Customer Support Specialist – BIM & CAD Technical Support Expert for Innovative Construction Collaboration Platform

About brighthush

brighthush is a trailblazer in the architecture, engineering, and construction (AEC) technology space, empowering the world’s most ambitious projects to thrive. By fusing a cutting‑edge gaming engine with industry‑standard BIM tools, we deliver a seamless 2D/3D collaboration environment that keeps teams connected—whether they’re in the office, on a construction site, or working remotely from anywhere in the world. Our platform is trusted by airports, hospitals, data centers, and large‑scale infrastructure projects to reduce risk, accelerate decision‑making, and deliver outcomes on time and on budget.

Why Join brighthush?

At brighthush, we’re not just building software; we’re shaping the future of construction collaboration. Our culture is built on innovation, teamwork, and a relentless focus on customer success. As a globally distributed team, we value diversity, flexibility, and continuous learning. If you’re passionate about technology, love solving complex problems, and want to make a tangible impact on how the world builds, brighthush is the place for you.

Key Responsibilities

• Technical Support & Troubleshooting: Deliver Level 1 and Level 2 support to brighthush users, diagnosing and resolving software‑related issues with speed and professionalism.
• Product & Industry Expertise: Master the brighthush platform, its integration with Autodesk Revit, Navisworks, and other BIM tools, and stay current on evolving industry workflows.
• Customer Communication: Serve as the primary point of contact for technical inquiries, providing clear, accurate, and timely assistance via email, chat, and occasional phone or video calls.
• Root‑Cause Analysis: Analyze logs, reproduce reported issues, and investigate underlying causes to recommend effective solutions.
• Escalation & Tracking: Create detailed JIRA tickets for the Development team, ensuring accurate documentation and efficient communication.
• Cross‑Functional Collaboration: Partner with Development, QA, and Customer Success to troubleshoot complex cases and maintain a consistent, high‑quality customer experience.
• Knowledge Base Development: Author, update, and refine knowledge‑base articles, FAQs, and troubleshooting guides to empower users and reduce repeat tickets.
• Customer Experience & Product Adoption: Educate users on platform capabilities, help them overcome challenges, and drive adoption through proactive support.
• Continuous Improvement: Own customer inquiries, make informed decisions, and identify opportunities to enhance support processes and product usability.

Essential Qualifications

• Experience: Minimum 2 years in a technical support, customer support, or similar role.
• BIM & CAD Knowledge: Hands‑on familiarity with Building Information Modeling technologies and CAD software such as Autodesk Revit, Navisworks, or equivalent.
• English Proficiency: Excellent written and spoken English; additional languages (French, German, Russian) are a plus.
• Communication Skills: Ability to explain technical concepts clearly, professionally, and politely to diverse audiences.
• Windows Expertise: Advanced knowledge of Windows 10 and Windows 11, including troubleshooting and configuration.
• Technical Aptitude: Quick learner who can adapt to evolving software and technologies.
• Analytical & Problem‑Solving: Structured, proactive approach to diagnosing and resolving issues under pressure.
• Customer‑Oriented Mindset: Genuine commitment to delivering exceptional service and support.
• Adaptability & Flexibility: Thrive in a fast‑paced, dynamic environment with shifting priorities.
• Continuous Learning: Strong motivation to expand technical knowledge and stay current with industry trends.

Preferred Qualifications

• Experience with ticketing and support platforms such as Zendesk, JIRA, or similar.
• Understanding of AEC industry workflows, processes, and collaboration practices.
• Background in creating or maintaining knowledge bases, technical documentation, or troubleshooting guides.

Skills & Competencies

• Technical troubleshooting and root‑cause analysis
• Strong written and verbal communication
• Customer empathy and service orientation
• Time management and prioritization
• Collaboration across cross‑functional teams
• Adaptability to new tools and processes
• Data‑driven decision making and reporting

Career Growth & Learning Opportunities

At brighthush, your career path is shaped by your ambition and performance. You’ll have access to:

• Mentorship from senior engineers and product leaders
• Regular training sessions on emerging BIM technologies and industry standards
• Opportunities to contribute to product roadmap discussions and feature prioritization
• Internal mobility into product management, engineering, or customer success leadership roles
• Annual learning stipend for certifications, conferences, or courses

Work Environment & Culture

Our remote‑first culture means you can work from the UK, Germany, or France—whichever location best suits your lifestyle. We value:

• Flexibility: Choose your own hours within core collaboration windows.
• Inclusivity: A diverse team that celebrates different perspectives.
• Innovation: A collaborative environment where ideas are welcomed and tested.
• Transparency: Open communication channels and regular company‑wide updates.
• Well‑being: Access to mental health resources, wellness programs, and ergonomic support.

Compensation & Benefits

While specific figures vary by role and location, brighthush offers a competitive salary package that includes:

• Base salary aligned with market rates for technical support specialists in the AEC tech sector
• Performance‑based bonuses tied to customer satisfaction metrics and support efficiency
• Comprehensive health, dental, and vision insurance (UK, Germany, France)
• Paid time off, including vacation, sick leave, and public holidays
• Flexible working arrangements and remote‑work stipend
• Annual team‑building retreats and company‑wide trips (e.g., Armenia, Switzerland)
• Professional development budget and access to industry conferences

How to Apply

If you’re ready to bring your technical expertise, customer‑centric mindset, and passion for BIM to a forward‑thinking company, we’d love to hear from you. Submit your application through the link below and join brighthush in redefining how the world builds.