Senior IT Customer Care Coordinator – Remote, Bilingual (English/Spanish) – Incident Management & Technical Support Specialist for Cloud & API Services

About brighthush

brighthush is a forward‑thinking technology powerhouse that empowers content providers and service operators with cutting‑edge solutions for the online TV ecosystem. With a global footprint and a relentless focus on innovation, we deliver cloud‑native platforms, advanced analytics, and seamless API integrations that help our partners stay ahead in a fast‑evolving digital landscape. Our mission is to transform how audiences discover, consume, and enjoy media, and we do it by building products that are reliable, scalable, and user‑centric.

At brighthush, we believe that technology is only as good as the people who build, support, and evolve it. That’s why we invest heavily in our teams, fostering a culture of continuous learning, collaboration, and empowerment. Whether you’re a seasoned engineer, a customer‑first advocate, or a data enthusiast, you’ll find a place where your expertise is valued and your growth is accelerated.

Why Join brighthush?

• Impactful Work: Your contributions will directly influence the reliability and performance of services used by millions of viewers worldwide.
• Remote Flexibility: Work from anywhere in Colombia while staying connected to a vibrant, distributed team.
• Career Growth: Structured learning paths, mentorship programs, and opportunities to transition into senior technical or product roles.
• Inclusive Culture: A diverse, inclusive environment that celebrates different perspectives and encourages open dialogue.
• Competitive Compensation: Market‑aligned salary, performance bonuses, and a comprehensive benefits package.

Key Responsibilities

As the IT Customer Care Coordinator at brighthush, you will be the linchpin that ensures our customers receive timely, accurate, and empathetic support for all technical incidents. Your role will blend incident management, cross‑functional coordination, and process documentation to maintain the highest standards of service excellence.

• Lead the end‑to‑end lifecycle of incident handling, from triage and diagnosis to resolution and post‑mortem analysis.
• Act as the primary point of contact for escalated technical issues, collaborating with engineering, product, and operations teams.
• Maintain and enhance incident management documentation, knowledge bases, and runbooks to improve first‑time resolution rates.
• Analyze incident trends, identify root causes, and recommend preventive measures to reduce recurrence.
• Facilitate regular cross‑team huddles and status updates, ensuring transparency and alignment across stakeholders.
• Provide real‑time status updates to customers via email, chat, or phone, ensuring clear communication and setting realistic expectations.
• Participate in on‑call rotations and after‑hours support as needed, maintaining a high level of responsiveness.
• Contribute to the continuous improvement of support processes, tooling, and automation initiatives.
• Mentor junior support staff and share best practices to elevate the overall competency of the team.

Essential Qualifications

• Minimum of 3 years’ experience in incident management, technical support, or a related customer‑facing role.
• Fluent in both English and Spanish, with strong written and verbal communication skills in both languages.
• Proven track record of managing complex technical incidents involving web services, APIs, and cloud infrastructure.
• Solid understanding of SQL and NoSQL databases, RESTful APIs, and SOAP web services.
• Hands‑on experience with Node.js, MongoDB, Kubernetes, Docker, and React.js (or equivalent front‑end frameworks).
• Strong analytical mindset with the ability to dissect logs, metrics, and stack traces to pinpoint issues.
• Excellent problem‑solving skills and a proactive approach to identifying and mitigating risks.
• Experience using incident management platforms (e.g., PagerDuty, Opsgenie, ServiceNow) and collaboration tools (e.g., Slack, Teams).
• Ability to work independently in a remote setting while maintaining high levels of accountability and collaboration.

Preferred Qualifications

• Background in cloud‑native technologies (AWS, GCP, Azure) and container orchestration.
• Experience with CI/CD pipelines, automated testing, and infrastructure as code.
• Knowledge of DevOps practices and a passion for bridging the gap between development and operations.
• Certifications such as AWS Certified DevOps Engineer, Kubernetes Administrator, or equivalent.
• Prior experience in the media, streaming, or OTT industry.
• Demonstrated ability to lead cross‑functional projects and influence stakeholders at all levels.

Core Skills & Competencies

• Technical Proficiency: SQL/NoSQL, REST APIs, SOAP, Node.js, MongoDB, Kubernetes, Docker, React.js.
• Incident Management: Triage, escalation, root‑cause analysis, post‑mortem reporting.
• Communication: Clear, concise, and empathetic communication in both English and Spanish.
• Collaboration: Ability to work seamlessly with engineering, product, and operations teams.
• Process Improvement: Continuous improvement mindset, documentation, and automation.
• Customer Focus: Deep empathy for end‑users and a commitment to delivering exceptional service.
• Adaptability: Thrives in a fast‑paced, evolving environment with shifting priorities.

Career Growth & Learning Opportunities

At brighthush, we view every role as a stepping stone to greater responsibilities. As an IT Customer Care Coordinator, you will:

• Gain exposure to our full product stack, from front‑end interfaces to back‑end microservices.
• Participate in cross‑functional initiatives that shape product roadmaps and technical strategy.
• Access a curated learning portal featuring courses on cloud architecture, DevOps, and advanced API design.
• Receive mentorship from senior engineers and product managers who are eager to share their expertise.
• Progress into senior support roles, incident lead positions, or transition into engineering, product, or operations leadership.

Work Environment & Culture at brighthush

Our remote-first culture is built on trust, transparency, and a shared commitment to excellence. You’ll find:

• Weekly virtual town halls where leadership shares company updates and celebrates wins.
• Monthly hackathons and innovation challenges that encourage creative problem‑solving.
• A robust internal communication platform that keeps everyone connected, regardless of location.
• Flexible working hours that respect personal life while ensuring coverage for global customers.
• A culture that values psychological safety, encouraging team members to speak up and experiment.

Compensation & Benefits

While specific figures vary based on experience and market conditions, brighthush offers a competitive salary package that includes:

• Base salary aligned with industry benchmarks for mid‑level technical support roles.
• Performance‑based bonuses tied to incident resolution metrics and customer satisfaction scores.
• Health, dental, and vision insurance plans for you and your dependents.
• Generous paid time off, including vacation, sick leave, and personal days.
• Professional development stipend to cover courses, certifications, or conferences.
• Equity options as part of our long‑term incentive program.
• Access to a wellness program featuring virtual fitness classes, mindfulness sessions, and mental health resources.

How to Apply

Ready to take the next step in your career and join a team that values innovation, collaboration, and customer success? Click the link below to submit your application and start your journey with brighthush.

Apply to this role at brighthush

We Can’t Wait to Meet You!

At brighthush, we’re building the future of online TV, and we need talented, passionate individuals like you to help us get there. If you thrive in a fast‑paced, customer‑centric environment and are eager to make a tangible impact, we encourage you to apply today. Let’s create the next generation of media experiences together.