Seasonal Night‑Shift Technical Support Specialist – AI‑Powered Troubleshooting Expert & Global Customer Success Champion – Remote, Continuous Learning & Career Advancement Opportunities at brighthush

Welcome to brighthush – Where Digital Collaboration Meets AI‑Driven Innovation

At brighthush, we’re not just building software; we’re redefining how teams connect, collaborate, and create value in a world that’s increasingly digital. Our conversation‑centric platform, powered by cutting‑edge artificial intelligence, empowers businesses of all sizes—from Fortune 500 giants to nimble startups—to communicate more effectively, streamline workflows, and deliver exceptional customer experiences. With a presence in over 30 countries and a global customer base that spans diverse industries, brighthush is at the forefront of the AI‑driven customer experience revolution.

Our mission is clear: to empower every organization to connect, collaborate, and thrive in a digital‑first world. We achieve this by marrying state‑of‑the‑art AI, intuitive design, and an unwavering focus on customer delight. If you’re passionate about technology, love solving complex problems, and thrive in a culture that celebrates curiosity and innovation, brighthush is the place for you.

Why This Role Is a Game Changer for Your Career

As a Seasonal Night‑Shift Technical Support Specialist, you become the frontline ambassador of brighthush. Your work directly impacts thousands of customers worldwide, ensuring they receive timely, accurate, and empathetic assistance around the clock. This role offers:

• Exposure to a diverse, global customer base across multiple industries.
• Opportunity to work with AI‑powered tools that streamline troubleshooting and knowledge management.
• A clear path to advanced roles such as Senior Support Specialist, Team Lead, or Technical Account Manager.
• Flexibility to work remotely from anywhere in the world while aligning with U.S. business hours.
• Access to continuous learning programs, certifications, and mentorship from senior engineers.

Whether you’re looking to sharpen your technical acumen, deepen your customer‑centric mindset, or accelerate your professional growth, this role offers the perfect blend of challenge and support.

Day in the Life – Your Impact Every Shift

Each night shift is a dynamic mix of problem solving, collaboration, and continuous improvement. A typical day might look like this:

• 08:00 – 09:00 – Review overnight tickets, prioritize based on severity, and update the CRM with any new information.
• 09:00 – 12:00 – Handle live chat, phone, and email inquiries, diagnosing hardware, software, and connectivity issues.
• 12:00 – 13:00 – Participate in a brief stand‑up with the night‑shift team to discuss recurring problems and share insights.
• 13:00 – 15:00 – Use brighthush AI tools to generate knowledge‑base articles, update troubleshooting guides, and refine response templates.
• 15:00 – 17:00 – Collaborate with Engineering and Product teams to report bugs, suggest enhancements, and track resolution progress.
• 17:00 – 18:00 – Conduct a post‑shift debrief, document lessons learned, and prepare for the next shift.

Throughout the shift, you embody brighthush’s values of curiosity, empathy, and innovation, turning every customer interaction into an opportunity for growth.

Key Responsibilities – Your Day‑to‑Day Impact

• Deliver high‑quality technical support to customers via phone, chat, and email during night‑shift hours, ensuring every interaction reflects brighthush’s commitment to excellence.
• Diagnose and resolve complex issues related to PC/Mac hardware, software, and connectivity, leveraging troubleshooting frameworks, knowledge bases, and real‑time diagnostic tools.
• Document every interaction meticulously in the CRM, ensuring accurate records for future reference, trend analysis, and continuous improvement.
• Utilize brighthush AI tools to streamline responses, generate knowledge‑base articles, and enhance customer satisfaction.
• Collaborate with cross‑functional teams (Engineering, Product, Quality Assurance) to report recurring issues, suggest product enhancements, and drive product quality.
• Maintain a deep understanding of brighthush’s product suite, updates, and best practices to provide proactive guidance to customers.
• Adhere to SLA metrics, ensuring response and resolution times meet or exceed company standards.
• Participate in continuous learning initiatives, staying current with emerging technologies, industry trends, and new AI capabilities.
• Act as a brand ambassador by embodying brighthush’s values of curiosity, empathy, and innovation in every customer interaction.

Essential Qualifications – What We’re Looking For

• Minimum of 2 years of customer service experience, preferably in a technical support environment.
• Proficient with PC and Mac operating systems, brighthush Office Suite, and common productivity tools.
• Advanced English fluency (written and spoken) with excellent communication skills.
• Strong problem‑solving abilities and a methodical approach to troubleshooting.
• Experience working remotely and managing time effectively in a distributed team.
• Comfortable with U.S. business hours (night shift) and flexible to occasional on‑call duties.
• Curiosity for learning new technologies and a passion for continuous improvement.

Preferred Qualifications – Bonus Points

• Experience with AI‑powered support tools (brighthush AI, brighthush AI Copilot, or similar).
• Knowledge of cloud‑based communication platforms or SaaS products.
• Previous exposure to a startup or high‑growth tech environment.
• Multilingual capabilities beyond English.
• Certification in IT support (e.g., brighthush Certification, brighthush Certified: Modern Desktop Administrator Associate).

Core Skills & Competencies – The DNA of Success at brighthush

• Technical Aptitude: Ability to quickly understand and troubleshoot software and hardware issues.
• Customer‑Centric Mindset: Empathy, patience, and a genuine desire to help customers succeed.
• Communication Excellence: Clear, concise, and professional communication across multiple channels.
• Analytical Thinking: Strong analytical skills to diagnose root causes and propose effective solutions.
• Adaptability: Thrive in a fast‑paced, evolving environment with shifting priorities.
• Collaboration: Work seamlessly with cross‑functional teams and share insights for product improvement.
• Time Management: Prioritize tasks, meet deadlines, and maintain high productivity during night shifts.

Career Growth & Learning Opportunities – Your Path to Impact

At brighthush, your career trajectory is designed to evolve with your ambitions. As a Seasonal Night‑Shift Technical Support Specialist, you will:

• Gain in‑depth knowledge of our flagship products and the broader tech ecosystem.
• Access a structured learning path that includes technical certifications, AI tool workshops, and soft‑skill development.
• Participate in mentorship programs pairing you with senior engineers and product managers.
• Earn performance‑based promotions to Senior Support Specialist, Team Lead, or Technical Account Manager roles.
• Contribute to product roadmaps by providing frontline insights, positioning you as a key stakeholder in future innovations.
• Expand your professional network across multiple continents, building relationships that last a lifetime.

Work Environment & Company Culture at brighthush

brighthush thrives on a culture that values curiosity, transparency, and continuous improvement. Our remote‑first approach means you can work from anywhere, yet you’ll still feel part of a tight‑knit, collaborative team. We celebrate diversity, encourage open dialogue, and reward innovative thinking. Every employee is empowered to bring their authentic self to work, fostering an environment where ideas flourish and careers thrive.

Compensation, Perks, and Benefits

While specific salary ranges are tailored to experience and location, brighthush offers a competitive compensation package that includes:

• Base salary commensurate with industry standards for night‑shift technical support roles.
• Performance‑based bonuses tied to customer satisfaction metrics and SLA adherence.
• Comprehensive health, dental, and vision insurance for you and your dependents.
• Flexible paid time off and a generous holiday schedule.
• Unlimited professional development budget to pursue certifications, conferences, and courses.
• Access to cutting‑edge AI tools and a robust internal knowledge base.
• Employee stock‑option program, allowing you to share in the company’s growth.
• Regular virtual team‑building events, hackathons, and wellness initiatives.

How to Apply – Join the brighthush Revolution

If you’re ready to take your technical support career to the next level, work with AI‑powered tools, and help customers around the world succeed, we want to hear from you. Submit your resume and a brief cover letter outlining why you’re the perfect fit for this role. Let’s build the future of customer success together.