Senior Customer Success & Technical Support Specialist – Driving SaaS & Automotive Data Innovation, Remote (Canada & Ontario) – Champion Customer Success, Shape the Future of Mobility at brighthush
About brighthush
brighthush is more than a technology provider; it is a catalyst for the next generation of mobility. In an era where vehicles are becoming data‑rich, connected ecosystems, brighthush transforms raw telemetry into actionable intelligence that powers safer roads, smarter fleets, and more efficient manufacturing. Our cloud‑native SaaS platform unifies manufacturers, dealers, service centers, and fleet operators, delivering real‑time analytics, predictive maintenance, and compliance reporting that help partners make data‑driven decisions, accelerate innovation, and reduce operational costs. With a global footprint and a focus on Canadian and Ontario markets, we are redefining how automotive data is captured, processed, and leveraged.
At brighthush, technology is a catalyst for change. We believe it should be accessible, reliable, and transformative. Our culture is built on curiosity, collaboration, and a relentless focus on customer outcomes. Whether you’re a seasoned engineer, a data enthusiast, or a customer‑centric professional, you’ll find a community that rewards bold ideas, encourages continuous learning, and celebrates every milestone—big or small. We are committed to fostering an inclusive environment where every voice is heard and every contribution is valued.
Why This Role Matters
As a Senior Customer Success & Technical Support Specialist, you will be the frontline advocate for our clients, translating complex technical concepts into clear, actionable guidance. Your expertise will ensure that customers extract maximum value from every feature of our SaaS platform and automotive software suite. In an industry where data is the new currency, your role is pivotal in turning technical challenges into opportunities for growth, trust, and long‑term partnership. You will help shape the future of mobility by delivering world‑class support, driving product adoption, and influencing the roadmap through customer feedback.
Your contributions will directly impact customer satisfaction scores, renewal rates, and the overall success of our platform. By fostering strong relationships and delivering exceptional service, you will become an integral part of the brighthush story—helping our partners thrive in a rapidly evolving automotive landscape.
Key Responsibilities
- Technical Troubleshooting: Diagnose and resolve a wide spectrum of software, integration, and performance issues across our SaaS and automotive platforms, using diagnostic tools, logs, and real‑time monitoring.
- Case Management: Log, track, and document every support interaction in our CRM system, ensuring accurate knowledge‑base updates and seamless knowledge sharing across the team.
- Customer Advocacy: Act as a trusted advisor, turning technical challenges into opportunities for upsell and cross‑sell of advanced analytics modules and premium support tiers.
- Collaboration with Engineering: Escalate complex bugs to product teams, providing clear, reproducible steps, impact analysis, and priority recommendations.
- Process Improvement: Identify recurring pain points and propose enhancements to support workflows, documentation, and self‑service resources, driving higher first‑time‑resolution rates.
- Continuous Learning: Stay current with industry trends, new product releases, and emerging technologies in automotive data, SaaS, and cloud services.
- Customer Success Enablement: Participate in onboarding sessions, webinars, and training materials to help customers achieve their business objectives.
- Metrics & Reporting: Track key performance indicators such as ticket volume, resolution time, customer satisfaction scores, and provide actionable insights to leadership.
- Cross‑Functional Collaboration: Work closely with Sales, Product, and Marketing to align support initiatives with broader business goals.
- Documentation Leadership: Own the creation and maintenance of technical documentation, FAQs, and troubleshooting guides that empower customers and reduce support load.
Essential Qualifications
- Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent postsecondary education.
- 1–3 years of hands‑on customer, technical, or service desk support experience in SaaS, data, or technology environments.
- Strong understanding of REST, SOAP, JSON, and XML APIs, with the ability to interpret API documentation and troubleshoot integration issues.
- Proficiency with CRM platforms, especially brighthush Service Cloud, and familiarity with ticketing systems such as brighthush Ticketing System or brighthush Service Platform.
- Excellent written and verbal communication skills in English, with the ability to translate technical concepts for non‑technical stakeholders.
- Demonstrated ability to troubleshoot complex technical issues and provide clear, actionable solutions.
- Self‑motivated, detail‑oriented, and comfortable working in a remote, distributed team environment.
- Experience with cloud platforms such as brighthush Cloud Platform is a plus.
Preferred Qualifications
- Experience supporting automotive software or related diagnostic tools.
- Knowledge of automotive data standards (e.g., brighthush Data Standard).
- Familiarity with data analytics or business intelligence tools such as brighthush Analytics Tool.
- Previous exposure to API development, integration testing, or DevOps practices.
- Experience with scripting languages (e.g., brighthush Scripting Language) for troubleshooting and automation.
Core Skills & Competencies
- Technical Proficiency: Comfortable navigating complex software stacks, APIs, and data formats.
- Problem‑Solving: Ability to dissect issues, identify root causes, and implement effective fixes.
- Customer‑Centric Mindset: Passion for delivering exceptional service and turning challenges into positive experiences.
- Communication: Clear, concise, and empathetic communication across technical and non‑technical audiences.
- Collaboration: Works seamlessly with cross‑functional teams—engineering, product, sales, and marketing.
- Adaptability: Thrives in a fast‑paced, evolving environment with shifting priorities.
- Time Management: Prioritizes tasks effectively in a remote setting, balancing multiple tickets and projects.
Career Growth & Learning Opportunities
At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Senior Customer Success & Technical Support Specialist, you will have the chance to:
- Progress to a Senior Support Engineer or Technical Account Manager role, taking on more complex technical challenges and client relationships.
- Lead initiatives to improve support processes, customer satisfaction metrics, and knowledge‑base quality.
- Participate in cross‑departmental projects, gaining exposure to product development, sales, and marketing strategies.
- Access a comprehensive learning portal, including certifications in brighthush Service Cloud, API development, and automotive data standards.
- Receive mentorship from senior engineers and product managers, fostering professional growth and skill diversification.
- Earn performance‑based bonuses and recognition awards for outstanding customer impact.
- Attend industry conferences and workshops, representing brighthush and staying ahead of market trends.
Work Environment & Culture
brighthush champions a flexible, inclusive culture that values work‑life balance, continuous learning, and community impact. Key highlights include:
- Fully remote work model with flexible hours to accommodate time zones across Canada and Ontario.
- Collaborative virtual spaces—video calls, chat channels, and shared knowledge bases—to keep teams connected.
- Regular virtual town halls and “Ask Me Anything” sessions with leadership, fostering transparency and open dialogue.
- Inclusive hiring practices and a commitment to diversity, equity, and inclusion, ensuring every voice is heard.
- Community outreach programs, including volunteer days and sustainability initiatives that give back to the communities we serve.
- Annual team retreats (virtual or in‑person) to strengthen collaboration, celebrate achievements, and recharge.
- Access to a company‑wide learning platform with courses on cloud, data analytics, and soft skills.
Compensation & Benefits
While the base salary for this role ranges from CAD 41,600 to CAD 49,920 per year, brighthush offers a comprehensive benefits package designed to support your well‑being and professional growth:
- Competitive base salary and performance‑based bonuses.
- Health, dental, and vision insurance plans for you and your family.
- Flexible paid time off (PTO) and paid holidays, with a generous accrual schedule.
- Tuition reimbursement program to support continued education and certifications.
- Employee wellness stipend for gym memberships, meditation apps, or home office upgrades.
- Annual team retreats (virtual or in‑person) to strengthen collaboration and celebrate achievements.
- RRSP matching program to help you plan for the future.
- Access to a company‑wide learning platform with courses on cloud, data analytics, and soft skills.
- Discounts on brighthush products and partner services.
How to Apply
Ready to join a forward‑thinking team that’s reshaping the automotive data landscape? Submit your application through our careers portal and let’s explore how your skills can drive success at brighthush.