Customer Support Analyst – Tier 1 Technical Support Specialist for Medical SaaS Solutions at brighthush

About brighthush

brighthush is a forward‑thinking leader in the healthcare technology space, delivering cutting‑edge SaaS solutions that empower clinicians, administrators, and patients to collaborate more effectively. With a mission to streamline workflows, enhance data integrity, and elevate patient care, we partner with hospitals, health systems, and specialty practices across the globe. Our culture is built on innovation, empathy, and a relentless focus on customer success. As a remote‑first organization, we empower our teams to work from anywhere while fostering a sense of community through virtual huddles, hackathons, and continuous learning initiatives.

Why This Role Matters

As a Customer Support Analyst at brighthush, you will be the first line of defense for our valued customers. Your expertise will directly influence satisfaction scores, reduce churn, and help shape the future of our product roadmap. You’ll own the entire ticket lifecycle—from intake to resolution—ensuring that every customer interaction reflects the high standards that brighthush is known for. In this role, you’ll collaborate with engineering, product, and sales teams, turning customer insights into actionable improvements that drive business growth.

Key Responsibilities

• Manage Tier 1 support tickets in Zendesk, providing timely, accurate, and empathetic responses.
• Investigate and resolve product and workflow issues, including data discrepancies, bugs, and configuration questions.
• Escalate complex problems to the appropriate managers, engineers, or product specialists, ensuring a smooth handoff and follow‑up.
• Maintain SLA compliance and contribute to team scorecard metrics, consistently achieving or exceeding performance targets.
• Document solutions in Confluence, creating knowledge base articles that empower both customers and internal teams.
• Utilize Salesforce to track customer interactions, update account information, and report on support trends.
• Leverage Jira and Jenkins for bug tracking and release coordination, collaborating closely with development squads.
• Analyze support data to identify recurring issues, propose process improvements, and influence product enhancements.
• Participate in on‑call rotations and occasional travel (up to 20%) for client visits, business reviews, and internal workshops.
• Maintain a secure remote workspace that protects PHI and complies with industry regulations.

Essential Qualifications

• Bachelor’s degree in Computer Science, Information Systems, Healthcare Administration, or a related field.
• 1–2 years of experience supporting medical SaaS products, with hands‑on knowledge of Epic, Cerner, and MEDITECH EHR systems.
• Proficiency in Zendesk, Salesforce, Confluence, Jira, and Jenkins.
• Intermediate to advanced Microsoft Excel skills (pivot tables, VLOOKUP, macros).
• Basic programming knowledge in Python and HTML.
• Experience with AI tools such as Claude or ChatGPT, demonstrating the ability to troubleshoot AI‑driven features.
• Strong analytical, problem‑solving, and organizational skills.
• Excellent written and verbal communication, with the ability to explain technical concepts to non‑technical stakeholders.
• Self‑motivated, independent worker capable of thriving in a remote setting while maintaining high productivity.
• Commitment to customer satisfaction and operational excellence.

Preferred Qualifications

• Certifications in customer support, ITIL, or healthcare informatics.
• Experience with data analytics tools (Tableau, Power BI) to generate actionable insights.
• Knowledge of HIPAA regulations and best practices for PHI protection.
• Previous exposure to agile development cycles and sprint planning.
• Fluency in multiple languages, enhancing support for diverse customer bases.

Core Competencies

• Customer‑Centric Mindset: Prioritizes user experience and strives to exceed expectations.
• Technical Aptitude: Quickly learns new systems and applies knowledge to solve problems.
• Collaboration: Works effectively across cross‑functional teams, fostering open communication.
• Adaptability: Thrives in a fast‑moving environment, embracing change and emerging needs.
• Attention to Detail: Maintains accuracy in documentation, data entry, and quality assurance.
• Time Management: Balances multiple tickets and priorities while meeting SLA targets.

Career Growth & Learning Opportunities

At brighthush, we believe that your professional development is as important as your day‑to‑day responsibilities. As a Customer Support Analyst, you’ll have access to:

• Structured mentorship programs pairing you with senior engineers and product managers.
• Annual learning stipend for courses, certifications, and conferences.
• Internal knowledge‑sharing sessions where you can present findings and propose product enhancements.
• Clear career pathways to roles such as Support Engineer, Product Analyst, or Customer Success Manager.
• Opportunities to contribute to open‑source projects and community initiatives that shape the future of healthcare technology.

Work Environment & Culture

brighthush embraces a hybrid culture that values flexibility, collaboration, and transparency. Our remote‑first model means you can work from anywhere, provided you have a secure workspace that protects PHI. We host monthly virtual coffee chats, quarterly hackathons, and annual retreats that bring the team together for learning and celebration. Our culture is built on trust, accountability, and a shared commitment to improving patient outcomes through technology.

Compensation & Benefits

While specific figures vary based on experience, we offer a competitive base salary, performance‑based bonuses, and a comprehensive benefits package that includes:

• Health, dental, and vision insurance with generous coverage options.
• 401(k) matching program to support your long‑term financial goals.
• Paid time off, sick leave, and flexible holiday scheduling.
• Unlimited personal days to support work‑life balance.
• Wellness stipend for gym memberships, meditation apps, or home office upgrades.
• Employee stock purchase plan, allowing you to invest in brighthush’s growth.
• Regular performance reviews and salary adjustments aligned with company success.

How to Apply

If you’re passionate about delivering exceptional customer experiences, thrive in a fast‑paced environment, and want to make a tangible impact on healthcare delivery, we’d love to hear from you. Click the link below to submit your application and join the brighthush team where your expertise will shape the future of medical SaaS solutions.