Seasoned Customer Support Specialist – SaaS Event Technology, Training & Technical Troubleshooting

About brighthush

brighthush is a trailblazer in the event and venue management space, delivering a cloud‑based SaaS platform that powers thousands of events worldwide. From iconic venues like the Sydney Opera House and Mercedes‑Benz Stadium to universities, museums, and convention centers, our technology gives event professionals a 360° view of their operations, enabling them to cut costs, save time, and unlock new revenue streams. With a presence in over 50 countries, brighthush is at the forefront of digital transformation in the events industry, constantly innovating to meet the evolving needs of our global clientele.

Role Overview

As a Customer Support Specialist at brighthush, you will be the frontline advocate for our clients, ensuring they receive timely, expert assistance across email, phone, and live training sessions. Your role extends beyond reactive support: you will collaborate with our development team to troubleshoot software issues, test new features, and provide actionable feedback that shapes future product enhancements. Whether you’re guiding a first‑time user through a new module or resolving a complex integration challenge, you’ll play a pivotal part in delivering the exceptional experience that brighthush is known for.

Key Responsibilities

• Become a subject‑matter expert on the brighthush platform, staying current with every new release and feature enhancement.
• Provide high‑quality technical support to clients via email, phone, and scheduled online training sessions.
• Collaborate with the development team to diagnose, document, and resolve software bugs and performance issues.
• Execute rigorous testing of new or updated functionality before it goes live, ensuring a flawless user experience.
• Escalate unresolved support tickets to Senior Support Specialists or Engineering leads, maintaining clear communication throughout the process.
• Design and deliver customized training materials and workshops for key accounts, helping them maximize platform value.
• Maintain and clean the file server, ensuring data integrity and optimal storage performance.
• Build and configure local test environments for feature validation and demonstration purposes.
• Act as a trusted advisor for high‑profile clients, proactively identifying opportunities for platform adoption and expansion.
• Document support procedures, create knowledge‑base articles, and share best practices with the broader support team.
• Coordinate internal support requests such as demo configuration, documentation updates, customer notifications, and integration with NetSuite.

Essential Qualifications

• Minimum of 2 years’ experience in customer service, preferably within a high‑growth SaaS environment.
• Exceptional written and verbal communication skills, with a proven track record of clear, empathetic client interactions.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
• Experience with report‑generation tools and relational databases (e.g., SQL, MS Access, Crystal Reports, DevExpress) is highly desirable.
• Availability to participate in occasional weekend on‑call rotations, as required by the support schedule.
• Strong problem‑solving abilities and a methodical approach to troubleshooting.
• Self‑motivated, detail‑oriented, and capable of managing multiple priorities in a fast‑paced environment.

Preferred Qualifications

• Background in the venue or event industry, with an understanding of the unique challenges faced by event professionals.
• Demonstrated empathy and patience when guiding users through complex technical concepts.
• Team‑player mindset, with a willingness to collaborate across departments and share knowledge.
• Excellent communication habits—transparent, proactive, and inclusive in all interactions.
• Passion for data analytics, SQL, and reporting tools, with hands‑on experience in systems such as MS Access, DevExpress, Excel, or Crystal Reports.

Skills & Competencies

• Technical proficiency: SaaS platforms, cloud services, and basic networking concepts.
• Customer‑centric mindset: ability to anticipate needs and deliver solutions that exceed expectations.
• Analytical thinking: translating user feedback into actionable insights for product improvement.
• Project coordination: managing support tickets, test plans, and training schedules with precision.
• Adaptability: thriving in a dynamic environment where priorities shift quickly.
• Collaboration: working effectively with engineering, product, and sales teams to drive customer success.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Customer Support Specialist, you will:

• Gain exposure to the full product lifecycle—from onboarding to post‑implementation support.
• Develop deep expertise in event‑management technology, positioning you for future roles in product management, technical account management, or solutions architecture.
• Participate in cross‑functional projects that influence product roadmap decisions.
• Access continuous learning resources, including internal training modules, industry conferences, and certifications in SaaS support and data analytics.
• Benefit from a mentorship program that pairs you with senior leaders in the organization.

Work Environment & Company Culture

brighthush fosters a culture of innovation, collaboration, and inclusivity. Our remote‑first model empowers employees to work from anywhere in the United States, while still maintaining a strong sense of community through virtual team‑building events, regular all‑hands meetings, and open‑door leadership communication. We celebrate diversity and encourage every team member to bring their authentic self to work, knowing that varied perspectives drive better solutions and richer customer experiences.

Compensation & Benefits

While specific figures are not disclosed in this posting, brighthush offers a competitive salary package that reflects your experience and the value you bring to our clients. In addition to base pay, we provide:

• Health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Generous paid time off (PTO) and flexible holiday scheduling.
• Professional development stipend and reimbursement for relevant certifications.
• Wellness programs, including virtual fitness classes and mental health resources.
• Employee referral bonuses and performance‑based incentives.

Equal Opportunity & Accessibility

brighthush is an equal‑opportunity employer committed to fostering a diverse and inclusive workplace. We welcome applicants of all backgrounds, identities, and abilities. If you require accommodations during the hiring process or on the job, please let us know—we are dedicated to ensuring a fair and supportive experience for everyone.

How to Apply

Ready to join a team that’s redefining the events industry? Submit your resume and a brief cover letter highlighting your customer support experience and why you’re excited about working with brighthush. We look forward to learning how your skills and passion align with our mission to empower event professionals worldwide.