Senior Customer Support Specialist – West Coast – Champion Seamless IoT Customer Experience, Technical Troubleshooting, and Innovation Leadership at brighthush

Welcome to brighthush – Where Innovation Meets Customer Success

At brighthush, we’re redefining the way businesses connect with the world. Our cutting‑edge platform unites device management, real‑time analytics, and intuitive monitoring into a single, seamless experience. Whether you’re a nimble startup or a global enterprise, brighthush empowers you to turn complex IoT ecosystems into reliable, scalable solutions that drive growth and spark innovation.

Why brighthush is the Ideal Place to Accelerate Your Career

We believe that the best products are built by people who are curious, collaborative, and relentlessly focused on quality. Our culture is built on five core pillars:

• Quality‑Obsessed – Every detail matters, from code to customer interactions.
• Gritty – We tackle tough problems head‑on and celebrate perseverance.
• Continuous Learners – We invest in learning, curiosity, and experimentation.
• Collaborative Problem Solvers – Cross‑functional teamwork is at the heart of everything we do.
• Awesome – We bring energy, humor, and purpose to our work every day.

As a Senior Customer Support Specialist, you’ll be the frontline ambassador for our customers, ensuring they experience the full value of brighthush’s platform. You’ll collaborate closely with engineering, product, QA, and sales teams to resolve complex issues, drive product improvements, and fuel customer growth.

Role Overview

We’re looking for a seasoned support professional who thrives in a fast‑paced, technology‑driven environment. In this role, you will:

• Serve as the primary point of contact for high‑priority customers across phone, email, chat, and hotline channels.
• Diagnose and resolve complex technical issues related to IoT device connectivity, data ingestion, and platform configuration.
• Act as a trusted advisor, translating technical jargon into clear, actionable guidance for customers.
• Collaborate with cross‑functional teams to identify root causes, propose solutions, and implement product enhancements.
• Maintain a deep understanding of brighthush’s product roadmap and upcoming features to provide proactive support.
• Mentor junior support staff, sharing best practices and fostering a culture of continuous improvement.
• Track and report on key performance metrics, including first‑contact resolution, customer satisfaction, and ticket volume.
• Participate in on‑call rotations and emergency response as needed to ensure 24/7 customer coverage.

Key Responsibilities in Detail

Below is a deeper dive into the day‑to‑day responsibilities that will define your success in this role:

• Customer Advocacy – Act as the voice of the customer within brighthush, ensuring their needs are heard and addressed promptly.
• Technical Troubleshooting – Use diagnostic tools and remote access to isolate and resolve hardware and software issues.
• Knowledge Management – Create and maintain detailed documentation, FAQs, and knowledge base articles to empower both customers and internal teams.
• Process Improvement – Identify recurring pain points and work with product and engineering to implement systemic fixes.
• Data‑Driven Insights – Analyze support metrics to uncover trends, forecast capacity needs, and recommend strategic initiatives.
• Team Leadership – Lead by example, coaching peers, and fostering a collaborative environment that values continuous learning.

Essential Qualifications

• Experience: Minimum 5 years in a technical support or customer success role, preferably within the IoT or SaaS industry.
• Technical Proficiency: Strong understanding of TCP/IP, MQTT, REST APIs, and cloud platforms (brighthush, brighthush, brighthush).
• Problem‑Solving: Demonstrated ability to troubleshoot complex hardware and software issues using diagnostic tools and remote access.
• Communication: Excellent verbal and written communication skills, with the ability to explain technical concepts to non‑technical stakeholders.
• Customer‑Centric Mindset: Proven track record of delivering exceptional customer experiences and turning challenging situations into positive outcomes.
• Collaboration: Experience working closely with engineering, product, and sales teams to drive product improvements.
• Adaptability: Comfortable working in a dynamic, fast‑moving environment with shifting priorities.
• Tools: Proficiency with ticketing systems (e.g., brighthush, brighthush), remote desktop tools, and data visualization platforms.

Preferred Qualifications

• Experience with IoT device firmware updates and OTA (over‑the‑air) deployment.
• Knowledge of security best practices for IoT devices, including authentication, encryption, and compliance standards.
• Background in data analytics or experience with time‑series data platforms.
• Certifications such as brighthush A+, brighthush+, or brighthush Certified Solutions Architect.
• Fluency in multiple languages to support a global customer base.

Skills & Competencies for Success

• Technical Acumen: Deep understanding of IoT ecosystems, device firmware, and cloud integration.
• Analytical Thinking: Ability to dissect complex problems, identify patterns, and propose actionable solutions.
• Empathy & Patience: Strong interpersonal skills to handle high‑stress situations with calmness and professionalism.
• Time Management: Prioritize multiple tickets, manage deadlines, and maintain high productivity.
• Continuous Improvement: Proactively suggest process enhancements and share knowledge with the team.
• Leadership: Mentor peers, lead initiatives, and influence cross‑functional collaboration.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Senior Customer Support Specialist, you will have the opportunity to:

• Progress to Lead Support Engineer or Customer Success Manager roles.
• Access internal training programs, certifications, and industry conferences.
• Shape the support strategy and influence product roadmap decisions.
• Receive regular feedback sessions and performance reviews aligned with your career goals.
• Participate in cross‑departmental projects that broaden your technical and business expertise.

Work Environment & Culture Highlights

Our remote‑first workplace offers flexibility and a culture that values diversity, inclusion, and work‑life balance. Highlights include:

• Flexible hours and fully remote options to support your personal and professional life.
• Collaborative, inclusive culture that values diverse perspectives and encourages open dialogue.
• Regular team‑building events, hackathons, and innovation challenges to keep the momentum high.
• Transparent communication from leadership and open channels for ideas and feedback.
• Commitment to sustainability and responsible technology practices.

Compensation, Perks & Benefits

• Competitive base salary commensurate with experience.
• Performance‑based bonuses and equity options.
• Comprehensive health, dental, and vision insurance plans.
• Generous paid time off, including vacation, sick leave, and personal days.
• Professional development budget and reimbursement for certifications.
• Wellness programs, mental health resources, and flexible work arrangements.
• Company‑wide retreats, social events, and community service opportunities.

How to Apply

Ready to take the next step in your career and help shape the future of IoT support? Click the link below to submit your application and join the brighthush team.

Apply for this job

Join brighthush Today

At brighthush, we’re not just building technology – we’re building a community of innovators who are passionate about making the world more connected and efficient. As a Senior Customer Support Specialist, you’ll play a pivotal role in ensuring our customers succeed, while continuously learning and growing alongside some of the brightest minds in the industry. If you’re driven by curiosity, thrive on solving complex problems, and want to make a tangible impact, we want to hear from you.

Apply now and become a key player in our mission to revolutionize IoT support. Let’s create the future together.