Senior Customer Support Engineer – Technical Troubleshooting, Product Engineering, and Customer Success at brighthush

About brighthush

At brighthush, we’re redefining how developers and businesses bring ideas to life. Our mission is simple: empower creators, teams, and enterprises to ship software faster, safer, and with a developer experience that feels effortless. For over a decade, we’ve partnered with some of the most ambitious builders in the world, helping them transition from concept to production with speed, security, and a relentless focus on usability. Today, brighthush is the backbone of countless startups, Fortune 500 companies, and open‑source communities, trusted by leading names in the tech ecosystem.

We’re more than a platform – we’re a community. Our stack is built on open‑source principles, and we’re proud to collaborate with the likes of brighthush, brighthush, brighthush, and brighthush. Whether you’re deploying a single‑page app or scaling a global SaaS, our infrastructure gives you the freedom to innovate without the overhead of managing servers.

About the Role

brighthush is seeking a Customer Support Engineer who thrives on solving complex technical challenges and turning customer pain points into product improvements. In this hybrid role, you’ll be the bridge between our users and the engineering team, ensuring that every interaction not only resolves an issue but also enhances the overall customer journey.

As a Customer Support Engineer, you’ll:

• Diagnose and resolve technical issues for all brighthush customers.
• Collaborate with the community to provide real‑time assistance and gather feedback.
• Design, develop, and maintain internal tooling that streamlines support workflows.
• Own a specific product area, becoming the go‑to expert for that domain.
• Document best practices, update knowledge bases, and refine support processes.
• Partner with Customer Success Managers on enterprise‑level requests.

Success in this role requires a blend of strong communication, deep technical insight, and a passion for continuous improvement. You’ll be expected to work flexible hours, including evenings, weekends, and on‑call shifts, to support our global customer base.

Key Responsibilities

• Customer Case Management: Handle inbound tickets across all support channels, ensuring timely resolution and customer satisfaction.
• Root Cause Analysis: Investigate recurring issues, identify underlying causes, and propose engineering solutions that prevent future incidents.
• Tooling & Automation: Build and maintain scripts, dashboards, and internal tools that improve support efficiency and data visibility.
• Product Expertise: Deeply understand one or more brighthush product areas (e.g., deployment pipelines, serverless functions, CDN configuration) and serve as the subject‑matter expert.
• Documentation & Knowledge Sharing: Create clear, concise documentation for both customers and internal teams; update FAQs, troubleshooting guides, and release notes.
• Community Engagement: Participate in public forums, Slack channels, and community events to provide assistance and gather user feedback.
• Enterprise Support: Collaborate with Customer Success Managers to address complex, high‑impact requests from enterprise clients.
• Process Improvement: Identify bottlenecks in support workflows and propose enhancements that elevate the customer experience.

Essential Qualifications

• 3+ years of experience in a technical support, engineering, or developer‑facing role.
• Proficient in frontend technologies, especially React and Next.js.
• Solid understanding of cloud platforms (AWS, GCP, Azure) and serverless architectures.
• Strong written and verbal communication skills; ability to translate complex technical concepts into clear, actionable guidance.
• Experience with debugging, log analysis, and performance tuning.
• Comfortable working in a fully remote, globally distributed environment.
• Availability for on‑call rotations, including evenings and weekends.
• Passion for delivering a world‑class customer experience.

Preferred Qualifications

• Backend development experience, particularly with Node.js or similar runtimes.
• Hands‑on experience with CDN configuration, DNS management, and edge computing.
• Familiarity with monorepo workflows and custom CI/CD pipelines.
• Experience with incident management tools (PagerDuty, Opsgenie) and procedural communication.
• Background in mentoring junior engineers or support staff.
• Willingness to adopt a higher‑compensated Saturday‑Tuesday schedule for increased coverage.

Skills & Competencies

• Technical Proficiency: Deep knowledge of web technologies, cloud services, and deployment pipelines.
• Problem‑Solving: Ability to dissect complex issues, identify root causes, and implement sustainable fixes.
• Communication: Clear, empathetic, and concise communication across written and verbal channels.
• Collaboration: Works seamlessly with engineering, product, and customer success teams.
• Adaptability: Thrives in a fast‑moving environment with evolving priorities.
• Customer‑Centric Mindset: Prioritizes user satisfaction and strives to exceed expectations.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as our platform. As a Customer Support Engineer, you’ll:

• Progress into senior support roles, product ownership, or engineering leadership.
• Participate in cross‑functional projects that influence product roadmap decisions.
• Access a robust mentorship program, pairing you with seasoned engineers and product managers.
• Attend industry conferences, workshops, and hackathons—both virtual and in‑person—to expand your skill set.
• Contribute to open‑source initiatives and community events, enhancing your professional network.

Work Environment & Culture

brighthush champions a culture of transparency, autonomy, and continuous learning. Our remote-first model means you’ll collaborate with teammates across time zones, leveraging asynchronous communication tools and regular virtual stand‑ups. We value:

• Inclusivity: A diverse, respectful workplace where every voice is heard.
• Innovation: Encouragement to experiment, fail fast, and iterate quickly.
• Work‑Life Balance: Flexible hours, unlimited PTO, and a focus on results over hours logged.
• Well‑Being: Access to mental health resources, wellness stipends, and regular team check‑ins.

Compensation & Benefits

• Competitive base salary aligned with market standards for senior support engineers.
• Equity package—stock options that grow with the company’s success.
• Comprehensive health, dental, and vision coverage (US‑only).
• Unlimited paid time off—recommended 4 weeks per year, but you’re free to take the time you need.
• Generous gear stipend for laptops, monitors, and other work‑from‑home essentials.
• Professional development budget for courses, certifications, and conference tickets.
• Regular team retreats and virtual social events to foster camaraderie.

Why Join brighthush?

When you join brighthush, you become part of a mission‑driven team that’s reshaping how software is built and delivered. You’ll:

• Work on cutting‑edge technology that powers millions of developers worldwide.
• Influence product decisions through real‑world customer feedback.
• Build a career that blends technical depth with customer‑centric impact.
• Enjoy a supportive, inclusive culture that values your growth and well‑being.

Ready to make a tangible difference in the lives of developers and businesses around the globe? Apply today and help us continue to push the boundaries of what’s possible.