Remote Customer Support Analyst – Tier 1 Technical Support Specialist for Healthcare SaaS Solutions, Data Analytics & AI Integration

About brighthush

brighthush is a trailblazing provider of revenue‑cycle technology and data‑driven customer engagement solutions for the healthcare industry. Since our founding in 1981, we have grown into a global leader with a dedicated team of 501‑1,000 professionals who are passionate about transforming how hospitals, health systems, and payers manage revenue, communicate with patients, and harness the power of artificial intelligence. Our mission is simple: empower healthcare organizations to deliver better care, faster, while maximizing financial performance.

Why Join brighthush?

At brighthush, you’ll be part of a culture that values innovation, collaboration, and continuous learning. We champion a flexible, remote‑first work environment that empowers you to balance professional growth with personal well‑being. Our employees enjoy:

• Competitive base salary and performance‑based bonuses
• Comprehensive health, dental, and vision plans
• 401(k) with company match and generous paid time off
• Unlimited learning budget for courses, certifications, and conferences
• Regular virtual team‑building events and quarterly all‑hands meetings
• Access to cutting‑edge AI tools (Claude, ChatGPT) and internal data analytics platforms
• Opportunities for career advancement into senior support, product, or engineering roles

Position Overview

We are seeking a highly motivated Remote Customer Support Analyst to join our Tier 1 support team. In this role, you will be the first line of defense for our customers, owning the entire lifecycle of support tickets—from intake to resolution or handoff. You will troubleshoot product and workflow questions, investigate data discrepancies and bugs, and collaborate with cross‑functional teams to ensure our customers achieve their revenue‑cycle goals.

Key Responsibilities

• Own incoming support tickets in Zendesk, ensuring timely triage, accurate documentation, and resolution or escalation as needed.
• Investigate and resolve product, data, and workflow issues for our healthcare SaaS platform, including EHR integrations with Epic, Cerner, and MEDITECH.
• Collaborate with engineering, product, and quality assurance teams to reproduce, diagnose, and close bugs.
• Maintain and update knowledge base articles in Confluence, ensuring information is clear, concise, and up‑to‑date.
• Track and report on SLA compliance, customer satisfaction scores, and ticket volume trends using Salesforce and internal dashboards.
• Provide proactive communication to customers regarding status updates, expected resolution times, and any workarounds.
• Participate in on‑call rotations and 24/7 incident response as required.
• Contribute to continuous improvement initiatives, including process automation, workflow optimization, and AI‑driven support tools.
• Mentor junior support analysts and share best practices across the team.

Essential Qualifications

• Bachelor’s degree in Computer Science, Information Systems, Healthcare Administration, or a related field.
• 1–2 years of experience supporting medical SaaS products, preferably in a revenue‑cycle or EHR environment.
• Hands‑on experience with Zendesk, Salesforce, Confluence, Jira, and Jenkins.
• Strong troubleshooting skills and the ability to diagnose complex technical issues.
• Intermediate to advanced proficiency in Microsoft Excel (pivot tables, VLOOKUP, macros).
• Basic programming knowledge in Python and HTML.
• Experience with AI products such as Claude or ChatGPT, and a curiosity to explore emerging technologies.
• Excellent written and verbal communication skills, with the ability to convey technical information to non‑technical stakeholders.
• Self‑motivated, organized, and able to thrive in a remote, fast‑paced environment.
• Commitment to customer satisfaction and operational excellence.

Preferred Qualifications

• Experience with Epic, Cerner, or MEDITECH EHR systems.
• Advanced Excel skills, including data modeling and dashboard creation.
• Knowledge of healthcare regulations (HIPAA, HITECH) and data security best practices.
• Experience with Jenkins CI/CD pipelines and Jira issue tracking.
• Previous exposure to AI‑driven customer support solutions.
• Certifications in ITIL, Salesforce, or Zendesk administration.

Core Competencies

• Customer‑centric mindset: always putting the customer’s success first.
• Analytical thinking: turning data into actionable insights.
• Collaboration: working seamlessly with engineering, product, and sales teams.
• Adaptability: thriving in a rapidly evolving technology landscape.
• Time management: juggling multiple tickets while meeting SLA targets.
• Continuous learning: staying current with industry trends and emerging tools.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent from the ground up. As a Customer Support Analyst, you will have a clear path to:

• Senior Support Analyst – leading complex cases and mentoring peers.
• Support Team Lead – managing a small team, setting priorities, and driving process improvements.
• Product Support Engineer – working closely with product and engineering to shape feature development.
• AI Integration Specialist – designing and deploying AI‑powered support workflows.
• Cross‑functional roles in Product Management, Engineering, or Customer Success.

We provide a generous learning budget, access to internal training programs, and sponsorship for industry certifications. Our mentorship program pairs you with senior leaders who guide your professional development.

Work Environment & Culture

brighthush champions a remote‑first culture that values flexibility, autonomy, and work‑life balance. Our team members collaborate through:

• Daily stand‑ups via Zoom and Slack.
• Weekly knowledge‑sharing sessions and lunch‑and‑learn webinars.
• Quarterly virtual retreats and team‑building activities.
• Transparent communication channels and an open‑door policy for feedback.

We celebrate diversity, equity, and inclusion, and we are committed to creating an environment where every voice is heard and every contribution is valued.

Compensation & Benefits

While specific figures vary by experience and location, our compensation package includes:

• Competitive base salary aligned with industry standards for remote SaaS support roles.
• Performance‑based bonuses tied to SLA achievement and customer satisfaction metrics.
• Health, dental, and vision insurance with a generous employer contribution.
• 401(k) plan with company match and a 3‑month vesting schedule.
• Paid time off (PTO) and holiday schedule that supports a healthy work‑life balance.
• Unlimited professional development stipend for courses, certifications, and conferences.
• Access to cutting‑edge AI tools and internal data analytics platforms.
• Flexible work hours and the ability to work from any location within the United States.

brighthush also offers H1B sponsorship for qualified candidates, though sponsorship for this specific role is not guaranteed. We encourage all interested applicants to apply.

How to Apply

Ready to make an impact in the healthcare technology space? Click the link below to submit your application and join a team that is redefining customer support excellence.

Apply to this role at brighthush

Closing Statement

At brighthush, we are on a mission to empower healthcare organizations to deliver better care, faster, while maximizing financial performance. As a Remote Customer Support Analyst, you will be at the heart of that mission—ensuring our customers receive the highest level of service and support. If you are passionate about technology, customer success, and continuous improvement, we invite you to apply and become part of our dynamic, remote‑first team.