Senior Customer Success & Technical Support Specialist – Global Geospatial Solutions Champion, Driving 24/7 Innovation, Sustainable Impact, and Exceptional Customer Experience with Advanced Remote Sensing Expertise at brighthush

About brighthush

brighthush is a trailblazer in the geospatial technology arena, turning raw earth data into actionable insights that empower construction, mining, infrastructure, and environmental projects worldwide. With a portfolio that spans more than 50,000 worksites on every continent, we deliver a seamless blend of hardware, software, and cloud services that capture, analyze, and visualize 3‑D representations of the built environment. Our mission is simple yet powerful: help our customers reduce waste, lower fuel consumption, and accelerate project timelines through precision mapping and real‑time analytics.

Our commitment to excellence has earned us industry accolades such as the brighthush Excellence in Customer Experience award, recognition as an Inspiring Workplace in Australasia, and features in leading industry publications. At brighthush, data‑driven decision making, collaborative problem solving, and a genuine dedication to each other’s success are the pillars that support our culture.

We are more than a technology provider; we are a partner to our customers, a catalyst for innovation, and a community that thrives on curiosity and continuous improvement. Whether you are a seasoned geospatial professional or a customer service veteran, you will find a place at brighthush where your expertise can shape the future of the industry.

Why This Role Matters

As a Senior Customer Success & Technical Support Specialist, you will be the frontline ambassador for brighthush’s global customer base. Your expertise will shape the experience of thousands of users who rely on our technology to deliver safer, more efficient projects. You will blend technical troubleshooting with customer‑centric communication, acting as the vital link between users and our engineering, product, and geospatial solutions teams.

Beyond routine support, you will:

• Collaborate with the Geospatial Solutions team to perform essential technical tasks such as measuring stockpiles, retrieving GPS correction data, and validating 3‑D models.
• Partner with Customer Success, Product, and Engineering to refine support processes, enhance knowledge bases, and influence product roadmap decisions.
• Champion a culture of rapid response, high satisfaction, and continuous improvement across the support organization.

In short, you will be the bridge that turns complex technical challenges into simple, actionable solutions for our customers, ensuring that brighthush remains the trusted partner in every project.

Key Responsibilities

Tier 1 Support Excellence

Deliver timely, accurate assistance for software navigation, troubleshooting, account management, and subscription queries. Strive for first‑contact resolution whenever possible, ensuring every customer interaction reflects brighthush’s commitment to quality.

Effective Triage & Escalation

Evaluate incoming chats and emails, route them to the appropriate specialist, and document interactions in our CRM. Maintain a seamless knowledge trail that empowers the team to resolve issues efficiently.

Proactive Customer Engagement

Coordinate with the Geospatial Solutions team to accelerate dataset delivery, ensuring customers receive the information they need when they need it. Anticipate customer needs and proactively communicate updates.

Technical Task Ownership

Perform essential non‑inbox duties such as stockpile verification, dataset re‑filtering, and basic remote sensing analysis to support project success. These tasks help bridge the gap between customer requests and our technical capabilities.

Process Improvement Advocacy

Review support workflows, identify bottlenecks, and propose enhancements that boost efficiency and elevate the overall customer experience. Your insights will directly influence the evolution of our support infrastructure.

Cross‑Functional Collaboration

Work closely with Product, Engineering, and Customer Success to share feedback, report recurring issues, and influence product roadmap decisions. Your voice will help shape the future of brighthush’s offerings.

Quality Assurance & Knowledge Management

Contribute to the creation and maintenance of knowledge base articles, FAQs, and training materials that empower both customers and internal teams. Your content will become the go‑to resource for troubleshooting and best practices.

Global Coverage & Flexibility

Operate on a rotating roster that supports customers in over 100 countries, ensuring 24/7 coverage across time zones. Your flexibility will enable us to provide world‑class support no matter where our customers are located.

Essential Qualifications

• Minimum of 1 year of experience in customer service or technical support, preferably with chat and email channels.
• Fluent in English, with exceptional written and verbal communication skills.
• Strong analytical and problem‑solving abilities, capable of diagnosing complex technical issues quickly.
• Proven multitasking and time‑management skills in a fast‑paced, web‑connected environment.
• High attention to detail and a commitment to maintaining rigorous quality standards.
• Customer‑centric mindset with a passion for delivering outstanding service.
• Team player who thrives in collaborative settings while also excelling independently.
• Comfortable working remotely and adaptable to a rotating shift schedule.

Preferred Qualifications

• Experience with geospatial or remote sensing technologies, such as drone surveying or photogrammetry.
• Familiarity with GIS software, GPS data processing, or 3‑D modeling tools.
• Previous exposure to SaaS or hardware‑software integration support.
• Knowledge of customer success metrics (NPS, CSAT, CES) and experience using CRM platforms.
• Background in data analysis or a technical field (engineering, geology, surveying).

Skills & Competencies

• Technical Proficiency – Ability to quickly learn new software, hardware, and basic technical concepts.
• Communication Excellence – Clear, concise, and empathetic communication across multiple channels.
• Problem‑Solving Mindset – Logical, solution‑oriented approach to troubleshooting and issue resolution.
• Adaptability – Comfortable navigating changing priorities and evolving product features.
• Collaboration & Influence – Skilled at building relationships with cross‑functional teams and advocating for customer needs.
• Process Ownership – Strong focus on continuous improvement and operational excellence.

Career Growth & Learning Opportunities

At brighthush, we believe that every team member has the potential to grow. As a Senior Customer Success & Technical Support Specialist, you’ll have access to:

• Annual professional development budget and paid training courses covering the latest in geospatial technology, customer success, and leadership.
• Mentorship programs pairing you with senior leaders across product, engineering, and customer success.
• Opportunities to transition into specialized roles such as Geospatial Solutions Analyst, Product Support Engineer, or Customer Success Manager.
• Participation in cross‑departmental projects that influence product roadmap and customer experience strategy.
• Regular performance reviews that align your career goals with company objectives.

Work Environment & Company Culture

Our culture is defined by:

• Data‑Driven Decision Making – Every initiative is backed by metrics and insights.
• Collaboration & Transparency – Open communication channels and shared knowledge bases.
• Innovation & Creativity – Encouragement to experiment, iterate, and bring fresh ideas to the table.
• Work‑Life Balance – Flexible remote work, generous vacation, and paid parental leave.
• Community & Impact – A focus on sustainability, reducing waste, and making a tangible difference in the industry.

Compensation & Benefits

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

• Base salary commensurate with market standards.
• Performance‑based bonuses tied to customer satisfaction and support metrics.
• Health, dental, and vision coverage (HMO Gold).
• Paid vacation, sick leave, and paid parental leave.
• Annual professional development budget and paid leave for learning.
• Employee share options to align your success with the company’s growth.
• Monthly remote‑work allowance and fully equipped home office setup.
• Access to wellness programs, mental health resources, and employee assistance programs.

How to Apply

Ready to join a team that’s changing the face of geospatial technology? Submit your application through our careers portal and let’s explore how your expertise can help brighthush deliver world‑class support to our global customer base.