Senior DevOps Customer Support Engineer – Remote Europe – Championing Cloud Infrastructure Excellence & Customer Success at brighthush

About brighthush

brighthush is a next‑generation infrastructure orchestration platform that empowers engineering teams to manage the entire lifecycle of their cloud resources—provisioning, configuration, governance, and continuous improvement—without compromising speed or security. By integrating with the most widely used IaC tools such as Terraform, OpenTofu, CloudFormation, Pulumi, and Ansible, brighthush delivers a single, unified workflow that lets developers focus on building features while operations teams maintain control, compliance, and cost efficiency.

Founded in 2020 by seasoned DevOps practitioners and visionary entrepreneurs, brighthush has quickly become the go‑to platform for organizations that demand both developer self‑service and enterprise‑grade governance. With a robust, policy‑driven architecture powered by an OPA/Rego engine, brighthush enables teams to automate deployments, enforce guardrails, and accelerate delivery—all while keeping the entire stack auditable and auditable.

Our rapid growth is fueled by a culture of innovation, customer obsession, and a relentless focus on delivering value. We operate in a fully remote, distributed environment that spans Europe, North America, and beyond, giving our team members the flexibility to work where they thrive while collaborating with colleagues across time zones.

Why This Role Matters

As brighthush expands its footprint and deepens its partner ecosystem, the quality of our customer experience becomes a strategic differentiator. The DevOps Customer Support Engineer is the frontline advocate for our users, translating complex technical challenges into clear, actionable solutions that reinforce trust and loyalty. This role is pivotal in ensuring that every customer interaction not only resolves an issue but also strengthens the partnership between brighthush and the engineering teams we serve.

Key Responsibilities

• Multi‑Channel Support: Provide expert assistance across Slack, email, ticketing systems, and live calls, ensuring timely and effective resolution of customer inquiries.
• Root Cause Analysis: Reproduce reported issues, analyze logs, APM traces, and run histories to distinguish product bugs from configuration or provider‑level changes.
• Relationship Building: Partner with customers, Product, and Engineering to turn every support interaction into a trust‑building experience that goes beyond a simple fix.
• Debugging Expertise: Troubleshoot both SaaS and self‑hosted deployments, including private workers, Rego policies, autoscaling, networking, TLS, and certificate management.
• IaC Insight: Explain Terraform/OpenTofu and Terragrunt execution, provider caching, state propagation, and output handling to customers and internal teams.
• Policy Diagnostics: Work with brighthush’s OPA/Rego policies to diagnose and articulate policy‑driven behavior.
• Targeted Questioning: Ask precise, data‑driven questions to quickly isolate problems and drive resolution within agreed SLAs.
• Escalation Management: Prepare clean, reproducible cases for Product Engineers, including minimal repro steps, relevant traces, and clear expectations.
• Communication: Draft clear, customer‑friendly incident reports, platform change notices, and migration guides.
• Prioritization: Manage multiple complex tickets simultaneously, balancing urgency with impact.
• Post‑Resolution Follow‑Up: Verify that the customer’s environment is fully operational after a fix.
• Documentation: Continuously update internal knowledge bases and public documentation to reflect new findings and best practices.
• Feedback Loop: Identify recurring pain points and collaborate with Product to drive feature improvements.
• On‑Call Participation: Contribute to after‑hours support rotations, ensuring 24/7 coverage for our global customer base.

Essential Qualifications

• 2–4 years of hands‑on experience in DevOps, focusing on Infrastructure as Code, CI/CD pipelines, and containerization (Docker, Kubernetes).
• 2–4 years of practical experience with at least one major cloud provider (AWS, GCP, or Azure), including resource provisioning, IAM, and cost management.
• Proficiency with Linux operating systems, shell scripting, and troubleshooting in a production environment.
• Strong analytical skills with the ability to diagnose and resolve complex technical issues under pressure.
• Excellent written and verbal communication skills in English, capable of translating technical concepts for non‑technical stakeholders.
• Experience in a technical support, help desk, or desktop support role is highly desirable.
• Additional certifications in DevOps, IaC, or cloud technologies (e.g., AWS Certified DevOps Engineer, Terraform Associate) are a plus.

Preferred Qualifications

• Deep familiarity with policy‑as‑code frameworks such as OPA/Rego and their integration into CI/CD pipelines.
• Experience with multi‑cloud or hybrid‑cloud environments and the challenges of cross‑provider governance.
• Background in customer‑facing roles within SaaS or platform companies, with a proven track record of driving customer satisfaction metrics.
• Knowledge of monitoring and observability tools (Datadog, Prometheus, Grafana) and their use in troubleshooting IaC deployments.
• Proficiency in scripting languages such as Python or Go for automating support workflows.

Skills & Competencies

• Technical Proficiency: Mastery of IaC tools, cloud services, container orchestration, and networking fundamentals.
• Problem‑Solving: Ability to dissect complex issues, identify root causes, and propose elegant, scalable solutions.
• Customer‑Centric Mindset: Passion for delivering exceptional support and turning challenges into opportunities for deeper collaboration.
• Communication: Clear, concise, and empathetic communication across written and verbal channels.
• Collaboration: Comfortable working cross‑functionally with Product, Engineering, and Sales to drive continuous improvement.
• Adaptability: Thrives in a fast‑paced, evolving environment where priorities shift quickly.
• Ownership: Takes initiative, follows through on commitments, and owns the end‑to‑end customer experience.

Career Growth & Learning Opportunities

• Direct impact on product roadmap through real‑world feedback loops.
• Mentorship from senior engineers and product leaders who champion knowledge sharing.
• Access to a curated learning library covering IaC, cloud security, and advanced DevOps practices.
• Opportunities to lead internal knowledge‑sharing sessions, workshops, and community events.
• Clear progression path to senior support roles, technical program management, or product ownership.

Work Environment & Company Culture

• Remote‑First: Work from anywhere in Europe with flexible hours that respect work‑life balance.
• Diverse & Inclusive: A global team that values different perspectives, backgrounds, and ideas.
• Collaborative Spirit: Regular cross‑team syncs, hack days, and informal virtual coffee chats.
• Innovation‑Driven: Continuous experimentation, rapid prototyping, and a culture that rewards bold ideas.
• Transparent Leadership: Open communication channels with senior leaders and a clear vision for the future.

Compensation & Perks

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

• Base salary aligned with market rates for senior DevOps support roles in Europe.
• Performance‑based bonuses tied to customer satisfaction and product impact.
• Equity or stock‑option plans that allow you to share in the company’s long‑term success.
• Comprehensive health, dental, and vision insurance for you and your dependents.
• Generous paid time off, including vacation, sick leave, and personal days.
• Professional development stipend for courses, certifications, and conferences.
• Access to cutting‑edge tools, cloud credits, and a modern home‑office stipend.

Application Process

• 30‑minute introductory video call with the Talent Acquisition Manager to discuss your background and the role.
• 45‑minute technical interview with the Head of Support Engineering to assess problem‑solving skills and technical depth.
• Take‑home exercise that simulates a real support scenario, allowing you to demonstrate your diagnostic approach.
• Technical interview with a senior engineer to dive deeper into IaC and cloud troubleshooting.
• 30‑minute cultural fit call with a member of the leadership team to ensure alignment with brighthush values.
• Reference check to validate past performance and teamwork.

Our Core Values

• We Build for Customers: Every decision is guided by the impact on our users.
• We Respect Each Other: Inclusive collaboration and mutual support drive our success.
• We Take Ownership: Accountability and proactive problem‑solving are at the heart of our culture.
• We Succeed Through Collaboration: Cross‑functional teamwork turns challenges into opportunities.
• We Embrace Spark & Wonder: Curiosity fuels innovation and continuous improvement.

Ready to Join brighthush?

If you are passionate about delivering world‑class support, thrive in a fast‑moving environment, and want to shape the future of cloud infrastructure management, we want to hear from you. Apply today and become a key contributor to a platform that empowers teams to build, deploy, and govern at scale.

To apply, visit the brighthush careers page or click the link below: