Senior Linux & MSP Customer Support Specialist – 3rd Shift, Remote, 24/7 Availability

About brighthush

brighthush is a leading Managed Services Provider (MSP) that empowers businesses worldwide to harness the full potential of cloud, Linux, and hybrid infrastructures. With a culture rooted in innovation, collaboration, and customer success, we deliver proactive, high‑impact solutions that keep our clients’ operations running smoothly around the clock. Our remote‑first philosophy means you can join a global team from anywhere, while enjoying the flexibility and autonomy that come with working from home.

We’re currently expanding our support organization and are looking for a dedicated, technically‑savvy Customer Support Specialist who thrives in a fast‑paced, 24/7 environment. If you have a passion for Linux, AWS, and MSP operations, and you’re ready to help customers solve complex problems with confidence and empathy, we want to hear from you.

Why Join brighthush?

• Impactful Work – Every ticket you resolve directly improves our clients’ uptime and satisfaction.
• Career Growth – We invest in continuous learning: certifications, internal training, and mentorship programs.
• Remote Flexibility – Work from home with a reliable home‑office stipend and a supportive virtual community.
• Competitive Compensation – Base salary starts at $80,000+ (DOE) with performance bonuses.
• Comprehensive Benefits – Medical, dental, vision, 401(k) with company match, paid time off, and wellness programs.
• Inclusive Culture – Diversity, equity, and inclusion are core values; we celebrate every voice.

Key Responsibilities

As a Customer Support Specialist at brighthush, you will be the first line of defense for our clients’ technical challenges. Your day‑to‑day tasks will include:

• Responding to customer inquiries via phone, ticketing system, and instant messaging with a focus on rapid resolution.
• Diagnosing and troubleshooting advanced Linux (Ubuntu, CentOS, CloudLinux) and AWS (EC2, CloudWatch, AutoScaling) issues in a multi‑user environment.
• Utilizing critical thinking to isolate root causes, implement short‑term fixes, and design long‑term preventive strategies.
• Monitoring server alerts, performance metrics, and logs to proactively address potential outages.
• Collaborating with cross‑functional teams (engineering, product, and account management) to ensure seamless customer experiences.
• Authoring and maintaining internal knowledge base articles and customer‑facing documentation to streamline support processes.
• Mentoring new hires, providing onboarding support, and sharing best practices to elevate team performance.
• Keeping abreast of emerging technologies, industry trends, and best practices in Linux, AWS, and MSP operations.

Essential Qualifications

• Minimum of 1 year of hands‑on customer support or technical support experience, preferably in a managed services context.
• Proven experience as a System Administrator or End‑User of Linux operating systems (Ubuntu, CentOS, CloudLinux).
• Strong foundation in DNS, networking (TCP/IP, routing), IP addressing, and email server configuration.
• Hands‑on experience with MySQL databases and cPanel control panels.
• Deep familiarity with AWS services: EC2, CloudWatch, AutoScaling, IAM, VPC, and S3.
• Demonstrated ability to troubleshoot multi‑user environments and complex server architectures.
• Excellent written and verbal communication skills, with the ability to explain technical concepts to non‑technical stakeholders.
• Self‑motivated, independent thinker who can make decisions under pressure and prioritize tasks effectively.
• Availability to work 3rd shift hours (typically 7 pm–7 am) and at least one weekend day per month.
• Willingness to support a 24/7 support model, including on‑call rotations.

Preferred Qualifications

• Certifications such as AWS Certified Solutions Architect – Associate, Red Hat Certified System Administrator (RHCSA), or CompTIA Linux+.
• Experience with configuration management tools (Ansible, Puppet, Chef) and monitoring solutions (Nagios, Zabbix).
• Knowledge of scripting languages (Bash, Python, PowerShell) for automation and troubleshooting.
• Background in cybersecurity fundamentals, including firewall configuration, intrusion detection, and vulnerability assessment.
• Previous exposure to incident response and post‑mortem analysis.

Skills & Competencies

• Technical Troubleshooting – Rapid identification and resolution of complex issues.
• Customer‑Centric Mindset – Empathy, patience, and a commitment to exceeding expectations.
• Time Management – Ability to juggle multiple tickets while meeting SLA targets.
• Collaboration – Working effectively with remote teammates across time zones.
• Adaptability – Thriving in a dynamic environment with evolving technologies.
• Documentation – Clear, concise writing for internal knowledge bases and customer guides.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent. As you grow in your role, you’ll have access to:

• Annual training budget for certifications and conferences.
• Mentorship from senior engineers and product managers.
• Pathways to senior support roles, technical specialist tracks, or product development teams.
• Leadership development programs for high‑potential employees.

Work Environment & Culture

Our remote‑first model means you’ll collaborate with a diverse, global team through video calls, chat, and shared documentation. We foster a culture of transparency, continuous improvement, and mutual respect. Regular virtual coffee breaks, team‑building events, and open‑door leadership communication keep everyone connected.

Compensation & Benefits

• Base Salary – $80,000+ (DOE) with annual performance reviews.
• Bonus Structure – Quarterly performance bonuses tied to SLA compliance and customer satisfaction.
• Health & Wellness – Comprehensive medical, dental, and vision plans; mental health resources.
• Retirement – 401(k) with company match up to 5%.
• Paid Time Off – Generous PTO, sick leave, and paid holidays.
• Home‑Office Stipend – Reimbursement for equipment, high‑speed internet, and ergonomic setup.
• Professional Development – Annual budget for certifications, courses, and conferences.

How to Apply

If you’re ready to bring your Linux expertise, MSP experience, and customer‑first attitude to a forward‑thinking team, we’d love to hear from you. Submit your resume and a brief cover letter outlining why you’re the perfect fit for brighthush.

Join us and help shape the future of managed services while building a rewarding career from the comfort of your home.

Ready to apply? Click the button below to start your application.