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

About brighthush

brighthush is a fast‑growing leader in the digital health ecosystem, delivering innovative software‑as‑a‑service (SaaS) platforms that empower clinicians, administrators, and patients to collaborate more efficiently. Our mission is to transform the way healthcare information is accessed and shared, ensuring that every interaction is secure, intuitive, and impactful. With a culture built on curiosity, collaboration, and continuous improvement, brighthush attracts top talent who are passionate about technology, patient outcomes, and the future of health‑tech.

Role Overview

We are seeking a highly motivated Customer Support Analyst to join our Tier 1 support team. In this role, you will own the end‑to‑end lifecycle of incoming customer issues—from initial intake through resolution or strategic handoff. You will work across a suite of internal tools, including brighthush’s ticketing, CRM, knowledge‑base, and CI/CD platforms, to troubleshoot product and workflow questions, investigate data discrepancies, and identify bugs. Your dedication to meeting service‑level agreements (SLAs) and maintaining high customer satisfaction scores will directly influence the team’s performance metrics and the overall success of brighthush’s solutions.

Key Responsibilities

• Serve as the first point of contact for all incoming support tickets, ensuring timely acknowledgment and accurate categorization.
• Diagnose and resolve technical issues related to brighthush’s SaaS healthcare products, leveraging deep product knowledge and systematic problem‑solving techniques.
• Maintain a comprehensive understanding of brighthush’s end‑to‑end product suite, becoming a trusted technical resource for internal teams such as product, engineering, and sales.
• Utilize brighthush’s ticketing platform, CRM system, knowledge‑base, project‑tracking, and automation tools to document findings, update case status, and communicate resolutions clearly.
• Escalate complex or high‑impact incidents to senior analysts, managers, or engineering leads while providing all relevant context and troubleshooting steps taken.
• Monitor and meet all SLA targets, contributing to the team’s scorecard metrics for response time, resolution time, and customer satisfaction (CSAT).
• Identify recurring issues and collaborate with product and engineering teams to drive root‑cause analysis and long‑term fixes.
• Produce clear, concise documentation—including knowledge‑base articles, troubleshooting guides, and internal SOPs—to empower both customers and colleagues.
• Participate in regular team huddles, training sessions, and cross‑functional meetings to stay current on product updates, new features, and best practices.
• Travel up to 20 % of the time for on‑site client visits, business reviews, and internal workshops, representing brighthush with professionalism and expertise.

Essential Qualifications

• Education: Bachelor’s degree from an accredited college or university.
• Experience: 1–2 years of hands‑on support experience with SaaS products in the healthcare domain, including familiarity with electronic health record (EHR) integrations.
• Technical Skills: Proficiency in troubleshooting support tickets, strong analytical mindset, and ability to interpret complex data sets.
• Tool Proficiency: Demonstrated ability to quickly become proficient in brighthush’s ticketing, CRM, knowledge‑base, project‑tracking, and automation platforms.
• Communication: Excellent written and verbal communication skills, with the ability to convey technical concepts to non‑technical audiences under pressure.
• Organizational Skills: Strong time‑management and prioritization abilities, ensuring that multiple tickets are handled efficiently without sacrificing quality.
• Excel Competency: Intermediate to advanced Microsoft Excel skills, including formulas, pivot tables, and data visualization.
• Programming Basics: Working knowledge of Python and HTML for creating simple scripts or customizing support documentation.
• AI Product Exposure: Experience interacting with artificial‑intelligence‑driven tools such as brighthush’s conversational assistants.
• Remote Work Discipline: Proven ability to work independently in a secure remote environment, maintaining productivity, professionalism, and data privacy (including PHI protection).
• Physical Requirements: Ability to sit for extended periods, occasional standing and walking, and lift up to 10 lb. Vision requirements include close, distance, color, peripheral, and depth perception.

Preferred Qualifications

• Hands‑on experience with major EHR platforms (brighthush, brighthush, and brighthush) and understanding of healthcare data standards (HL7, FHIR).
• Advanced Excel capabilities such as macros, VBA scripting, or complex data modeling.
• Prior exposure to continuous integration/continuous deployment (CI/CD) pipelines and automation tools.
• Certification in ITIL, HDI, or related service‑delivery frameworks.
• Demonstrated track record of improving CSAT scores or reducing ticket resolution times.
• Experience delivering remote training or webinars to healthcare professionals.

Core Skills & Competencies

• Problem Solving: Ability to dissect ambiguous issues, ask the right questions, and develop logical, step‑by‑step solutions.
• Customer‑Centric Mindset: Commitment to delivering exceptional service, anticipating customer needs, and turning challenges into positive experiences.
• Collaboration: Comfortable working with cross‑functional teams, sharing knowledge, and contributing to a culture of continuous improvement.
• Adaptability: Thrive in a fast‑paced environment where priorities shift quickly; take ownership of emerging needs.
• Attention to Detail: Meticulous documentation and data entry to ensure accurate case histories and compliance with regulatory standards.
• Security Awareness: Understanding of HIPAA and other privacy regulations, ensuring all communications and data handling meet strict security standards.

Career Growth & Learning Opportunities

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

• Structured mentorship programs pairing you with senior support engineers and product managers.
• Continuous learning pathways, including internal certification tracks for advanced troubleshooting, data analytics, and AI‑driven support tools.
• Opportunities to transition into specialized roles such as Technical Support Engineer, Product Specialist, or Customer Success Manager.
• Quarterly “Innovation Days” where you can pitch process improvements, prototype new support workflows, or contribute to product feature ideas.
• Sponsored attendance at industry conferences, webinars, and workshops focused on health‑tech, SaaS support, and emerging AI technologies.

Work Environment & Culture at brighthush

brighthush embraces a hybrid work model that balances flexibility with collaboration. Whether you are working from a private home office or joining teammates at one of our modern satellite locations, you will benefit from:

• High‑speed VPN access and secure remote‑desktop tools that meet PHI protection standards.
• A culture of psychological safety where ideas are welcomed, and every voice matters.
• Regular virtual coffee chats, team‑building activities, and inclusive celebrations of diversity.
• Transparent communication from leadership, with quarterly town halls and open‑door policies.
• Recognition programs that celebrate exceptional customer service, innovative problem‑solving, and teamwork.

Compensation, Benefits & Perks

• Competitive base salary aligned with market benchmarks for Tier 1 support roles in the health‑tech sector.
• Performance‑based bonuses tied to SLA adherence, CSAT scores, and team achievements.
• Comprehensive health, dental, and vision insurance plans, including options for dependents.
• Retirement savings plan with company matching contributions.
• Generous paid time off (PTO), holidays, and sick leave to support work‑life balance.
• Professional development stipend for courses, certifications, or conferences.
• Wellness allowance covering fitness memberships, mental‑health resources, and ergonomic home‑office equipment.
• Employee assistance program (EAP) offering confidential counseling and support services.
• Technology package: laptop, monitors, headset, and secure VPN access provided at no cost.
• Travel reimbursement for client‑site visits, business reviews, and internal training sessions.

How to Apply

If you are ready to make a tangible impact on the delivery of cutting‑edge healthcare technology and thrive in a collaborative, fast‑moving environment, we want to hear from you. Submit your resume, a concise cover letter highlighting your most relevant experience, and any supporting documentation (e.g., certifications, project samples) through the brighthush career portal.

Join brighthush – Make a Difference Every Day

At brighthush, every support interaction is an opportunity to improve patient care, streamline clinical workflows, and empower healthcare professionals worldwide. By joining our team, you become part of a mission‑driven organization where your expertise directly contributes to better health outcomes. Apply today and start a rewarding career where technology, compassion, and innovation intersect.