About brighthush

brighthush is a trailblazer in the broadband service provider space, delivering cutting‑edge software that transforms how millions of subscribers experience the Internet. Since our founding in 1992, we have partnered with the world’s leading service providers to create innovative, scalable solutions that simplify operations, enhance customer satisfaction, and drive revenue growth. Our global footprint spans North America, Europe, Asia, and beyond, and our culture is built on collaboration, continuous learning, and a relentless focus on customer impact.

Why Join brighthush?

At brighthush, you’ll be part of a dynamic, fast‑moving team that thrives on solving complex technical challenges. We empower our people to own their work, experiment with new ideas, and see the tangible results of their contributions. Whether you’re troubleshooting a critical network outage or designing a new automation tool, your expertise will directly influence the success of our partners and the experience of millions of end users.

Role Overview

The Senior Technical Support Engineer will serve as the frontline expert for our broadband service provider customers. You will diagnose, troubleshoot, and resolve high‑complexity technical issues across our product portfolio, while also contributing to product improvement and process automation. This fully remote role is based in Ontario, Canada, and offers a competitive salary range of $65,000–$75,000 CAD, along with a comprehensive benefits package.

Key Responsibilities

• Technical Support & Troubleshooting – Provide pre‑ and post‑sales support via email, phone, and remote access. Resolve complex issues related to DHCP, DNS, TCP/IP, Linux/Solaris administration, and database systems (Oracle, PostgreSQL, MySQL, MongoDB).
• Customer Engagement – Deliver engaging presentations, training sessions, and product demos to customers. Build strong relationships and become the trusted technical advisor for our partner network.
• Documentation & Knowledge Base – Author, edit, and maintain self‑help articles, knowledge‑base entries, and troubleshooting guides. Ensure documentation is clear, accurate, and up‑to‑date.
• Escalation & Collaboration – Escalate unresolved issues to engineering or product teams. Work closely with cross‑functional groups (Engineering, Marketing, Product Management) to provide customer insights and influence roadmap decisions.
• Root Cause Analysis (RCA) – Participate in RCA sessions, document findings, and recommend preventive actions. Contribute to continuous improvement initiatives.
• Automation & Tool Development – Design and implement scripts and tools (Python, Bash, Perl) to automate repetitive support tasks, improve ticket resolution times, and enhance overall service quality.
• On‑Call & Availability – Participate in on‑call rotations and pager duty. Be available for meetings and collaborations outside of regular hours, including occasional after‑hours support.
• Product Feedback & Enhancement – Log and qualify JIRA issues, provide detailed bug reports, and collaborate with product teams to refine features and fix defects.

Essential Qualifications

• Post‑secondary degree in Computer Science, Information Technology, or a related field.
• Minimum of 2 years of relevant technical support or help‑desk experience.
• Intermediate knowledge of DHCP, DNS, TCP/IP, and network troubleshooting.
• Operational experience with Linux and/or Solaris administration.
• Familiarity with database troubleshooting (Oracle, PostgreSQL, MySQL, MongoDB).
• Working knowledge of REST APIs, SOAP, XML, and SDK integration.
• Strong written and verbal communication skills in English.
• Proficiency with ticketing systems such as Zendesk.
• Experience configuring hardware devices (routers, switches) and understanding of protocols like DOCSIS, PacketCable, SIP, or TR‑069/USP.

Preferred Qualifications

• Experience writing scripts in shell languages (Perl, Bash, Python).
• Background in customer‑facing technical support for broadband or telecom products.
• Knowledge of network monitoring and performance analytics tools.
• Exposure to cloud platforms (AWS, Azure, GCP) and containerization technologies.
• Certifications such as CCNA, CCNP, or Linux Professional Institute (LPIC).

Core Competencies & Skills

• Problem‑Solving – Ability to dissect complex issues, identify root causes, and devise effective solutions.
• Technical Curiosity – Passion for learning new technologies, tools, and industry trends.
• Collaboration – Comfortable working with cross‑functional teams and sharing knowledge.
• Customer‑Centric Mindset – Focus on delivering exceptional service and building lasting customer relationships.
• Adaptability – Thrive in a fast‑paced environment with shifting priorities.
• Time Management – Manage multiple tickets, projects, and on‑call responsibilities efficiently.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear career pathways. As a Senior Technical Support Engineer, you will:

• Progress to a Lead Support Engineer or Technical Solutions Architect role.
• Take ownership of product enhancements and influence the roadmap.
• Participate in mentorship programs, both as a mentee and a mentor.
• Attend industry conferences, webinars, and training sessions to stay ahead of emerging technologies.
• Benefit from a structured learning budget for certifications, courses, and workshops.

Work Environment & Culture

Our remote-first culture means you can work from anywhere in Ontario, Canada, while staying connected to a vibrant, global team. We foster:

• Transparent communication through weekly town halls and real‑time chat channels.
• Inclusive decision‑making, where every voice is heard.
• A focus on work‑life balance, with flexible hours and generous vacation policies.
• Regular team‑building events, both virtual and in‑person, to strengthen collaboration.

Compensation & Benefits

In addition to a competitive salary ($65,000–$75,000 CAD), brighthush offers:

• Health, dental, and vision insurance.
• Retirement savings plan with company match.
• Paid parental leave and family‑friendly policies.
• Unlimited paid time off (subject to manager approval).
• Annual performance bonuses and equity opportunities.
• Home‑office stipend and technology allowance.

How to Apply

Ready to make a real impact on the broadband industry? Submit your application through our careers portal or click the link below to apply directly.

Apply to brighthush Today

Join brighthush – Where Technical Excellence Meets Customer Success

We’re looking for proactive, self‑driven professionals who thrive on solving complex problems and delivering world‑class support. If you’re eager to grow, collaborate, and help shape the future of broadband, we want to hear from you. Apply now and become part of a team that values innovation, ownership, and customer impact.