Remote Tier 3 Technical Support Specialist – Advanced SketchUp & 3D Software Troubleshooting at brighthush

About brighthush

brighthush is a leading innovator at the intersection of design, construction, and technology. With a global footprint that spans architecture, engineering, and manufacturing, we empower professionals to bring their ideas to life faster, smarter, and more sustainably. Our flagship product, SketchUp, is the world’s most popular 3D modeling platform, trusted by architects, designers, and hobbyists alike to create, visualize, and collaborate on complex projects. At brighthush, we believe that technology should be intuitive, accessible, and transformative—qualities that define every line of code, every support ticket, and every partnership we forge.

Why Join brighthush?

When you become part of brighthush, you’re not just filling a role—you’re stepping into a culture of curiosity, collaboration, and continuous improvement. We champion a remote-first mindset, giving you the flexibility to work from anywhere in the United States while staying connected to a vibrant, global community of experts. Our teams are cross‑functional, blending engineering, product, and customer success to deliver solutions that matter. If you thrive on solving complex problems, enjoy mentoring others, and want to see your work directly impact millions of users worldwide, brighthush is the place for you.

Key Responsibilities

• Deliver Tier 3 Technical Support: Provide advanced, hands‑on assistance for SketchUp and related entitlement systems, ensuring that high‑impact issues are resolved efficiently and accurately.
• Root Cause Analysis & Bug Validation: Investigate, replicate, and validate complex bugs using rigorous testing environments, documenting findings in Jira and Confluence.
• Technical Translation: Convert intricate technical concepts into clear, actionable guidance for cross‑functional teams, product managers, and end users.
• Engineering Collaboration: Partner closely with engineering and product development to manage incident escalations, prioritize fixes, and influence roadmap decisions.
• Mentorship & Training: Mentor junior support staff, design and deliver technical training sessions, and author comprehensive documentation for complex workarounds.
• Process Improvement: Identify gaps in support workflows, propose enhancements, and champion best practices across the support organization.
• Customer Advocacy: Serve as a trusted advisor to our most demanding customers, ensuring their voices are heard and their needs are met.

Essential Qualifications

• 3+ years of experience in advanced technical support or software troubleshooting environments.
• Proven mastery of root cause analysis, structured bug tracking, and software testing methodologies.
• Strong familiarity with the Systems Development Life Cycle (SDLC) and matrixed collaboration frameworks.
• Excellent verbal and written communication skills, with the ability to manage high‑pressure situations with empathy and clarity.
• Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent practical experience).
• Hands‑on experience with 3D modeling software, architectural design workflows, or 3D graphics processing (DirectX 12, Metal).
• Broad diagnostic skills across Windows, macOS, iOS, Android, and Windows Server environments.
• Basic programming or scripting knowledge in modern languages (Python, JavaScript, or similar).

Preferred Qualifications

• Experience supporting cloud‑based SaaS products or entitlement management systems.
• Knowledge of SketchUp’s API and plugin ecosystem.
• Previous exposure to remote support tools and virtual collaboration platforms.
• Certifications in ITIL, CompTIA A+, or similar support frameworks.
• Fluency in multiple languages to serve our global customer base.

Key Skills & Competencies

• Technical Proficiency: Deep understanding of 3D graphics pipelines, rendering engines, and cross‑platform performance optimization.
• Analytical Thinking: Ability to dissect complex problems, identify patterns, and propose scalable solutions.
• Communication: Clear, concise writing and speaking skills tailored to technical and non‑technical audiences.
• Collaboration: Comfortable working with engineering, product, and marketing teams in a fast‑paced environment.
• Customer‑Centric Mindset: Passion for delivering exceptional service and turning challenges into opportunities.
• Continuous Learning: Eagerness to stay current with emerging technologies, industry trends, and best practices.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is defined by the impact you create. As a Tier 3 Specialist, you’ll:

• Progress to a Senior Support Engineer or Technical Lead role, overseeing larger incident portfolios and mentoring a broader team.
• Transition into Product Management or Engineering tracks, leveraging your deep customer insights to shape future features.
• Participate in innovation labs and hackathons that explore new 3D technologies, AI integration, and workflow automation.
• Access to continuous learning resources, including internal workshops, external conferences, and a generous tuition reimbursement program.

Work Environment & Culture

brighthush thrives on a culture of inclusivity, transparency, and empowerment. Our remote-first model means you can work from any U.S. location while staying connected through:

• Weekly virtual town halls and cross‑team syncs.
• Real‑time collaboration tools (Slack, Microsoft Teams, Confluence).
• Mentorship programs pairing new hires with seasoned experts.
• Annual “Innovation Day” where teams pitch and prototype new ideas.

We celebrate diversity, encourage open dialogue, and reward creative problem‑solving. Your voice matters, whether you’re troubleshooting a bug or proposing a new feature.

Compensation & Benefits

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

• Base salary commensurate with market rates for Tier 3 support specialists.
• Performance‑based bonus eligibility.
• Comprehensive medical, dental, vision, life, and disability coverage.
• Flexible paid time off (PTO) and paid parental leave.
• 401(k) retirement plan with company match.
• Employee Stock Purchase Plan (ESPP) to share in brighthush’s growth.
• Tax‑advantaged health, dependent care, and commuter benefits.

How to Apply

If you’re ready to bring your technical expertise, customer‑first mindset, and passion for 3D innovation to a global leader, we’d love to hear from you. Click the link below to submit your application and join the brighthush team.