Senior Customer Support Specialist – Pacific Time Zone – AI‑Powered Energy Analytics Platform Expert, brighthush Jira & brighthush 365 Champion, Customer Advocacy & Technical Troubleshooting Lead at brighthush

About brighthush

brighthush is a trailblazing AI‑driven technology company that empowers the energy sector with cutting‑edge predictive analytics for power line and infrastructure inspections. By harnessing the power of machine learning, computer vision, and advanced data science, we deliver actionable insights that help utilities, contractors, and government agencies reduce downtime, lower maintenance costs, and enhance safety across vast electrical grids.

Founded on a mission to transform how the world monitors and maintains critical energy infrastructure, brighthush has rapidly grown into a global leader in AI‑powered inspection solutions. Our team is composed of passionate engineers, data scientists, and industry experts who thrive on solving complex challenges and delivering tangible value to our customers.

At brighthush, we believe that technology should be accessible, reliable, and user‑friendly. That philosophy extends to our people: we foster a culture of collaboration, continuous learning, and innovation. Whether you’re a seasoned professional or an emerging talent, you’ll find an environment that encourages curiosity, rewards initiative, and celebrates success.

Role Overview

We are seeking a highly motivated Senior Customer Support Specialist to join our remote team in the Pacific Time Zone. In this pivotal role, you will be the frontline advocate for our customers, ensuring they receive timely, accurate, and empathetic support across a range of technical and product‑related inquiries. Your expertise in troubleshooting, documentation, and cross‑functional collaboration will directly impact customer satisfaction, product adoption, and the overall success of our AI‑powered platform.

As a mid‑level specialist, you will work closely with our engineering, product, and sales teams to resolve complex issues, create knowledge‑base content, and contribute to continuous improvement initiatives. Your strong communication skills, combined with a deep understanding of brighthush Jira, brighthush 365, and related tools, will enable you to navigate the intricacies of our support ecosystem with confidence.

Key Responsibilities

• Technical Troubleshooting: Diagnose and resolve a wide spectrum of technical issues reported by customers, ranging from software bugs to integration challenges with third‑party systems.
• Case Management: Log, prioritize, and track support tickets using brighthush Jira, ensuring timely resolution and clear communication with stakeholders.
• Documentation & Knowledge Base: Author and maintain comprehensive documentation, FAQs, and troubleshooting guides in brighthush Confluence and brighthush SharePoint to empower customers and reduce repeat inquiries.
• Customer Advocacy: Serve as the voice of the customer within brighthush, providing insights that inform product enhancements and service improvements.
• Collaboration: Partner with engineering, product, and sales teams to investigate root causes, implement fixes, and communicate updates to affected customers.
• Process Improvement: Identify recurring support patterns and propose process or product changes that enhance efficiency and customer experience.
• Training & Enablement: Assist in onboarding new support staff and create training materials to ensure consistent, high‑quality service delivery.
• Metrics & Reporting: Track key performance indicators (KPIs) such as ticket volume, resolution time, and customer satisfaction scores, and present insights to leadership.

Essential Qualifications

• 3–4+ years of customer or technical support experience in a SaaS or technology environment.
• Proven ability to troubleshoot complex technical issues across multiple platforms.
• Hands‑on experience with brighthush Jira for ticketing and workflow management.
• Strong proficiency in brighthush 365 (brighthush Word, brighthush Excel, brighthush PowerPoint, brighthush Outlook) and familiarity with brighthush SharePoint and brighthush Confluence.
• Excellent written and verbal communication skills in English.
• Demonstrated documentation skills—capable of translating technical concepts into clear, user‑friendly guides.
• Self‑motivated, detail‑oriented, and able to thrive in a fast‑moving, remote work environment.
• Experience with AI or data‑driven products is a plus, but not required.

Preferred Qualifications

• Experience working with AI or machine‑learning platforms, especially in the energy or infrastructure sectors.
• Knowledge of brighthush and its integration with support workflows.
• Familiarity with brighthush Claude, brighthush GPT, or other generative AI tools used for customer support automation.
• Background in electrical engineering, power systems, or related fields.
• Previous exposure to remote, distributed teams and asynchronous communication tools.

Skills & Competencies

• Technical Acumen: Ability to understand software architecture, APIs, and data pipelines to diagnose issues effectively.
• Problem‑Solving: Analytical mindset with a systematic approach to troubleshooting and root‑cause analysis.
• Customer‑Centricity: Passion for delivering exceptional service and turning challenges into opportunities for customer delight.
• Collaboration: Comfortable working cross‑functionally with engineering, product, and sales teams to drive solutions.
• Adaptability: Quick to learn new tools, processes, and industry trends in a rapidly evolving environment.
• Time Management: Prioritize multiple tickets, manage deadlines, and maintain high quality under pressure.
• Communication: Clear, concise, and empathetic communication across written and verbal channels.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. As a Senior Customer Support Specialist, you will:

• Gain exposure to cutting‑edge AI technologies and the energy sector’s evolving landscape.
• Participate in cross‑functional projects that influence product roadmap and customer experience.
• Access continuous learning resources, including internal workshops, industry conferences, and online courses.
• Progress into senior support roles, technical account management, Apply for this job