Senior Incident Management & Technical Liaison – Global Remote IT Customer Care Coordinator – Driving Seamless Service Excellence at brighthush

About brighthush

brighthush is not just a technology company; it is a catalyst for the next wave of digital entertainment. Since 2013, we have been at the forefront of building the infrastructure that powers live streaming, on‑demand video, and interactive media for audiences worldwide. Our mission is to become the fastest, most reliable technology partner across industries, enabling content creators, broadcasters, and service operators to deliver flawless, high‑quality experiences to millions of viewers.

From secure user authentication and content aggregation to real‑time distribution and end‑user app development, brighthush offers a comprehensive suite of products that form the backbone of the online TV ecosystem. Trusted by leading global brands and media conglomerates, we proudly serve hundreds of content providers and service operators across all five continents. In Latin America alone, 90% of online TV traffic flows through the brighthush platform.

Our product‑centric culture is built on relentless innovation, cross‑functional collaboration, and a laser focus on speed, reliability, and value. We design scalable, reusable solutions that can be leveraged by a vast array of clients, ensuring that every new feature or improvement is delivered with precision and impact.

Why Join brighthush?

At brighthush, extraordinary talent is the cornerstone of our success. We invest heavily in our people, offering a culture that encourages continuous learning, experimentation, and personal growth. Whether you’re a seasoned professional or an emerging talent, you’ll find a supportive environment where your ideas are heard, your contributions are recognized, and your career trajectory is accelerated.

Our remote‑first model gives you the flexibility to work from anywhere while staying connected to a global, high‑performing team. We provide the tools, resources, and autonomy you need to excel, all while fostering a sense of belonging and shared purpose.

Role Overview

As the Senior Incident Management & Technical Liaison, you will serve as the pivotal bridge between our clients, support teams, and development squads. Your primary focus will be to ensure that incidents are resolved swiftly, transparently, and in full compliance with our Service Level Agreements (SLAs) and Operational Level Agreements (OLAs). You will be the guardian of service quality, the champion of clear communication, and the catalyst for continuous improvement.

Key Responsibilities

• Client & Technical Liaison: Act as the main point of contact for clients during incident lifecycles, ensuring alignment, transparency, and timely updates.
• Incident Analysis: Conduct deep technical investigations to assess impact, urgency, and root causes, leveraging your expertise in databases, APIs, and cloud infrastructure.
• Cross‑Functional Coordination: Collaborate closely with Backend, Product, QA, and DevOps teams to orchestrate rapid resolution and minimize client impact.
• Post‑Incident Reviews: Lead comprehensive post‑mortem sessions, document findings, and drive preventive strategies that enhance system resilience.
• Documentation & Knowledge Management: Maintain and evolve runbooks, knowledge bases, and process documentation to ensure consistency and operational excellence.
• Team Enablement: Oversee onboarding, training, and technical evaluation of Customer Support agents, fostering a culture of continuous learning.
• Escalation Management: Define escalation criteria, manage escalation workflows, and ensure timely resolution of high‑severity incidents.
• Process Improvement: Identify bottlenecks, propose enhancements to incident management workflows, and champion tool adoption to streamline cross‑team collaboration.
• 24/7 Support Participation: Contribute to after‑hours incident management as part of our global, around‑the‑clock support structure.

What Challenges Await You?

In this role, you will navigate complex, high‑pressure scenarios that demand rapid decision‑making, meticulous coordination, and a calm, solution‑oriented mindset. You will be at the forefront of ensuring that our clients experience minimal downtime, that our internal teams work in harmony, and that our systems evolve to meet the demands of a rapidly changing digital landscape.

Essential Qualifications

• Languages: Fluency in English and Spanish, both written and verbal, is essential for effective communication with global stakeholders.
• Experience: Minimum of 3 years in Incident Management, Technical Support, or Customer Success roles within technology‑driven environments.
• Technical Proficiency: Strong understanding of relational and NoSQL databases (SQL, MongoDB), RESTful APIs, SOAP services, and cloud orchestration tools.
• Programming Knowledge: Familiarity with at least one programming language (e.g., JavaScript, Python, Java) and experience integrating third‑party services.
• Incident Management Expertise: Proven track record of managing multiple concurrent incidents while maintaining SLA/OLA compliance.
• Problem‑Solving Skills: Ability to quickly assess complex situations, identify root causes, and implement effective solutions.
• Organizational & Coordination Skills: Strong ability to prioritize tasks, coordinate across teams, and manage time effectively.
• Communication: Excellent communication skills across technical and non‑technical audiences.
• Stress Management: Demonstrated calmness under pressure and resilience in high‑stress environments.
• Proactivity & Adaptability: Self‑motivated, proactive attitude with a willingness to adapt to changing priorities and technologies.

Preferred Qualifications

• Experience with containerization (Docker, Kubernetes) and modern front‑end frameworks (React.js, Angular).
• Background in high‑concurrency system design, distributed computing, and API architecture.
• Knowledge of DevOps practices, CI/CD pipelines, and automated testing frameworks.
• Experience working in a global, remote‑first organization with distributed teams.
• Certifications in ITIL, AWS, Azure, or related cloud platforms.

Skills & Competencies

• Technical Acumen: Deep understanding of backend services, database systems, and API ecosystems.
• Analytical Thinking: Ability to dissect complex problems and synthesize actionable insights.
• Leadership: Ability to guide cross‑functional teams, influence stakeholders, and drive initiatives.
• Customer Focus: Passion for delivering exceptional client experiences and building lasting relationships.
• Continuous Improvement: Commitment to learning, experimentation, and process optimization.
• Collaboration: Strong teamwork skills, with a knack for building rapport across diverse groups.

Career Growth & Learning Opportunities

At brighthush, your career path is designed to be dynamic and rewarding. You will have access to:

• Mentorship from seasoned leaders in product, engineering, and customer success.
• Regular training programs covering emerging technologies, industry best practices, and soft‑skill development.
• Opportunities to lead cross‑functional projects, influencing product direction and technical strategy.
• Clear promotion tracks that recognize performance, impact, and leadership potential.
• Participation in hackathons, innovation labs, and internal knowledge‑sharing sessions.

Work Environment & Culture

brighthush thrives on a culture of transparency, agility, and inclusivity. Our remote‑first model empowers you to work from anywhere while staying connected through:

• Weekly virtual town halls and team stand‑ups.
• Collaborative tools (Slack, Jira, Confluence, Zoom) that streamline communication and project management.
• Flexible working hours that accommodate global time zones.
• A commitment to work‑life balance, with generous vacation policies and mental‑health resources.
• Celebrations of diversity, equity, and inclusion, ensuring every voice is heard and valued.

Compensation, Perks, and Benefits

While specific figures vary based on experience and location, brighthush offers a competitive salary package that reflects your expertise and contributions. In addition to base pay, you can expect:

• Performance‑based bonuses and equity options.
• Comprehensive health, dental, and vision insurance.
• Retirement savings plans with company matching.
• Unlimited paid time off and flexible holiday scheduling.
• Professional development budget for courses, certifications, and conferences.
• Wellness programs, including virtual fitness classes and mental‑health support.
• Regular team‑building events, both virtual and in‑person, to foster camaraderie.

How to Apply

Ready to make a tangible impact on the future of digital entertainment? Join brighthush as our next Senior Incident Management & Technical Liaison and help shape the way millions of viewers experience content worldwide.

Click the link below to submit your application and take the first step toward an exciting, rewarding career with brighthush.