Remote Customer Support Analyst – Web, API & Server Troubleshooting Specialist for brighthush Utility Solutions

About brighthush

brighthush is a leading provider of mission‑critical software solutions for the public sector, with a strong focus on utilities, local government, and community services. Our portfolio spans web platforms, APIs, and robust server infrastructures that power essential services across North America and the Caribbean. We are committed to delivering reliable, secure, and innovative technology that keeps communities running smoothly.

Why Join brighthush?

At brighthush, we believe that great technology starts with great people. Our culture is built on collaboration, continuous learning, and a passion for solving complex challenges. As a Remote Customer Support Analyst, you will be at the frontline of our customer experience, ensuring that our clients receive timely, accurate, and effective support. You will work with a talented team of engineers, product managers, and customer success leaders to drive product excellence and customer satisfaction.

Key Responsibilities

• Ticket Management & Resolution: Handle incoming support tickets via chat, email, and our ticketing system, ensuring timely responses and clear communication throughout the lifecycle.
• Root Cause Analysis: Investigate application issues across web, API, and server layers. Analyze logs, configuration files, database queries, and code snippets to identify underlying problems.
• Escalation & Collaboration: Work closely with engineering and product teams to reproduce bugs, provide detailed findings, and support the creation of long‑term fixes.
• Knowledge Base Development: Document troubleshooting steps, root causes, and resolutions in our internal knowledge base, contributing to best‑practice guides and FAQs.
• Customer Liaison: Serve as the primary point of contact for customers experiencing complex issues, translating technical details into clear, actionable information.
• Process Improvement: Identify recurring pain points and propose enhancements to support workflows, knowledge base content, and product design.
• AI & Automation Adoption: Leverage AI‑enabled tools such as copilots, chat‑based assistants, and automation scripts to streamline ticket handling and improve efficiency.

Essential Qualifications

• 3+ years of experience supporting or developing enterprise web applications in Java or .NET environments.
• Hands‑on experience troubleshooting web, API, and server issues in a production environment.
• Strong analytical and problem‑solving skills with the ability to dissect complex technical problems across multiple system layers.
• Excellent written and verbal communication skills, capable of explaining technical concepts to non‑technical stakeholders.
• Proficiency with ticketing systems (e.g., ServiceNow, Zendesk) and knowledge‑base platforms.
• Experience working in the utility industry or with utility‑related software solutions.
• Ability to work independently in a remote setting while maintaining high productivity and collaboration.

Preferred Qualifications

• Experience with cloud platforms (AWS, Azure, GCP) and containerization (Docker, Kubernetes).
• Knowledge of database technologies such as SQL Server, PostgreSQL, or MySQL.
• Familiarity with DevOps practices, CI/CD pipelines, and automated testing.
• Certifications in cloud, security, or support (e.g., AWS Certified Solutions Architect, Microsoft Certified: Azure Fundamentals).
• Previous exposure to AI‑powered support tools and a demonstrated curiosity for emerging technologies.

Skills & Competencies

• Technical Proficiency: Comfortable navigating code, logs, and configuration files to diagnose issues.
• Customer‑Centric Mindset: Empathy for end‑users and a commitment to delivering exceptional service.
• Time Management: Prioritize tickets effectively, balancing urgent requests with long‑term projects.
• Collaboration: Work seamlessly with cross‑functional teams, sharing insights and fostering a culture of continuous improvement.
• Adaptability: Thrive in a fast‑moving environment, quickly learning new tools and processes.
• AI & Automation Fluency: Comfortable experimenting with AI copilots, chatbots, and automation scripts to enhance support workflows.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. We offer:

• Mentorship programs pairing you with senior engineers and product leaders.
• Access to internal and external training courses, certifications, and conferences.
• Clear career pathways from Support Analyst to Technical Lead, Product Owner, or Engineering Manager.
• Opportunities to contribute to product roadmaps and influence the future direction of our solutions.

Work Environment & Culture

Our remote‑first culture empowers you to work from anywhere in Canada or the United States, with a flexible schedule that respects work‑life balance. We value:

• Inclusivity: A diverse team that respects different perspectives and fosters belonging.
• Innovation: A mindset that encourages experimentation, especially with AI and automation.
• Collaboration: Regular virtual stand‑ups, knowledge‑sharing sessions, and cross‑team projects.
• Well‑being: Access to health, dental, and vision plans, mental health resources, and lifestyle rewards.

Compensation & Benefits

• Competitive salary range: $65,000 – $85,000 annually, commensurate with experience.
• Three weeks of vacation plus five personal days per year.
• Comprehensive medical, dental, and vision coverage starting on day one.
• Employee stock ownership plan (ESOP) and retirement matching (RRSP/401(k)).
• Lifestyle rewards program, including gym memberships, wellness stipends, and more.
• Remote work stipend to support home‑office setup.

Travel & Remote Requirements

• Remote role based in Canada or the United States.
• Approximately 10% travel required, including visits to client sites in the Caribbean.
• Must hold a valid passport and be legally eligible to travel internationally.
• Work schedule: Monday through Friday, 11:00 a.m. – 8:00 p.m. Eastern Time.

AI & Innovation Mindset

We are at the forefront of integrating AI into customer support. The ideal candidate:

• Is curious about emerging AI tools and willing to experiment with copilots, chat‑based assistants, and automation scripts.
• Maintains rigorous judgment, ensuring AI usage aligns with security and compliance standards.
• Uses AI to streamline workflows, reduce ticket resolution time, and enhance customer satisfaction.

How to Apply

Ready to make a tangible impact on the utility industry? Submit your resume and a brief cover letter outlining your relevant experience and why you’re excited to join brighthush. Please confirm your availability for the required schedule and your eligibility for international travel.

Conclusion

As a Remote Customer Support Analyst at brighthush, you will be at the heart of our mission to deliver reliable, innovative software solutions to communities that depend on them. Your expertise will help us maintain the highest standards of customer service while driving continuous improvement across our product line. If you thrive in a collaborative, technology‑driven environment and are eager to leverage AI to transform support operations, we want to hear from you.

Apply today and become part of a team that is shaping the future of utility software.