Senior Technical Support Specialist – Hosting & Infrastructure Champion with Customer Experience Excellence at brighthush

About brighthush

brighthush stands at the forefront of the digital hosting and SaaS landscape, empowering millions of small and medium‑size businesses across Europe to thrive online. With a portfolio of more than 60 high‑performance brands, we deliver end‑to‑end solutions that span domain registration, email, shared hosting, e‑commerce platforms, and advanced SaaS offerings such as compliance tools, marketing automation, and team collaboration suites. Our mission is simple yet powerful: to provide best‑in‑class expertise and services that help entrepreneurs and enterprises grow faster, smarter, and more sustainably.

Why brighthush?

At brighthush, we blend cutting‑edge technology with a human‑centric approach. Every customer interaction is an opportunity to create lasting value. Our culture is built on transparency, continuous learning, and a deep commitment to diversity, equity, and inclusion. Whether you’re a seasoned engineer or a passionate support professional, you’ll find a place where your voice matters, your ideas are heard, and your career can flourish.

Role Overview

We are seeking a Senior Technical Support Specialist who excels at the intersection of technical expertise and genuine customer care. In this role, you will be the first line of defense for our hosting and related services, handling tickets, live chats, and phone calls. You’ll diagnose and resolve complex technical issues, advise customers on scaling their services, and translate their feedback into actionable product improvements. Your work will directly influence customer satisfaction, product quality, and the overall success of brighthush’s ecosystem.

Key Responsibilities

• Technical Support Excellence: Resolve customer issues related to hosting, domain, email, and web services via tickets, chat, and phone with a focus on speed, accuracy, and empathy.
• Infrastructure Monitoring & Incident Response: Participate in the monitoring of critical infrastructure components, identify anomalies, and report incidents promptly to ensure 99.9% uptime.
• Mentorship & Knowledge Sharing: Coach and support junior HelpDesk agents, sharing best practices, troubleshooting techniques, and fostering a culture of continuous improvement.
• Incident Management & Escalation: Escalate tickets to the infrastructure team when necessary, coordinate incident resolution, and conduct post‑mortem analyses to prevent recurrence.
• Bug Reporting & Quality Assurance: Document and report software bugs to the development team with clear reproduction steps, acceptance criteria, and impact assessment.
• Cross‑Sales & Upselling: Identify opportunities to recommend additional services that align with customer needs, driving revenue growth while enhancing customer success.
• Product Feedback Loop: Capture customer insights and relay them to product managers to drive continuous improvement and feature prioritization.
• Migration Support: Assist the Migration Department with seamless transfers of customer data and services, ensuring minimal downtime and maximum customer satisfaction.
• Service Development & Enhancement: Contribute to the design and implementation of new hosting features and enhancements, collaborating closely with engineering and product teams.
• Ad‑hoc Projects & Strategic Initiatives: Take on additional responsibilities that support brighthush’s strategic objectives and growth initiatives, such as automation pilots, knowledge base updates, or customer success programs.

Essential Qualifications

• Proven experience with Linux and Windows operating systems, including system administration, performance tuning, and security hardening.
• Solid knowledge of web and database servers (Apache, Nginx, MySQL, MSSQL) and the ability to troubleshoot complex server‑side issues.
• Hands‑on expertise with mail services (Postfix, Dovecot, SMTP, IMAP, POP3, Sieve) and the ability to diagnose mail flow problems.
• Familiarity with DNS services (Bind, PowerDNS) and the ability to resolve DNS‑related incidents quickly.
• Proficiency in Plesk or cPanel control panels, including user management, backup, and security configuration.
• Experience with monitoring tools such as Nagios, Prometheus, or similar, and the ability to interpret alerts and logs.
• Working knowledge of CMS platforms (WordPress, Joomla, Drupal) and the ability to troubleshoot common plugin or theme conflicts.
• Basic understanding of Node.js, Ruby on Rails, CDN, virtualization, and related technologies to support a diverse product stack.
• Exceptional troubleshooting skills, meticulous attention to detail, and a methodical approach to problem resolution.
• Excellent written and verbal communication in English (Greek is a plus).
• Strong teamwork, cooperation, and a collaborative spirit that thrives in a cross‑functional environment.
• Self‑leadership and initiative‑driven mindset, capable of taking ownership of complex issues.
• Commitment to delivering professional, friendly customer support that reflects brighthush’s brand values.

Preferred Qualifications

• Experience in a SaaS or hosting environment with a customer‑centric focus, including knowledge of subscription billing and usage analytics.
• Knowledge of cloud platforms (AWS, Azure, GCP) and containerization (Docker, Kubernetes) to support hybrid infrastructure deployments.
• Certifications such as CompTIA A+, Network+, Linux+, or Microsoft Certified Solutions Associate to validate technical expertise.
• Experience with ticketing systems (Zendesk, Freshdesk, Jira Service Desk) and the ability to configure workflows, SLAs, and knowledge base integration.
• Background in scripting (Bash, PowerShell, Python) for automation tasks, including log parsing, configuration management, and incident response scripts.

Skills & Competencies

• Technical Acumen: Ability to diagnose and resolve complex technical problems across multiple platforms, from OS to application layer.
• Customer Empathy: Deep understanding of customer pain points and a passion for delivering exceptional service that turns challenges into opportunities.
• Communication: Clear, concise, and professional communication in both written and spoken form, tailored to technical and non‑technical audiences.
• Problem‑Solving: Analytical mindset with a systematic approach to troubleshooting, root‑cause analysis, and solution implementation.
• Collaboration: Works effectively across cross‑functional teams (engineering, product, sales, migration) to deliver holistic solutions.
• Adaptability: Thrives in a fast‑moving environment with evolving technologies and processes, quickly learning new tools and concepts.
• Continuous Learning: Eager to stay current with industry trends, new tools, and best practices, and to share knowledge with peers.

Career Growth & Learning

At brighthush, your professional development is a priority. We offer:

• Structured mentorship programs with senior engineers and product leaders, providing guidance, feedback, and career coaching.
• Access to industry conferences, webinars, and training courses that keep you at the cutting edge of technology and customer support.
• Clear career pathways from Technical Associate to Senior Support Engineer, Infrastructure Specialist, or Product Manager, with defined milestones and skill requirements.
• Opportunities to lead cross‑functional projects and influence product roadmaps, giving you a direct impact on the direction of our services.
• Regular performance reviews and personalized growth plans that align your goals with brighthush’s strategic objectives.

Work Environment & Culture

Our culture is defined by:

• Diversity & Inclusion: We celebrate differences and foster an environment where everyone feels respected and heard.
• Transparency: Open communication channels, regular town‑hall meetings, and accessible leadership create a culture of trust.
• Collaboration: Cross‑departmental projects, knowledge sharing sessions, and a supportive team spirit drive innovation.
• Work‑Life Balance: Flexible working hours, remote work options, and a focus on well‑being help you thrive both personally and professionally.
• ESG Commitment: Sustainable practices, community outreach, and a dedication to reducing our environmental footprint reflect our responsibility to society.

Compensation & Benefits

While specific figures vary by location and experience, brighthush offers a competitive salary package that includes:

• Base salary aligned with industry standards and commensurate with experience.
• Performance‑based bonuses and incentive programs that reward exceptional results.
• Comprehensive health, dental, and vision insurance for you and your family.
• Retirement savings plan with company match to secure your future.
• Generous paid time off, including vacation, sick leave, and personal days to recharge.
• Professional development budget and tuition reimbursement for courses, certifications, and conferences.
• Employee wellness initiatives, such as gym memberships, mental health support, and wellness stipends.
• Team events, hackathons, and community service days that foster camaraderie and give back to the community.

How to Apply

Ready to make a real impact? Join brighthush and help shape the future of digital hosting and SaaS solutions. Submit your application through our careers portal or click the link below to start your journey with us.