Senior Remote Night‑Shift Customer Support Specialist – Cloud, Edge, AI & Technical Advisor for Global Digital Infrastructure

Welcome to brighthush – Where Cloud, Edge, and AI Converge to Create Tomorrow’s Digital Experience

brighthush is not just a technology company; it’s a global movement that empowers businesses to deliver content, compute, and intelligence at scale with unmatched speed, security, and reliability. Since our founding in 2014, we have grown from a small team of engineers into a worldwide community of over 800 passionate professionals who are redefining how the world experiences the internet. Our multi‑region, low‑latency edge network, coupled with cutting‑edge AI services, enables enterprises to innovate faster and reach customers wherever they are.

At brighthush, we believe that the best solutions are built by listening to real users, solving real problems, and continuously improving. That philosophy is why the night shift is so critical – it’s where the most complex challenges arise and the most rewarding solutions are crafted. If you thrive on solving technical puzzles, guiding users through intricate solutions, and shaping the future of cloud and edge infrastructure, this role is for you.

Why This Role Matters – The Night Shift is the Pulse of Innovation

When the world sleeps, our customers’ critical workloads keep running. As the guardian of their experience during the night hours, you will:

• Maintain uptime for mission‑critical services.
• Help clients unlock the full potential of our platform.
• Shape the future of our services through continuous feedback and improvement.

By delivering exceptional support during the night shift, you become an integral part of the brighthush ecosystem, ensuring that our customers can rely on us 24/7.

Key Responsibilities – Your Day‑to‑Day Impact

First‑Line Support Excellence

• Multichannel Response: Handle inbound tickets via chat, email, and occasional phone calls in English, delivering concise, empathetic, and accurate solutions.
• Ticket Lifecycle Management: Log, prioritize, and close tickets in our internal ticketing system, ensuring SLA compliance and proactive communication.
• Escalation Coordination: Identify when issues exceed first‑line scope and prepare detailed escalation packets for Tier 2/3 engineers.

Product Knowledge & Consultation

• Educate customers on the full brighthush portfolio—Cloud, CDN, Hosting, AI, and emerging edge services—highlighting best practices and value propositions.
• Provide guidance on architecture design, cost optimization, and performance tuning tailored to each client’s business goals.
• Act as a trusted advisor, helping customers align their technical strategies with brighthush’s evolving capabilities.

Technical Diagnostics & Troubleshooting

• Analyze logs, network traces, and system metrics to identify root causes of incidents.
• Apply systematic troubleshooting steps, including network diagnostics (ping, traceroute), log parsing, and service health checks.
• Document findings and recommend actionable solutions to prevent recurrence.

Incident Management & Continuous Improvement

• Participate in post‑mortem reviews, contributing insights that drive process and product enhancements.
• Document solutions, update FAQs, and refine troubleshooting guides to empower the entire support organization.
• Champion customer feedback, ensuring that insights are captured and acted upon in product roadmaps.

Collaboration & Advocacy

• Work closely with engineering, product, and operations teams to close complex incidents and improve service reliability.
• Represent the customer’s voice in cross‑functional meetings, advocating for features that enhance usability and satisfaction.
• Collaborate with the Knowledge Management team to keep documentation current and accessible.

Essential Qualifications – What You Bring to the Table

• Minimum 1 year of hands‑on technical support experience in a SaaS or cloud environment.
• Strong networking fundamentals: TCP/IP, DNS, MAC addressing, ping, traceroute, and basic routing concepts.
• Proficiency in Linux system administration, shell scripting, log analysis, and service management.
• Experience with RESTful APIs, JSON, and troubleshooting API‑based services.
• Excellent written and verbal communication skills in English (B2 level or higher).
• Ability to explain complex technical concepts in simple, customer‑friendly language.
• Methodical problem‑solving mindset with a structured approach to diagnosis and resolution.
• Self‑motivated, organized, and capable of managing multiple concurrent tickets in a fast‑paced environment.
• Team player who thrives in a collaborative, cross‑functional setting.

Preferred Experience & Skills – The Edge That Sets You Apart

• Hands‑on experience with leading cloud platforms (AWS, Azure, GCP) or CDN technologies.
• Familiarity with hosting environments, virtualization, and containerization (Docker, Kubernetes).
• Knowledge of security best practices: SSL/TLS, firewall rules, DDoS mitigation, and compliance frameworks.
• Experience using ticketing systems, enterprise service management tools, or issue tracking platforms.
• Background in customer success, account management, or technical account management.
• Comfort with remote or distributed teams and asynchronous communication.
• Experience with monitoring and observability tools (Prometheus, Grafana, Datadog).
• Basic understanding of cloud cost management and optimization strategies.

Core Competencies – The DNA of a Successful Specialist

• Customer Advocacy: Passion for delivering outstanding service and turning challenges into opportunities.
• Communication: Clear, concise, and empathetic communication across all channels.
• Technical Curiosity: Eagerness to learn new technologies and stay current with industry trends.
• Time Management: Ability to prioritize tasks, meet SLAs, and maintain high productivity during night shifts.
• Adaptability: Comfortable with evolving processes, tools, and customer needs.
• Collaboration: Ability to work effectively with cross‑functional teams and share knowledge.
• Resilience: Capacity to handle high‑pressure situations and maintain composure.

Career Growth & Learning Opportunities – Your Path at brighthush

At brighthush, we believe in nurturing talent and providing clear career pathways. As a Customer Support Specialist, you’ll have the chance to:

• Advance to a Tier 2/3 Technical Support Engineer role, deepening your expertise in our platform.
• Transition into Product Management, Quality Assurance, or Customer Success, leveraging your frontline insights.
• Participate in internal training programs, industry‑recognized certifications, and mentorship initiatives.
• Attend industry conferences, webinars, and hackathons to broaden your professional network.
• Contribute to open‑source projects or internal tooling, showcasing your skills to the broader tech community.
• Take on leadership responsibilities within the support organization, such as mentoring new hires or leading process improvement projects.

Work Environment & Culture at brighthush – Where Innovation Meets Inclusion

brighthush embraces a hybrid model that blends remote flexibility with collaborative in‑office hubs. Our culture is built on:

• Inclusivity: A diverse workforce that values different perspectives and backgrounds.
• Transparency: Open communication channels, regular town halls, and data‑driven decision making.
• Innovation: Encouragement to experiment, prototype, and iterate on new ideas.
• Well‑being: Programs that support mental health, work‑life balance, and physical fitness.
• Community: Team‑building events, volunteer opportunities, and cross‑departmental collaborations.
• Flexibility: Shift scheduling that respects personal commitments and promotes a healthy work‑life rhythm.

Compensation, Perks, and Benefits – A Competitive and Comprehensive Package

While exact figures vary by location and role, brighthush offers a competitive package that includes:

• Competitive base salary aligned with industry standards for remote night‑shift support.
• Performance‑based bonuses and incentive programs.
• Flexible working hours to accommodate night‑shift schedules.
• Remote work allowance and equipment stipend for home office setup.
• Private medical insurance for you and your family (coverage details depend on your country).
• Additional vacation days (typically 5 extra days, subject to local regulations).
• Fully paid sick leave and paid time off for significant life events.
• Annual language learning stipend to support continuous personal development.
• Access to a modern office space with free snacks, beverages, and entertainment options (where applicable).
• Team sports and wellness activities to foster camaraderie and health.
• Stock‑option or equity participation plans for eligible employees.
• Annual performance reviews with clear metrics and career development plans.

How to Apply – Join the brighthush Family

Ready to bring your technical expertise and customer‑centric mindset to brighthush? Click the link below to submit your application and join a team that values innovation, collaboration, and growth.

Apply to this role at brighthush

We’re Excited to Meet You!

At brighthush, your role as a Remote Night‑Shift Customer Support Specialist will be pivotal in shaping the experience of thousands of customers worldwide. If you thrive on solving technical puzzles, enjoy guiding users through complex solutions, and want to grow within a forward‑thinking tech company, we encourage you to apply today. Let’s build the future of cloud and edge computing together.