Technical Customer Support Engineer – B2B SaaS Platform, Cloud & API Troubleshooting Specialist (Remote – India)

Why Join brighthush?

brighthush is a fast‑growing international B2B SaaS leader that empowers enterprises to streamline every step of their digital content lifecycle. From Digital Asset Management (DAM) to media optimization and cutting‑edge Visual AI, brighthush’s platform helps brands deliver richer experiences faster and more efficiently. Our customers span e‑commerce, media, publishing, and technology sectors across the United States, Oceania, and beyond. As we scale, we need passionate problem‑solvers who can turn complex technical challenges into delightful customer experiences. If you thrive in a dynamic, remote‑first environment and love digging into APIs, logs, and cloud‑native architectures, this is the place where your career can truly accelerate.

Position Overview

We are seeking an enthusiastic Software Support Engineer to become the front‑line technical advocate for brighthush’s B2B SaaS customers. In this role you will combine deep technical knowledge with exceptional communication skills to troubleshoot, resolve, and document issues related to our cloud‑based platform, RESTful APIs, authentication mechanisms, CDN caching, and more. You will work closely with product, engineering, and success teams to ensure that every customer interaction reinforces brighthush’s reputation for reliability, speed, and innovation.

Key Responsibilities

• End‑to‑end Issue Resolution: Diagnose, troubleshoot, and resolve complex technical problems reported by customers, ranging from API integration failures to performance bottlenecks in CDN caching.
• Root‑Cause Analysis & Documentation: Conduct thorough root‑cause investigations, capture detailed steps, and author clear, reusable knowledge‑base articles that empower both customers and internal teams.
• Customer Advocacy: Serve as the trusted technical liaison, translating technical jargon into understandable language while maintaining a customer‑centric tone.
• Collaboration with Engineering: Escalate high‑impact incidents to product and engineering, participate in post‑mortems, and provide actionable feedback for product improvements.
• Tool Mastery: Leverage Zendesk, Jira, and internal ticketing systems to track, prioritize, and close tickets efficiently.
• Performance Monitoring: Use browser DevTools, SQL queries, and log analysis to monitor system health and proactively identify potential issues.
• Continuous Learning: Stay up‑to‑date with emerging SaaS trends, AI‑driven support tools, and best practices in cloud security and API design.
• Shift Coverage: Provide support coverage for US or Oceania business hours, ensuring 24/7 reliability for our global client base.

Essential Qualifications

• Technical Support Experience: Minimum 1‑2 years of hands‑on experience supporting SaaS, cloud, or web‑based products.
• API Proficiency: Strong understanding of RESTful APIs, HTTP/HTTPS protocols, JSON payloads, and authentication standards (OAuth, API keys, JWT).
• Web Fundamentals: Comfortable using browser DevTools, reading and debugging HTML, CSS, and JavaScript.
• Database Skills: Ability to write and interpret SQL queries in PostgreSQL and ClickHouse environments.
• Log Analysis: Experience parsing server logs, error traces, and CDN cache reports to pinpoint issues.
• Tool Familiarity: Proficient with Zendesk, Jira, and modern AI‑assisted support tools.
• Communication: Fluent English (both written and spoken) with the ability to convey technical concepts clearly to non‑technical audiences.
• Shift Flexibility: Willingness to work US or Oceania shift schedules, including occasional evenings or weekends as needed.

Preferred Qualifications

• Experience with CDN technologies (e.g., CloudFront, Akamai) and caching strategies.
• Familiarity with Visual AI or media‑optimization platforms.
• Exposure to ticket‑routing automation and AI‑driven knowledge‑base recommendations.
• Prior work in a fully remote, globally distributed team.
• Certifications such as AWS Certified Cloud Practitioner, Google Cloud Associate, or similar.

Core Skills & Competencies

• Analytical Thinking: Ability to break down complex problems into manageable components and identify the underlying cause quickly.
• Customer‑First Mindset: Empathy, patience, and a relentless drive to exceed customer expectations.
• Collaboration: Strong teamwork skills, comfortable partnering with product managers, engineers, and sales.
• Time Management: Efficiently juggle multiple tickets, prioritize urgent issues, and meet SLA commitments.
• Adaptability: Thrive in a fast‑changing SaaS environment where new features are released regularly.
• Continuous Improvement: Proactively suggest process enhancements, automation opportunities, and knowledge‑base expansions.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. As a Software Support Engineer you will have access to:

• Mentorship Programs: Pairing with senior engineers and product leads to accelerate technical mastery.
• Technical Training: Subsidized courses on cloud architecture, API design, AI/ML fundamentals, and advanced SQL.
• Career Pathways: Clear progression routes toward Senior Support Engineer, Support Team Lead, or Product Specialist roles.
• Cross‑Functional Exposure: Opportunities to contribute to product roadmaps, beta testing, and feature documentation.
• Conference Sponsorship: Attend industry events such as SaaStr, AWS re:Invent, or DevOpsDays on behalf of brighthush.

Work Environment & Culture at brighthush

brighthush embraces a remote‑first philosophy, empowering employees to work from anywhere in India while staying connected through virtual collaboration tools. Our culture is built on:

• Transparency: Open communication channels, regular all‑hands updates, and shared OKRs.
• Innovation: A sandbox mindset that encourages experimentation with AI‑driven support tools and automation.
• Inclusivity: Diverse teams, inclusive hiring practices, and employee resource groups that celebrate different backgrounds.
• Work‑Life Balance: Flexible schedules, generous paid time off, and mental‑health resources.
• Recognition: Quarterly awards, peer‑nominated shout‑outs, and performance‑based bonuses.

Compensation, Perks & Benefits

While exact figures vary based on experience, brighthush offers a competitive salary package aligned with market standards for entry‑level technical support roles in the Indian tech ecosystem. Additional benefits include:

• Comprehensive health insurance (medical, dental, vision).
• Generous paid time off and paid holidays.
• Remote‑work stipend for home‑office setup (ergonomic chair, monitor, internet).
• Annual performance bonus tied to individual and company goals.
• Professional development budget for certifications, courses, and conferences.
• Employee assistance program (EAP) for counseling and wellness support.
• Access to brighthush’s internal learning portal with curated SaaS, cloud, and AI content.

How to Apply

If you are ready to become the technical champion for brighthush’s innovative SaaS platform and help global brands deliver flawless digital experiences, we want to hear from you. Click the link below to submit your application, attach your updated resume, and share a brief cover letter highlighting a challenging technical support scenario you successfully resolved.

Apply To This Job

Join brighthush Today

At brighthush, every support ticket is an opportunity to make a lasting impact. Your expertise will directly influence product reliability, customer satisfaction, and the overall success of our rapidly expanding client base. Take the next step in your career—be part of a visionary team that’s redefining how businesses manage and deliver digital content worldwide.