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

About brighthush

brighthush is a fast‑growing leader in cloud‑based healthcare technology, delivering innovative software solutions that empower clinicians, administrators, and patients to collaborate more efficiently. Our mission is to transform the delivery of care through intelligent, secure, and user‑friendly platforms that simplify complex workflows and improve outcomes. As we expand our portfolio of AI‑enhanced tools and integrated electronic health record (EHR) capabilities, we are looking for passionate professionals who thrive in a dynamic, remote‑first environment and who are eager to make a tangible impact on the health of millions.

Why This Role Matters

Our customers rely on brighthush to keep critical clinical and administrative processes running smoothly. The Customer Support Analyst is the first line of defense for any issue that arises—from routine product questions to urgent data discrepancies. By delivering prompt, accurate, and empathetic assistance, you directly protect the health of our clients’ operations, uphold our service level agreements (SLAs), and contribute to the overall satisfaction score that drives brighthush’s reputation in the market.

Role Overview

This is a Tier 1, remote‑first position that owns the entire lifecycle of incoming support tickets. You will work within brighthush’s unified support suite, troubleshoot product and workflow questions, investigate data anomalies, and collaborate with cross‑functional teams to ensure swift resolution or appropriate escalation. The role demands a blend of technical curiosity, strong communication, and a relentless focus on customer success.

Key Responsibilities

• Ticket Management: Receive, triage, and resolve inbound support requests through brighthush’s ticketing platform, ensuring each case meets or exceeds SLA targets.
• Technical Troubleshooting: Diagnose product functionality, workflow integration, and data integrity issues using brighthush’s diagnostic tools and knowledge base.
• Escalation Coordination: Identify complex problems that require deeper expertise and route them to the appropriate managers, engineers, or product specialists while keeping the customer informed.
• Knowledge Development: Build an end‑to‑end understanding of brighthush’s SaaS solutions, becoming a go‑to technical resource for internal teams such as sales, implementation, and product management.
• System Proficiency: Gain mastery of brighthush’s integrated support suite—including ticketing, CRM, documentation, and CI/CD tools—and leverage them to streamline workflows.
• Data Quality Assurance: Investigate and report data discrepancies, bugs, or performance bottlenecks, documenting findings in brighthush’s knowledge repository.
• Customer Advocacy: Maintain a customer‑centric mindset, proactively suggesting product improvements and sharing feedback with product teams.
• Remote Collaboration: Participate in virtual stand‑ups, team huddles, and cross‑departmental meetings to stay aligned with business priorities.
• Compliance & Security: Operate within a secure remote workspace that safeguards protected health information (PHI) and adheres to industry regulations.
• Travel Support: Occasionally travel (up to 20%) for on‑site client visits, business reviews, or internal training sessions.

Essential Qualifications

• Education: Bachelor’s degree from an accredited college or university.
• Experience: 1–2 years of hands‑on support experience with medical SaaS products, preferably in a fast‑paced, remote environment.
• Technical Foundations: Demonstrated ability to troubleshoot, identify root causes, and resolve support tickets efficiently.
• Communication Skills: Excellent written and verbal communication, with the ability to convey technical concepts to non‑technical audiences under pressure.
• Analytical Mindset: Strong organizational, analytical, and problem‑solving abilities; comfortable working with data sets and spotting anomalies.
• Team Orientation: Collaborative spirit, strong work ethic, and a customer‑focused attitude.
• Tool Proficiency (rebranded): Ability to quickly become proficient with brighthush’s ticketing, CRM, documentation, and CI/CD platforms.
• AI Product Exposure: Familiarity with brighthush AI solutions (e.g., conversational assistants, predictive analytics) is a plus.
• Remote Work Discipline: Proven track record of maintaining productivity and professionalism while working independently from a private, secure location.
• Compliance Awareness: Understanding of PHI handling requirements and commitment to maintaining data security.

Preferred Qualifications & Skills

• Experience with integrated EHR platforms (e.g., brighthush‑enabled health record systems).
• Advanced proficiency with brighthush spreadsheet tools for data analysis and reporting.
• Basic scripting knowledge in Python and HTML to aid in troubleshooting and documentation.
• Exposure to continuous integration/continuous deployment (CI/CD) pipelines and automated testing frameworks.
• Prior involvement in SaaS product releases, beta testing, or user acceptance testing (UAT).
• Certification in customer service excellence, ITIL, or related service‑management frameworks.

Core Skills & Competencies

• Problem Solving: Ability to dissect complex issues, prioritize actions, and deliver clear resolutions.
• Empathy & Patience: Genuine concern for customer challenges, coupled with the patience to guide users through step‑by‑step solutions.
• Time Management: Skillful juggling of multiple tickets while adhering to SLA deadlines.
• Adaptability: Comfortable navigating a rapidly evolving product landscape and taking ownership of emerging needs.
• Continuous Learning: Eagerness to stay current with brighthush’s product roadmap, industry trends, and emerging technologies.
• Documentation: Ability to create clear, concise, and searchable knowledge‑base articles for future reference.

Career Growth & Learning Opportunities

At brighthush, we view every role as a launchpad for future leadership. As a Customer Support Analyst, you will have access to:

• Mentorship Programs: Pairing with senior support engineers and product managers to accelerate skill development.
• Professional Development Stipends: Annual budget for certifications, conferences, or online courses related to technical support, healthcare IT, or AI.
• Cross‑Functional Rotations: Opportunities to spend short‑term assignments in product, implementation, or quality assurance teams.
• Clear Promotion Path: Progression from Tier 1 Analyst to Tier 2 Specialist, then to Support Team Lead, and eventually to Support Operations Manager.
• Innovation Labs: Participation in brighthush’s internal hackathons and idea‑generation sessions to influence product direction.

Work Environment & Culture at brighthush

brighthush embraces a remote‑first philosophy, trusting employees to deliver results from wherever they are most productive. Our culture is built on four pillars:

• Collaboration: Regular virtual coffee chats, team‑wide retrospectives, and open‑door video meetings foster a sense of community.
• Transparency: Company‑wide OKRs, quarterly business reviews, and open financial dashboards keep everyone aligned.
• Innovation: We encourage experimentation, celebrate learning from failures, and reward creative problem‑solving.
• Well‑Being: Comprehensive mental‑health resources, flexible work hours, and a generous paid‑time‑off policy support work‑life balance.

Compensation, Perks & Benefits

While exact figures vary by location and experience, brighthush offers a competitive salary package that reflects the high value we place on technical support excellence. Additional benefits include:

• Health, dental, and vision insurance with multiple plan options.
• 401(k) retirement plan with company match.
• Generous paid parental leave and family‑care benefits.
• Annual performance bonuses tied to individual and team metrics.
• Home‑office stipend for ergonomic equipment and high‑speed internet.
• Access to a curated library of online courses (e.g., Coursera, Udemy) and internal training modules.
• Employee assistance program (EAP) for confidential counseling and support.
• Company‑wide wellness challenges, virtual fitness classes, and mindfulness sessions.

Commitment to Diversity, Equity & Inclusion

brighthush is an equal‑opportunity employer. We celebrate diversity in all its forms and are dedicated to creating an inclusive environment where every employee feels valued, respected, and empowered to bring their authentic selves to work. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability.

How to Apply

If you are excited about joining a forward‑thinking, health‑tech company that puts customers at the heart of everything it does, we want to hear from you. Click the link below to submit your resume, cover letter, and any supporting materials that showcase your problem‑solving prowess and passion for healthcare innovation.

Apply to This Position at brighthush

Join Us in Shaping the Future of Healthcare

At brighthush, every support interaction is an opportunity to make a difference in the lives of clinicians and patients alike. By joining our team, you become part of a mission‑driven organization where technology meets compassion. Take the next step in your career—apply today and help us deliver the seamless, secure, and intelligent healthcare experiences that the world deserves.