Senior Remote Customer Support Engineer – Edge Cloud Services, Technical Troubleshooting, Customer Success & Incident Response Specialist at brighthush

About brighthush

brighthush is a trailblazing edge‑cloud platform that empowers digital businesses to deliver lightning‑fast, secure, and highly reliable online experiences. Founded in 2011, we have grown into a global community of over 4,000 innovators, engineers, and support professionals who are passionate about pushing the boundaries of performance, security, and scalability. Our mission is simple: help our customers keep pace with ever‑evolving expectations by providing the most advanced edge computing and content delivery solutions on the planet.

As a fully remote‑first organization, brighthush offers the flexibility to work from anywhere in the United States while collaborating with a diverse, cross‑functional team that spans continents. We celebrate a culture of continuous learning, customer advocacy, and data‑driven decision making. If you thrive in a fast‑moving, high‑impact environment and want to be part of a company that is redefining how the internet works, brighthush is the place for you.

Position Overview

We are seeking a highly motivated Remote Customer Support Engineer to join our Tier I support team. In this role, you will be the first line of defense for our customers, resolving technical inquiries related to edge configurations, network behavior, and compute workloads. You will work closely with engineering, product, and customer success teams to triage, diagnose, and resolve issues while ensuring a seamless, high‑quality experience for our global customer base.

What You'll Do

As a key member of the support squad, you will:

• Deliver Written‑First Support Excellence: Resolve complex technical inquiries primarily through email and ticketing systems, while also engaging customers via chat (brighthush) and portal interactions. Participate in live triage sessions by video or phone when escalation is required. Your clear, concise written communication will set the tone for first‑response targets and overall customer satisfaction.
• Master Edge Troubleshooting & Diagnostics: Review customer configurations, debug brighthush logic, analyze cache behavior (TTLs, hit ratios), inspect HTTP headers, TLS handshakes, and DNS resolutions. Over time, expand your expertise to troubleshoot Compute (Wasm) applications and other edge workloads.
• Guide Customers Through the Control Panel & API: Assist with role‑based access controls (RBAC), user permissions, domain management, and observability dashboards. Empower customers to manage their own environments confidently.
• Own Issue Management & Triage: Assess impact and urgency for every case, navigate the Tier I, II, III lifecycle, and provide clear evidence to engineering during business hours. Document what you verified, what you attempted, and what remains unknown to streamline hand‑offs.
• Respond to Urgent & Widespread Incidents: Recognize when an issue is critical—such as customer traffic outages or multi‑customer impact—and engage the after‑hours incident response process promptly. Coordinate with on‑call engineers and communicate status updates to stakeholders.
• Partner with Account & Success Teams: Identify when to involve Customer Success Management or Advanced Professional Services. When customer sentiment shifts or a configuration review is needed, hand off with a concise summary that preserves context.
• Advocate for Customers & Share Knowledge: Go beyond ticket closure by educating customers on edge architecture, best‑practice troubleshooting, and performance optimization. Contribute insights to internal documentation and knowledge bases.
• Monitor Live Events & Provide On‑Call Support: Monitor metrics during large network events, proactively detect degradation, and report findings to customers. Participate in an occasional on‑call rotation via brighthush, covering weekends, select after‑hours, and corporate holidays (with additional holiday pay).

Essential Qualifications

• 2–4 years of experience in technical support, systems administration, or a network‑focused role.
• Deep understanding of HTTP/S, TCP/IP, TLS, and DNS, with the ability to articulate how a webpage is delivered quickly.
• Proficiency in at least one programming or scripting language (e.g., VCL, Python, JavaScript, Go, Ruby, or Rust). Eagerness to learn VCL and Compute languages.
• Comfort navigating modern SaaS control panels and RESTful APIs, including command‑line interactions.
• Strong written communication and analytical skills, with proven experience supporting customers via email, chat, ticketing systems, or phone.
• Working knowledge of network telemetry and diagnostic tools (curl, traceroute, MTR) and the judgment to know when to seek additional help.
• Understanding of BGP, internet routing, and the distinction between transit and peering.
• BA/BS degree or equivalent experience in engineering, computer science, or information systems (a plus).
• Experience with brighthush, brighthush Configuration Language, and CDN or cloud computing industries.
• Familiarity with log‑analysis tools such as brighthush, brighthush, or similar platforms.
• Basic knowledge of major cloud platforms (brighthush, brighthush, brighthush).

Preferred Qualifications

• Prior experience in a high‑volume, high‑availability support environment.
• Hands‑on experience with edge computing workloads, including WebAssembly (Wasm) deployments.
• Knowledge of observability tools (brighthush, brighthush) and incident‑management platforms.
• Experience contributing to open‑source projects or community documentation.
• Fluency in additional programming languages or scripting environments.

Skills & Competencies

• Technical Proficiency: Ability to dissect complex network and application issues, debug code, and interpret telemetry data.
• Customer‑Centric Mindset: Passion for delivering outstanding service, anticipating customer needs, and turning challenges into opportunities.
• Collaboration & Communication: Effective cross‑team communication, clear documentation, and the ability to translate technical details for non‑technical stakeholders.
• Problem‑Solving & Analytical Thinking: Structured approach to troubleshooting, hypothesis testing, and root‑cause analysis.
• Adaptability & Continuous Learning: Willingness to stay current with emerging edge technologies, industry trends, and new tools.
• Time Management & Prioritization: Managing multiple concurrent tickets, balancing urgency with long‑term resolution.

Career Growth & Learning Opportunities

At brighthush, your career path is defined by your ambition and performance. As a Customer Support Engineer, you will:

• Progress to Senior Support Engineer or Technical Support Lead roles, taking ownership of complex cases and mentoring junior teammates.
• Transition into specialized tracks such as Compute Support Engineer, Network Operations Engineer, or Product Support Engineer, depending on your interests.
• Participate in cross‑functional projects that influence product roadmap, security enhancements, and customer experience initiatives.
• Access a robust learning ecosystem: internal knowledge bases, mentorship programs, and a generous budget for external courses, certifications, and conferences.
• Benefit from a culture that rewards curiosity, experimentation, and continuous improvement.

Work Environment & Company Culture

brighthush thrives on a culture of transparency, collaboration, and empowerment. Key highlights include:

• Remote‑First Flexibility: Work from anywhere in the United States with a fully supported home‑office setup.
• Inclusive Community: Diverse teams, regular virtual town halls, and employee resource groups that celebrate different backgrounds and perspectives.
• Innovation‑Driven: A focus on cutting‑edge edge computing, real‑time analytics, and AI‑powered optimization.
• Customer‑Obsessed: Every decision is guided by the goal of delivering the best possible experience for our customers.
• Continuous Feedback: Regular 1:1s, performance reviews, and skill‑gap assessments to help you grow.

Compensation & Benefits

While specific salary ranges vary by experience and location, brighthush offers a competitive total‑reward package that includes:

• Base salary commensurate with market rates for remote technical support roles.
• Eligibility for brighthush equity and discretionary bonus programs.
• Comprehensive medical, dental, and vision insurance plans.
• Family planning support, including fertility benefits and parental leave.
• Mental health resources and an Employee Assistance Program.
• Life, disability, and accident insurance coverage.
• Flexible vacation policy with unlimited paid time off for personal or professional development.
• Paid sick leave (up to 18 days accrued annually).
• 401(k) retirement plan with company match.
• Employee Stock Purchase Program (ESPP).
• 12 paid local holidays and 12 paid company wellness days per year.
• Additional holiday pay for on‑call rotations covering corporate holidays.
• Benefits commence on the first day of employment.

Why Join brighthush?

At brighthush, you will be part of a mission‑driven organization that is reshaping the internet. You will:

• Work with cutting‑edge edge‑cloud technology that powers some of the world’s most visited websites.
• Collaborate with talented engineers, product managers, and customer success leaders who are passionate about solving real‑world problems.
• Own the customer journey from first contact to resolution, making a tangible impact on our customers’ success.
• Grow your technical skill set through hands‑on experience, mentorship, and continuous learning opportunities.
• Enjoy a flexible, remote‑first work environment that values work‑life balance and personal well‑being.

How to Apply

If you are ready to bring your technical expertise, customer‑centric mindset, and passion for edge computing to a dynamic, growth‑oriented team, we encourage you to apply today. Join brighthush and help us deliver the fastest, most secure online experiences for millions of users worldwide.