Senior Customer Solutions Specialist – Technical Support & Workflow Optimization for Legal Tech Solutions at brighthush

About brighthush

brighthush is a trailblazer in the legal technology arena, dedicated to empowering law firms with cutting‑edge information governance, business intake consulting, and modernized process solutions. With a portfolio that spans enterprise‑grade platforms such as Intapp, iCompli, FileTrail, and Microsoft Power BI, brighthush partners with clients to design, implement, and sustain technology that drives efficiency, compliance, and strategic insight. Our culture is built on innovation, collaboration, and a relentless focus on client success. As we expand our footprint across the legal sector, we’re looking for passionate professionals who thrive on solving complex problems and building lasting relationships.

Position Overview

The Customer Solutions Specialist will be a pivotal member of the Hivemind team at brighthush, the dedicated customer solutions and support unit that ensures our clients receive world‑class service, technical assistance, and strategic guidance. In this role, you will act as the first line of support for our clients, providing day‑to‑day application help, troubleshooting, and system administration. You will also contribute to knowledge management, process improvement, and customer enablement initiatives that help our clients extract maximum value from their technology investments.

Why This Role Matters

Our clients rely on brighthush to streamline their operations, maintain regulatory compliance, and unlock actionable insights. The Customer Solutions Specialist is the bridge between the client’s day‑to‑day needs and the broader technical ecosystem. Your expertise will directly influence client satisfaction, retention, and the overall success of our solutions.

Key Responsibilities

• First‑Line Technical Support: Deliver prompt, accurate assistance for Intapp, iCompli, FileTrail, Microsoft Power BI, and related applications. Resolve inquiries, troubleshoot issues, and guide users through best practices.
• Client Relationship Management: Build trust with clients by maintaining proactive communication, offering strategic insights, and ensuring a seamless support experience.
• Collaboration with Internal Teams: Work closely with developers, solution engineers, and implementation specialists to diagnose complex problems, share feedback, and drive continuous improvement.
• Knowledge Base Stewardship: Log all client interactions, document solutions, and update the Support Knowledge Base to ensure knowledge is captured and shared.
• Process Improvement: Identify recurring pain points, propose enhancements, and participate in cross‑functional initiatives to elevate the support workflow.
• Product Expertise: Stay current with new releases, feature updates, and best‑practice configurations for all supported platforms.
• Training & Enablement: Assist in creating and delivering training materials, webinars, and workshops that empower clients to use their solutions effectively.
• Escalation Management: Escalate high‑priority or complex issues to senior technical teams, ensuring timely resolution and client communication.

Essential Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Proven experience developing and troubleshooting SQL queries.
• Exceptional written and verbal communication skills, with the ability to translate technical concepts for non‑technical audiences.
• Customer‑centric mindset, capable of remaining calm and solution‑focused under pressure.
• Strong analytical and problem‑solving abilities, with a track record of adapting to evolving technologies.
• Self‑starter who thrives with minimal supervision and demonstrates initiative.

Preferred Qualifications

• Certification or hands‑on experience with Dell Boomi integration platform.
• In‑depth knowledge of Intapp, iCompli, FileTrail, and Microsoft Power BI, including implementation and configuration.
• Experience with Intapp Integration Builder (Integrate) and related integration tools.
• Understanding of relational database design principles.
• Familiarity with SQL Server Integration Services (SSIS) or SQL Server Reporting Services (SSRS).
• Experience using Zendesk or similar ticketing systems.
• Background working within a law firm or legal services environment.

Skills & Competencies

• Technical Proficiency: Comfortable with database querying, data modeling, and basic scripting.
• Customer Advocacy: Passionate about delivering outstanding service and building long‑term client relationships.
• Analytical Thinking: Ability to dissect complex issues, identify root causes, and propose effective solutions.
• Communication: Clear, concise, and empathetic communication across all stakeholder levels.
• Collaboration: Works seamlessly with cross‑functional teams, sharing insights and driving collective success.
• Continuous Learning: Eager to stay ahead of industry trends, product updates, and emerging technologies.

Career Growth & Learning Opportunities

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

• Progress to senior support roles, such as Lead Customer Solutions Specialist or Technical Support Manager.
• Transition into specialized technical tracks, including Integration Engineering, Data Analytics, or Product Management.
• Participate in mentorship programs, internal knowledge sharing, and leadership development workshops.
• Earn industry certifications (e.g., Microsoft Certified: Power BI, Dell Boomi, Intapp) through sponsored training and exam reimbursement.
• Contribute to product roadmap discussions, influencing the next generation of legal tech solutions.

Work Environment & Culture

brighthush fosters an inclusive, collaborative, and forward‑thinking culture. Our team values transparency, continuous improvement, and a healthy work‑life balance. You’ll find:

• Flexible work arrangements, including hybrid and remote options.
• A supportive environment that encourages experimentation, learning, and innovation.
• Regular team‑building events, hackathons, and cross‑departmental workshops.
• A commitment to diversity, equity, and inclusion, ensuring every voice is heard and valued.
• Access to cutting‑edge tools, resources, and a vibrant knowledge base that keeps you at the forefront of legal technology.

Compensation & Perks

While specific figures vary based on experience and location, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market rates for senior technical support roles.
• Performance‑based bonuses and incentive programs.
• Comprehensive health, dental, and vision insurance.
• 401(k) matching and retirement planning resources.
• Generous paid time off, including vacation, sick leave, and personal days.
• Professional development stipend, covering conferences, courses, and certifications.
• Employee wellness programs, including gym memberships and mental health resources.
• Team‑based incentives, such as quarterly recognition awards and spot bonuses.

How to Apply

Ready to join a dynamic team that’s reshaping the legal tech landscape? Submit your resume and a cover letter that highlights your relevant experience, problem‑solving stories, and why you’re excited about the Customer Solutions Specialist role at brighthush. We’re eager to learn how you can contribute to our mission of delivering exceptional client outcomes.

Closing Statement

At brighthush, you’ll be part of a forward‑thinking organization that values innovation, collaboration, and client success. As a Customer Solutions Specialist, you’ll have the opportunity to shape the support experience for leading law firms, drive continuous improvement, and grow your career in a supportive, inclusive environment. If you’re passionate about technology, love solving complex problems, and thrive in a client‑centric setting, we encourage you to apply today and help us light the way for our clients’ success.