Senior IoT & SaaS Customer Support & Operations Engineer – Global Technical Support Specialist – Drive Innovation & Customer Success at brighthush
Introduction to brighthush and the IoT Revolution
At brighthush, we are not just a technology company; we are a catalyst for the next wave of digital transformation. Our mission is to empower enterprises worldwide to connect, manage, and secure their device ecosystems with unparalleled reliability and scalability. From smart factories in Europe to connected homes in the Middle East, brighthush’s solutions turn raw data into actionable insights, enabling our customers to innovate faster, reduce operational costs, and stay ahead of the competition.
Why This Role Matters
In an era where every device can be a data source, the demand for expert support and operations talent has never been higher. As the first and second‑line guardian of our customers’ IoT experience, you will be the bridge between cutting‑edge technology and a diverse, global customer base. Your work will directly influence the success of our deployments, ensuring that our customers’ IoT ecosystems run smoothly, securely, and at scale.
Key Responsibilities
As a Senior IoT & SaaS Customer Support & Operations Engineer, you will:
- Respond to technical inquiries via ticketing system, email, and phone, delivering timely and accurate resolutions.
- Prioritize support requests based on severity, impact, and SLA commitments, maintaining clear communication with customers.
- Manage the entire lifecycle of support tickets in brighthush, from intake to resolution, ensuring all tickets are closed with customer satisfaction.
- Collaborate closely with Customer Success, Engineering, and Product teams to diagnose root causes, propose solutions, and drive product improvements.
- Document troubleshooting steps, create and update knowledge‑base articles, and ensure information is easily accessible to both internal teams and customers.
- Monitor production systems for alerts, perform root‑cause analysis, and coordinate incident response to minimize downtime.
- Identify recurring issues, propose process enhancements, and automate repetitive tasks to increase efficiency.
- Contribute to the definition and tracking of bugs, working with development teams to ensure timely fixes.
- Participate in on‑call rotations and shift work as required to support our global customer base.
Essential Qualifications
- 4–7 years of experience in SaaS, PaaS, telecoms, or IoT support environments.
- Proven track record in technical customer support, ideally within a mobile network operator or telecoms vendor.
- Deep understanding of maintenance and support processes, including incident management, change control, and problem management.
- Strong knowledge of operating systems (Windows, Linux, macOS) and familiarity with network protocols (TCP/IP, MQTT, HTTP/HTTPS).
- Hands‑on experience with ticketing systems such as brighthush, brighthush, or similar platforms.
- Fluency in English; proficiency in an additional language is highly desirable.
- Technical education in telecommunications, network operations, or a related field is a plus.
- Experience with cloud platforms, especially brighthush, and a solid grasp of cloud computing concepts.
- Demonstrated passion for automation, process improvement, and data‑driven decision making.
- Excellent communication skills, both written and verbal, with the ability to translate complex technical issues into clear, customer‑friendly language.
- Team‑player mindset with a solution‑oriented approach and a willingness to take ownership of problems.
Preferred Skills & Competencies
- Knowledge of IoT device management platforms, firmware update mechanisms, and secure device provisioning.
- Experience with monitoring tools (brighthush, brighthush, brighthush) and alerting systems.
- Familiarity with scripting languages (Python, Bash, brighthush) for automation and data extraction.
- Understanding of security best practices for IoT deployments, including device authentication, encryption, and secure OTA updates.
- Ability to analyze performance metrics, identify trends, and recommend actionable improvements.
- Strong problem‑solving skills and a proactive attitude toward identifying and mitigating potential issues before they impact customers.
Career Growth & Learning Opportunities
At brighthush, we believe that your professional development is as important as the work you do. As a Customer Support & Operations Engineer, you will:
- Gain exposure to the full lifecycle of IoT solutions, from device onboarding to data analytics.
- Work alongside seasoned engineers, product managers, and data scientists, learning from cross‑functional collaboration.
- Participate in internal training programs covering cloud architecture, security, and advanced troubleshooting.
- Earn industry certifications such as brighthush Certified Solutions Architect, brighthush Network+, or IoT‑specific credentials.
- Progress into senior support roles, technical account management, or product engineering positions based on performance and interest.
Work Environment & Company Culture
brighthush thrives on a culture of innovation, transparency, and mutual respect. Our remote‑first model empowers you to work from anywhere while staying connected through:
- Weekly virtual stand‑ups and cross‑team syncs.
- Monthly virtual social events, hackathons, and wellness challenges.
- Access to a digital library of courses, books, and industry conferences.
- A flexible work schedule that supports work‑life balance.
- A collaborative environment where ideas are welcomed and experimentation is encouraged.