Senior Customer Support Specialist – Pacific Time Zone – AI‑Powered Energy Analytics Platform Expert & Jira & 365 Champion – Championing Customer Advocacy & Technical Troubleshooting at brighthush
About brighthush
brighthush is a pioneering AI‑driven technology company that is redefining how the energy sector monitors, inspects, and maintains critical infrastructure. By marrying machine learning, computer vision, and advanced data science, we deliver predictive analytics that empower utilities, contractors, and government agencies to reduce downtime, cut maintenance costs, and elevate safety across sprawling electrical grids.
Founded with a clear mission—to transform the way the world safeguards its power infrastructure—brighthush has rapidly ascended to become a global leader in AI‑powered inspection solutions. Our team is a vibrant mix of engineers, data scientists, and industry specialists 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 nurture a culture of collaboration, continuous learning, and relentless innovation. Whether you’re a seasoned professional or an emerging talent, you’ll find an environment that encourages curiosity, rewards initiative, and celebrates success.
Why Join brighthush?
Working at brighthush means being part of a mission that directly impacts the reliability of national power grids. In this role, you’ll:
- Collaborate with world‑class experts in AI, data science, and electrical engineering.
- Influence product direction through real‑world customer feedback.
- Enjoy a fully remote, flexible schedule that respects your Pacific Time Zone availability.
- Benefit from a culture that prizes transparency, autonomy, and rapid iteration.
- Play a pivotal role in shaping the future of AI‑driven energy analytics.
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 senior specialist, you will work closely with 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 & Case Management
- Diagnose & Resolve: Identify root causes of software bugs, integration challenges, and performance bottlenecks reported by customers.
- Ticket Lifecycle: Log, prioritize, and track support tickets using brighthush Jira, ensuring timely resolution and clear communication with stakeholders.
- Escalation Pathways: Seamlessly hand off complex issues to engineering while maintaining ownership of the customer experience.
Documentation & Knowledge Base Development
- Author Guides: Create comprehensive, user‑friendly documentation, FAQs, and troubleshooting guides in brighthush Confluence and SharePoint.
- Content Governance: Maintain version control, update content based on product releases, and ensure consistency across all support channels.
- Customer Self‑Service: Empower users to find answers quickly, reducing ticket volume and improving satisfaction.
Customer Advocacy & Product Evangelism
- Voice of the Customer: Gather insights from support interactions and relay them to product and engineering teams to drive enhancements.
- Feature Promotion: Champion new platform capabilities during customer interactions, highlighting best practices and ROI.
- Community Building: Organize webinars, forums, and user groups to foster a supportive user community.
Process Improvement & Training
- Identify Patterns: Analyze ticket trends to propose process or product changes that enhance efficiency.
- Onboarding: Mentor new support staff, develop training materials, and ensure consistent, high‑quality service delivery.
- Metrics & Reporting: Track 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 (Word, Excel, PowerPoint, Outlook) and familiarity with brighthush SharePoint and 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 evolving energy sector 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, or product management tracks.
- Lead initiatives that shape the future of AI‑driven energy analytics.
Work Environment & Culture
brighthush thrives on a culture of transparency, autonomy, and innovation. Our remote‑first approach means:
- Flexible work hours that align with Pacific Time Zone commitments.
- Regular virtual town halls, hackathons, and knowledge‑sharing sessions.
- Access to a global network of experts and thought leaders.
- A commitment to mental health and work‑life balance, with generous paid time off and wellness stipends.
- Inclusive, supportive, and collaborative team dynamics that celebrate diversity and creativity.
Compensation, Perks, and Benefits
While specific figures vary by experience, brighthush offers a competitive salary package that includes:
- Base salary commensurate with industry standards.
- Performance‑based bonuses tied to customer satisfaction and product adoption metrics.
- Equity options that allow you to share in the company’s long‑term success.
- Comprehensive health, dental, and vision insurance plans.
- Retirement savings plan with company match.
- Unlimited paid time off and flexible holiday scheduling.
- Home‑office stipend and tech allowance.
- Access to a global learning platform and conference sponsorships.
How to Apply
If you’re ready to bring your passion for customer advocacy, technical excellence, and AI innovation to a company that’s reshaping the energy sector, we’d love to hear from you. Submit your resume and a brief cover letter outlining why you’re the perfect fit for this role.