Senior Technical Customer Support Engineer – Advanced Troubleshooting, Product Integration, and Enterprise Success at brighthush

About brighthush

brighthush is a global leader in developer‑centric platforms, empowering creators, startups, and Fortune 500 enterprises to transform ideas into production‑ready software at lightning speed. For more than a decade, we have built a reputation for delivering a seamless developer experience that blends speed, security, and scalability. Our open‑source‑first philosophy fuels a vibrant community of engineers, product innovators, and open‑source contributors who rely on brighthush to power everything from single‑page applications to massive, multi‑region SaaS solutions.

Our platform is the invisible backbone behind thousands of high‑traffic web applications, mobile back‑ends, and edge‑computing workloads. By abstracting away the complexities of infrastructure management, brighthush enables teams to focus on building value‑adding features rather than wrestling with servers, networking, or compliance. As we continue to expand our product suite—covering CI/CD pipelines, serverless functions, edge CDN, and real‑time monitoring—our mission remains clear: make software development feel effortless, reliable, and delightful.

Why This Role Matters

The Senior Technical Customer Support Engineer sits at the critical intersection of technology, product, and customer success. In this hybrid, high‑impact position you will not only resolve complex technical issues but also translate real‑world feedback into actionable product improvements. Your expertise will directly influence the reliability of brighthush’s services and shape the experience of developers worldwide.

Key Responsibilities

• End‑to‑End Case Management: Own the full lifecycle of support tickets across email, chat, and voice channels. Prioritize, triage, and resolve issues while maintaining transparent communication with customers.
• Deep Technical Diagnosis: Perform root‑cause analysis on bugs, performance regressions, and integration failures. Leverage log aggregation, distributed tracing, and performance profiling tools to pinpoint issues quickly.
• Tooling & Automation Development: Design, code, and maintain internal utilities—scripts, dashboards, and self‑service portals—that accelerate support workflows and reduce manual effort.
• Product Domain Ownership: Become the subject‑matter expert for one or more brighthush product areas (e.g., serverless runtime, CDN edge network, deployment pipelines). Provide guidance, create best‑practice guides, and mentor junior engineers.
• Knowledge Base & Documentation: Author clear, concise, and searchable documentation for both external customers and internal teams. Keep FAQs, troubleshooting guides, and release notes up‑to‑date.
• Community Engagement: Actively participate in public forums, Slack workspaces, GitHub issues, and community events. Share solutions, gather feedback, and champion brighthush’s open‑source ethos.
• Enterprise Collaboration: Partner with Customer Success Managers and Account Executives to address high‑impact, SLA‑bound requests from enterprise clients, ensuring timely resolution and strategic alignment.
• Process Optimization: Identify bottlenecks in support pipelines, propose data‑driven improvements, and implement new SOPs that elevate overall service quality.
• On‑Call Rotation: Participate in a global on‑call schedule, providing 24/7 coverage for critical incidents, and lead post‑mortem analyses to drive continuous reliability.

Essential Qualifications

• Minimum 3 years of experience in a technical support, developer‑relations, or engineering role that required direct interaction with customers.
• Proficiency with modern frontend frameworks, especially React and Next.js, including state management, routing, and performance optimization.
• Strong understanding of cloud ecosystems (AWS, GCP, Azure) and serverless architectures such as AWS Lambda, Cloud Functions, or Azure Functions.
• Demonstrated ability to debug complex systems using logs, metrics, tracing tools (e.g., Datadog, New Relic, OpenTelemetry) and to perform performance tuning.
• Exceptional written and verbal communication skills; capable of translating technical jargon into actionable guidance for developers of varying skill levels.
• Experience thriving in a fully remote, globally distributed environment with asynchronous collaboration tools (e.g., GitHub, Jira, Confluence, Slack).
• Willingness to participate in on‑call rotations, including evenings, weekends, and holidays, to support a worldwide customer base.
• Passion for delivering a world‑class customer experience and a relentless drive for continuous improvement.

Preferred Qualifications

• Backend development experience, particularly with Node.js, TypeScript, or comparable runtimes.
• Hands‑on expertise with CDN configuration, DNS management, edge caching strategies, and content delivery optimization.
• Familiarity with monorepo structures, custom CI/CD pipelines, and infrastructure‑as‑code tools (e.g., Terraform, Pulumi).
• Experience using incident‑management platforms such as PagerDuty, Opsgenie, or VictorOps, and crafting clear post‑incident reports.
• Track record of mentoring junior engineers, support staff, or community contributors.
• Flexibility to adopt a Saturday‑Tuesday coverage schedule for enhanced global support.

Core Skills & Competencies

• Technical Proficiency: Deep knowledge of web technologies, cloud services, API design, and modern deployment pipelines.
• Analytical Problem‑Solving: Ability to dissect multi‑layered issues, isolate root causes, and implement sustainable fixes.
• Effective Communication: Clear, empathetic, and concise articulation of solutions across written documentation, live chat, and video calls.
• Cross‑Functional Collaboration: Seamlessly work with engineering, product, sales, and success teams to align on priorities and deliver outcomes.
• Adaptability & Agility: Thrive in a fast‑moving environment where priorities shift rapidly and new technologies emerge regularly.
• Customer‑Centric Mindset: Prioritize user satisfaction, anticipate needs, and consistently exceed expectations.
• Automation Mindset: Seek opportunities to automate repetitive tasks, improve data visibility, and reduce manual toil.

Career Growth & Learning Opportunities

At brighthush, your professional journey is designed to be as dynamic as the platform you support. As a Senior Technical Customer Support Engineer you will have access to a clear, merit‑based progression path:

• Technical Ladder: Advance to Lead Support Engineer, Principal Support Engineer, or transition into a Product Engineer role where you directly influence roadmap decisions.
• Leadership Path: Move into people‑management positions such as Support Team Lead or Director of Customer Success Engineering.
• Cross‑Functional Projects: Participate in beta programs, feature‑gating initiatives, and product‑design sprints that give you a seat at the table with senior product managers.
• Mentorship & Coaching: Pair with senior engineers and product leaders through a structured mentorship program, receiving personalized feedback and career guidance.
• Continuous Education: Receive an annual professional development budget for certifications (e.g., AWS Certified Solutions Architect), online courses, and conference attendance.
• Open‑Source Contributions: Contribute to brighthush’s open‑source repositories, gain visibility in the broader developer community, and build a strong personal brand.

Work Environment & Culture at brighthush

brighthush embraces a remote‑first culture that values autonomy, transparency, and inclusivity. Our teams span multiple continents, operating across time zones to provide 24/7 coverage while respecting work‑life balance.

• Inclusivity & Diversity: We foster a respectful workplace where every voice is heard, and diverse perspectives drive innovation.
• Innovation Friendly: Experimentation is encouraged; we celebrate smart failures as learning opportunities.
• Results‑Oriented Flexibility: Unlimited PTO, flexible working hours, and a focus on outcomes rather than clock‑watching.
• Well‑Being Programs: Mental‑health resources, wellness stipends, virtual yoga sessions, and regular check‑ins to support holistic health.
• Community Building: Quarterly virtual hackathons, annual in‑person retreats, and frequent social events to strengthen bonds across the global team.

Compensation, Perks & Benefits

• Competitive Salary: Market‑aligned base compensation for senior‑level support engineers.
• Equity Participation: Stock options that align your success with brighthush’s growth trajectory.
• Comprehensive Health Coverage: Medical, dental, and vision plans (U.S. employees) with options for international coverage.
• Unlimited Paid Time Off: Recommended minimum of four weeks per year, with the freedom to take additional time as needed.
• Home‑Office Stipend: Annual budget for ergonomic furniture, monitors, high‑speed internet, and other remote‑work essentials.
• Learning & Development Fund: Dedicated budget for courses, certifications, books, and conference tickets.
• Technology Perks: Access to the latest hardware, software licenses, and cloud credits for personal projects.
• Team Retreats & Social Events: In‑person gatherings in inspiring locations, plus virtual game nights, coffee chats, and cultural celebrations.

How to Apply

If you are excited about turning complex technical challenges into opportunities for product excellence, and you thrive in a collaborative, remote‑first environment, we want to hear from you. Join brighthush and become a catalyst for the next generation of developer experiences.

Take the next step in your career—apply today and help shape the future of software delivery.