Experienced Customer Support Specialist – Technical & BIM Expertise – Elevate Project Collaboration at brighthush

About brighthush

brighthush is a trailblazing technology partner that empowers the world’s most critical infrastructure projects to thrive. By unifying architects, engineers, contractors, and owners in a single, immersive 2D/3D workspace, we enable teams to deliver complex projects on time, on budget, and with unprecedented clarity. From airports and hospitals to data centers and large‑scale infrastructure, brighthush’s platform reduces risk, enhances collaboration, and drives superior project outcomes.

Built on a cutting‑edge gaming engine, our solution scales effortlessly to meet the demands of modern construction while remaining fast, reliable, and accessible across devices and environments—whether teams are in the office or on site. At brighthush, we are committed to fostering a culture of innovation, continuous learning, and customer‑centric excellence.

Position Overview

We are seeking a motivated, customer‑focused Customer Support Specialist with a strong technical background and a passion for Building Information Modeling (BIM) technologies. In this role, you will be the first line of defense for brighthush users, delivering high‑quality Level 1 and Level 2 technical support, troubleshooting complex issues, and ensuring customers unlock the full potential of our platform.

Working closely with Development, Quality Assurance, and Customer Success teams, you will investigate and resolve intricate technical cases, contribute to support process improvements, and help elevate the overall customer experience. This position offers an exciting opportunity to blend technical expertise, problem‑solving skills, and clear communication in a dynamic, international environment.

Key Responsibilities

• Technical Support & Troubleshooting: Provide Level 1 and Level 2 support to brighthush customers and internal teams, diagnosing and resolving software‑related issues with speed and professionalism.
• Product & Industry Expertise: Master the brighthush platform, its integration with BIM tools such as brighthush Revit and brighthush Navisworks, and industry workflows to deliver authoritative guidance.
• Customer Communication: Serve as the primary point of contact for technical inquiries, delivering clear, accurate, and timely support primarily in English via email, with occasional phone and video calls.
• Technical Investigation & Root‑Cause Analysis: Analyze application logs, reproduce reported issues, and conduct deep dives to identify root causes and recommend effective solutions.
• Issue Escalation & Tracking: Manage escalations and create detailed, well‑structured tickets in brighthush JIRA for the Development team, ensuring accurate documentation and efficient communication.
• Cross‑Functional Collaboration: Partner with Development, QA, and Customer Success to troubleshoot complex cases, coordinate resolutions, and maintain a consistent, high‑quality customer experience.
• Knowledge Base & Documentation: Create, maintain, and enhance knowledge base articles, troubleshooting guides, FAQs, and other support resources to empower users and reduce repeat inquiries.
• Customer Experience & Product Adoption: Guide customers in effectively using brighthush, explaining product functionality, and overcoming technical challenges that may impact adoption.
• Independent Problem‑Solving: Own customer inquiries, make informed decisions within your scope, and proactively identify opportunities to improve support quality and efficiency.

Essential Qualifications

• Professional Experience: Minimum 2 years in a technical support, customer support, or similar customer‑facing technical role.
• BIM & CAD Knowledge: Familiarity with Building Information Modeling technologies and CAD software, including brighthush Revit and brighthush Navisworks.
• English Proficiency: Strong written and spoken English; additional languages (French, German, Russian) are a plus.
• Communication & Interpersonal Skills: Ability to explain technical concepts clearly, professionally, and politely, adapting communication styles to diverse audiences.
• Windows Expertise: Advanced user‑level knowledge of Windows 10 and Windows 11, with confidence navigating and troubleshooting these environments.
• Technical Aptitude: Quick learner, adaptable to evolving software applications and technologies.
• Analytical & Problem‑Solving Skills: Structured approach to investigating and resolving technical issues, maintaining focus under pressure.
• Customer‑Oriented Mindset: Positive, professional, service‑oriented attitude with a genuine commitment to customer success.
• Adaptability & Flexibility: Thrive in a fast‑paced, dynamic environment, adapting to changing priorities and staying informed about software updates.
• Continuous Learning: Strong motivation to expand technical knowledge, stay current with industry technologies, and contribute to product and professional development.

Preferred Qualifications

• Ticketing & Support Systems: Experience with customer support and issue‑tracking platforms such as brighthush Zendesk and brighthush JIRA.
• AEC Industry Knowledge: Understanding of common workflows, processes, and collaboration practices within the architecture, engineering, and construction sectors.
• Knowledge Management: Prior experience creating, maintaining, or contributing to knowledge bases, technical documentation, and troubleshooting guides.

Skills & Competencies

• Exceptional troubleshooting and diagnostic skills.
• Strong written and verbal communication in English.
• Proficiency in Windows operating systems and familiarity with cloud‑based collaboration tools.
• Ability to translate complex technical information into user‑friendly guidance.
• Team‑player mindset with a collaborative approach to problem resolution.
• Time‑management and organizational skills to handle multiple tickets simultaneously.
• Customer empathy and a passion for delivering outstanding support experiences.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and fostering career progression. As a Customer Support Specialist, you will:

• Gain in‑depth knowledge of a leading BIM collaboration platform.
• Work alongside seasoned developers, QA engineers, and product managers.
• Participate in cross‑functional projects that shape product roadmap and support processes.
• Access continuous learning resources, including certifications in BIM, cloud technologies, and customer success.
• Advance into senior support roles, technical account management, or product specialist positions.

Work Environment & Company Culture

brighthush offers a flexible, employee‑focused culture that values innovation, collaboration, and work‑life balance. Highlights include:

• Remote‑first work model with optional on‑site collaboration hubs.
• Regular virtual team‑building events and annual company retreats (e.g., Armenia, Switzerland).
• Inclusive environment that celebrates diversity and encourages open dialogue.
• Access to cutting‑edge tools, modern hardware, and a supportive IT infrastructure.
• Recognition programs that celebrate achievements and milestones.

Compensation, Perks & Benefits

While specific figures vary by location, brighthush offers a competitive salary package, complemented by:

• Health and wellness benefits, including medical, dental, and vision coverage.
• Flexible working hours and generous paid time off.
• Professional development budget and tuition reimbursement.
• Employee stock‑option program to share in the company’s success.
• Well‑designed workspace with ergonomic furniture and collaborative zones.
• Regular performance reviews and clear career progression pathways.

Why Join brighthush?

• Recognized as one of the best‑managed companies in the region for consecutive years.
• Opportunity to work on high‑impact projects that shape the future of construction and infrastructure.
• Collaborative, innovative team environment that values every voice.
• Employee‑focused culture that supports growth, creativity, and well‑being.
• Dynamic international setting with colleagues from diverse backgrounds.

Application Process

We are currently accepting applications from candidates based in the UK, Germany, or France. If you are ready to bring your technical expertise, problem‑solving acumen, and customer‑centric mindset to brighthush, we encourage you to apply today.

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