Senior Customer Support Consultant – Mine Planning & Finance Software Solutions – Remote (Guadalajara, Mexico) – Champion User Success at brighthush

About brighthush

brighthush stands at the forefront of mining technology, delivering transformative software that redefines how mines plan, operate, and forecast financial performance. With a legacy that spans more than five decades, brighthush has consistently pushed the boundaries of innovation, safety, and sustainability in the mining sector. Our solutions empower planners to optimize extraction sequences, reduce waste, and maximize operational value, while our finance suite equips finance professionals with robust forecasting and modeling tools to drive profitability and strategic decision‑making.

At brighthush, we believe technology should be a catalyst for positive change. We are committed to fostering safer, more efficient, and environmentally responsible mining practices worldwide. Our culture is built on collaboration, continuous learning, and a shared passion for solving complex industry challenges. Whether you’re a seasoned support specialist or a rising star in tech, brighthush offers a dynamic environment where your expertise can make a tangible impact.

Role Overview

We are seeking a dedicated Senior Customer Support Consultant to join our remote support team based in Guadalajara. In this permanent, full‑time role, you will be the frontline champion for our Mine Planning and Finance software suites, ensuring that end users receive timely, accurate, and insightful assistance. Your technical acumen, coupled with a customer‑centric mindset, will help us maintain the high standards of service that brighthush is known for.

Why This Role Matters

Our software powers critical decisions in mining operations—from scheduling haulage to forecasting capital expenditures. When users encounter issues, the ripple effect can impact productivity, safety, and profitability. As a Senior Customer Support Consultant, you will be the bridge between complex technical solutions and the people who rely on them daily. Your work will directly influence customer satisfaction, retention, and the overall success of our product ecosystem.

Key Responsibilities

• Ticket Management: Monitor, prioritize, and respond to all support requests using our ticketing system, ensuring adherence to agreed SLAs.
• Issue Diagnosis: Investigate, diagnose, and resolve software and application issues promptly, employing systematic troubleshooting techniques.
• Escalation Handling: Manage customer escalations with professionalism, coordinating with engineering and product teams to achieve swift resolutions.
• Documentation: Record detailed incident logs, root‑cause analyses, and resolution steps in the knowledge base, maintaining high data integrity.
• Knowledge Base Development: Identify recurring problems, author clear, user‑friendly articles, and keep the knowledge repository up to date.
• Process Compliance: Follow internal quality standards, security policies, and compliance requirements in all support activities.
• Cross‑Regional Collaboration: Work closely with global support teams to ensure consistent service delivery across time zones.
• Customer Engagement: Foster strong relationships with users, gathering feedback and advocating for product improvements.
• Continuous Improvement: Participate in post‑incident reviews, contribute to root‑cause analysis, and suggest process enhancements.
• Mentorship: Coach junior support staff, share best practices, and help build a high‑performing support community.

Essential Qualifications

• Proven experience in application or software support within a customer‑facing environment.
• Strong analytical and problem‑solving skills, with the ability to prioritize tasks and diagnose complex issues efficiently.
• Fluency in English and Spanish, both written and spoken.
• Eligibility to work in Mexico and residency in Guadalajara.
• Excellent communication skills, capable of translating technical concepts into clear, actionable guidance for end users.
• Collaborative mindset, comfortable working across global teams and time zones.
• Experience with ticketing systems such as ServiceNow or Zendesk.
• Basic scripting knowledge (Python, PowerShell, or Bash) is a plus.

Preferred Qualifications

• Prior experience with brighthush’s Mine Planning or Finance software, or comparable mining planning and scheduling systems.
• Familiarity with mining industry terminology, processes, and challenges.
• ITIL Foundation or higher certification, or equivalent experience in IT service management.
• Background in mining operations, engineering, or finance.
• Experience in a remote‑first support environment.

Skills & Competencies

• Technical Proficiency: Comfortable troubleshooting software, databases, and network issues; basic scripting knowledge is a plus.
• Customer‑Centric Approach: Empathy, patience, and a genuine desire to help users succeed.
• Time Management: Ability to juggle multiple tickets while maintaining high quality and meeting deadlines.
• Communication: Clear, concise written and verbal communication in both English and Spanish.
• Team Player: Willingness to collaborate with engineering, product, and sales teams to resolve issues.
• Adaptability: Thrive in a fast‑moving environment with evolving product features and customer needs.
• Analytical Thinking: Ability to dissect complex problems and propose effective solutions.
• Continuous Learning: Eagerness to stay updated on industry trends, new technologies, and best practices.

Career Growth & Learning Opportunities

At brighthush, we invest heavily in our people. As a Senior Customer Support Consultant, you will:

• Gain in‑depth knowledge of mining technology and industry best practices.
• Participate in regular training sessions, webinars, and workshops led by subject‑matter experts.
• Earn certifications in ITIL, Microsoft Azure, or other relevant domains through our learning portal.
• Progress into senior support roles, technical account management, or product development positions.
• Contribute to product roadmaps by sharing customer insights and feature requests.
• Lead cross‑functional initiatives that drive product quality and customer satisfaction.
• Mentor new hires and help shape the next generation of support professionals.

Work Environment & Company Culture

Our remote‑first culture empowers you to work from the comfort of your home while staying connected with a vibrant, global team. We value:

• Flexibility: Flexible working hours that accommodate your personal and professional commitments.
• Collaboration: Regular virtual stand‑ups, cross‑functional workshops, and informal coffee chats.
• Innovation: A culture that encourages experimentation, continuous improvement, and creative problem‑solving.
• Diversity & Inclusion: A welcoming environment where diverse perspectives are celebrated and leveraged.
• Well‑Being: Access to mental health resources, wellness programs, and a supportive HR team.
• Community Impact: Opportunities to participate in industry forums, conferences, and sustainability initiatives.

Compensation & Benefits

While specific figures are tailored to experience and market conditions, brighthush offers a competitive salary package that includes:

• Base salary commensurate with industry standards.
• Performance‑based bonuses and incentive plans.
• Health, dental, and vision insurance coverage.
• Retirement savings plan with company match.
• Generous paid time off, including vacation, sick leave, and public holidays.
• Professional development stipend for certifications, conferences, and courses.
• Remote work stipend to support home‑office setup.
• Access to a company‑wide learning platform with courses in technology, soft skills, and leadership.
• Annual wellness stipend to support fitness, nutrition, or mindfulness activities.

How to Apply

Ready to join a team that’s shaping the future of mining technology? Submit your application in English, including a resume and a brief cover letter that highlights your relevant experience and why you’re excited about this role. Please note that we are not accepting applications through agencies or recruiters.

Closing

At brighthush, we’re more than a software provider—we’re a partner to mining organizations worldwide, helping them achieve safer, more efficient, and sustainable operations. If you’re passionate about delivering exceptional customer support, thrive in a fast‑paced environment, and want to make a real difference, we’d love to hear from you. Apply today and become part of a team that’s driving innovation in the mining industry.