Customer Support Representative II – Technical Support Specialist for Advanced Analytics Platforms at brighthush

About brighthush

brighthush is a global leader in data‑driven insights, empowering brands, media partners, and technology innovators to understand audiences, optimize strategies, and drive measurable impact. With a heritage rooted in pioneering research and a forward‑looking vision that embraces AI, machine learning, and real‑time analytics, brighthush is at the forefront of the media revolution. Our mission is simple yet powerful: to illuminate the future of media by delivering actionable intelligence that transforms how people connect with content across every platform.

Why Join brighthush?

At brighthush, we believe that the best ideas come from diverse perspectives, collaborative teamwork, and a culture that celebrates curiosity. When you become part of our family, you’ll experience:

• Impactful Work – Your support will directly influence how thousands of clients navigate complex data ecosystems.
• Continuous Learning – Access to cutting‑edge training, certifications, and mentorship programs that keep you ahead of industry trends.
• Inclusive Environment – A workplace that values every voice, fosters belonging, and champions equal opportunity.
• Career Growth – Clear pathways to senior technical roles, product management, or analytics leadership.
• Competitive Compensation – Market‑aligned base salary, performance bonuses, and a comprehensive benefits package.

Position Overview

As a Customer Support Representative II at brighthush, you will serve as the frontline champion for our global client base. Your role blends technical expertise, empathetic communication, and proactive problem‑solving to ensure seamless experiences across our suite of proprietary applications, including software, hardware, and integrated communication tools. You will be an individual contributor who upholds our high standards of service excellence while continuously expanding your knowledge of brighthush’s evolving technology stack.

Key Responsibilities

• Client Interaction & Issue Resolution
  • Respond to inbound client inquiries via the Helpline, chat, and email with professionalism and clarity.
  • Diagnose and resolve technical problems related to data ingestion, dashboard configuration, API integration, and hardware connectivity.
  • Escalate complex issues to senior technical teams following established protocols.
• Operational Excellence & SLA Management
  • Maintain personal ticket volume within defined thresholds, ensuring timely resolution and high customer satisfaction.
  • Adhere to staffing schedules and shift rotations to guarantee 24/7 coverage for critical client segments.
  • Consistently meet or exceed Service Level Agreements (SLAs) by following quality guidelines and process checklists.
• Knowledge Management & Continuous Learning
  • Participate in regular training sessions, product updates, and knowledge‑sharing workshops.
  • Document common issues, troubleshooting steps, and best practices in the internal knowledge base.
  • Apply new insights immediately to improve accuracy and efficiency in client interactions.
• Client & Internal Liaison
  • Communicate technical solutions in clear, non‑technical language to clients and internal stakeholders.
  • Build and maintain positive relationships with clients, fostering trust and long‑term partnership.
  • Collaborate with product, engineering, and sales teams to relay client feedback and drive product enhancements.
• Performance Feedback & Process Improvement
  • Identify recurring software or hardware gaps and report them to management for continuous improvement.
  • Ensure all client interactions and technical steps are accurately recorded in the support system.
  • Participate in post‑incident reviews and root‑cause analyses to refine support processes.

Essential Qualifications

• High school diploma or equivalent; bachelor’s degree in Computer Science, Information Technology, or related field preferred.
• Minimum of 2 years of experience in technical customer support, preferably in analytics, data platforms, or SaaS environments.
• Strong troubleshooting skills with a solid understanding of networking, APIs, and database concepts.
• Excellent written and verbal communication skills in English; additional languages are a plus.
• Proficiency with ticketing systems (e.g., Zendesk, ServiceNow) and remote support tools.
• Demonstrated ability to manage multiple priorities, meet deadlines, and maintain high accuracy under pressure.

Preferred Qualifications

• Experience with data visualization tools (e.g., Tableau, Power BI) and data integration platforms.
• Knowledge of GDPR, CCPA, and other data privacy regulations.
• Familiarity with cloud environments (AWS, Azure, GCP) and containerization technologies.
• Previous exposure to agile development cycles and cross‑functional collaboration.
• Certifications such as CompTIA A+, Network+, or Microsoft Certified: Azure Fundamentals.

Core Skills & Competencies

• Technical Proficiency – Ability to navigate complex systems, interpret logs, and diagnose root causes.
• Customer‑Centric Mindset – Empathy, patience, and a genuine desire to help clients succeed.
• Analytical Thinking – Logical problem‑solving, data interpretation, and decision making.
• Collaboration & Influence – Working effectively with cross‑functional teams and influencing stakeholders.
• Adaptability – Thriving in a fast‑paced, evolving environment with frequent product updates.
• Time Management – Prioritizing tasks, meeting SLAs, and maintaining productivity across multiple channels.

Career Growth & Learning Opportunities

At brighthush, we invest heavily in your professional development. As a Customer Support Representative II, you will have access to:

• Structured mentorship programs pairing you with senior engineers and product managers.
• Internal certification tracks for advanced analytics, cloud architecture, and data governance.
• Cross‑departmental projects that expose you to product strategy, data science, and business development.
• Annual learning stipend for conferences, workshops, and online courses.
• Clear promotion pathways to Senior Support Engineer, Technical Account Manager, or Product Specialist roles.

Work Environment & Culture

brighthush’s culture is built on transparency, collaboration, and a relentless pursuit of excellence. We offer:

• Flexible work arrangements, including hybrid and remote options.
• Inclusive employee resource groups that celebrate diversity and foster belonging.
• Regular town‑hall meetings where leadership shares vision, strategy, and celebrates wins.
• Wellness programs, mental health resources, and a supportive HR team dedicated to employee well‑being.
• Annual company retreats and team‑building events that strengthen camaraderie across locations.

Compensation & Benefits

While specific figures vary by location, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with experience and market benchmarks.
• Performance‑based bonuses tied to individual and team metrics.
• Health, dental, and vision insurance plans with generous coverage options.
• 401(k) retirement plan with company match.
• Paid time off (PTO), sick leave, and parental leave policies that support work‑life balance.
• Employee stock purchase plan (ESPP) and equity options for eligible roles.
• Continuous learning stipend and tuition reimbursement for relevant courses.

Security & Trust Notice

brighthush is committed to protecting your personal information. Be vigilant against phishing attempts or unsolicited messages that claim to be from brighthush. Official communications will always originate from verified brighthush domains (e.g., @brighthush.com). If you receive suspicious outreach, please verify through our official website or contact the HR team directly.

Equal Opportunity Statement

brighthush is an equal‑opportunity employer. We celebrate diversity and are dedicated to creating an inclusive environment for all employees, regardless of race, color, national origin, religion, gender identity, sexual orientation, age, disability, or any other protected characteristic.

Join the brighthush Team

Ready to elevate your career and make a tangible impact in the world of data analytics? Apply today to become a pivotal part of brighthush’s mission to illuminate the future of media. Your expertise will help clients unlock insights, drive smarter decisions, and shape the next generation of media experiences.