivation and ownership mindset, with a track record of taking initiative and driving projects to completion.
• Adaptability and resilience in fast‑paced, high‑pressure environments.
• Team collaboration, with a willingness to share knowledge and mentor junior colleagues.
• Time‑management and prioritization skills, balancing multiple high‑impact tickets simultaneously.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear career pathways. As a Senior Customer Support Engineer, you’ll have the opportunity to:

• Progress into a Lead Support Engineer or Technical Account Manager role, overseeing larger customer portfolios.
• Transition into product or engineering teams, leveraging your deep customer insights to shape future solutions.
• Participate in internal hackathons, innovation labs, and cross‑functional projects that push the boundaries of broadband technology.
• Access continuous learning resources, including online courses, certifications, and mentorship programs.
• Earn recognition through our “Innovation Champion” awards and quarterly performance bonuses.

Work Environment & Company Culture

brighthush is built on a foundation of trust, transparency, and collaboration. Our remote culture is supported by:

• Weekly virtual town halls and team‑building events.
• Flexible work hours, with a focus on outcomes rather than strict schedules.
• Open‑door communication channels, from Slack to video conferences, ensuring everyone’s voice is heard.
• A commitment to diversity, equity, and inclusion, fostering a welcoming environment for all.
• Regular feedback loops and performance reviews that emphasize growth and development.

Compensation & Benefits

While the base salary for this role ranges from $65,000 to $75,000 CAD, we also offer a comprehensive benefits package that includes:

• Health, dental, and vision insurance.
• Flexible spending accounts and wellness stipends.
• Generous paid time off (PTO) and paid holidays.
• 401(k) matching program.
• Professional development budget for courses, conferences, and certifications.
• Equity options for eligible employees.
• Home‑office stipend to ensure you have the tools you need to work effectively.

How to Apply

If you’re ready to take your technical support career to the next level and help shape the future of broadband, we’d love to hear from you. Submit your resume and a brief cover letter outlining why you’re the perfect fit for brighthush. Our hiring team will review your application promptly and reach out to schedule an initial conversation.

Join brighthush today and become part of a global team that’s redefining the Internet experience for millions of users worldwide. Your expertise, curiosity, and passion for problem‑solving will drive real change—one customer at a time.