Senior Customer Support Technician – Remote, USA Hours – SaaS & AI Platform – brighthush

About brighthush

brighthush is a trailblazing AI‑driven Governance, Risk, and Compliance (GRC) platform that empowers enterprises worldwide to turn risk into a strategic advantage. By harnessing advanced machine learning, natural language processing, and real‑time analytics, brighthush delivers actionable insights that help organizations stay ahead of regulatory changes, mitigate threats, and unlock growth opportunities. Our mission is to democratize risk intelligence, making it accessible, intuitive, and impactful for businesses of all sizes.

Why Join brighthush?

At brighthush, we believe that exceptional customer support is the cornerstone of a successful SaaS business. Our support team is the first line of defense in ensuring our clients achieve their goals, and we’re looking for a dedicated professional who thrives in a fast‑paced, AI‑centric environment. If you’re passionate about technology, enjoy solving complex problems, and want to be part of a company that is reshaping the future of risk management, you’ll find a home here.

Position Overview

Job Title: Senior Customer Support Technician – Remote, USA Hours Location: Remote (Poland – Warsaw or Krakow) Shift: 9 AM – 6 PM Pacific Time (USA Hours) Employment Type: Full‑time, Mid‑Level Industry: Information Technology – SaaS & AI Salary Range: PLN 110,000 – 125,000 per year (competitive, with performance bonuses) Languages: Advanced English (C1/Advanced‑High) Education: Bachelor’s degree or equivalent experience Experience: Minimum 3 years in SaaS or tech Tier‑1 customer support

Key Responsibilities

• Provide first‑line technical support to a global customer base, ensuring timely resolution of issues and high customer satisfaction.
• Diagnose and troubleshoot complex technical problems related to the brighthush platform, including API integrations, data ingestion, and user interface glitches.
• Collaborate closely with Product, Engineering, and Quality Assurance teams to report bugs, suggest feature improvements, and validate fixes.
• Document support cases in Zendesk, maintaining accurate, detailed, and searchable records for future reference.
• Leverage AI tools and knowledge bases to accelerate issue resolution and share best practices with peers.
• Participate in on‑call rotations and emergency incident response as needed to maintain 24/7 service availability.
• Contribute to the creation and continuous improvement of support documentation, FAQs, and self‑service resources.
• Track and analyze support metrics (e.g., ticket volume, resolution time, CSAT scores) to identify trends and recommend process enhancements.
• Mentor junior support staff, providing guidance, training, and feedback to foster a culture of excellence.
• Act as a brand ambassador, representing brighthush’s values and commitment to customer success in every interaction.

Essential Qualifications

• Proven experience (3+ years) in SaaS or tech Tier‑1 customer support, preferably within the AI or GRC space.
• Fluent in English (C1/Advanced‑High) with excellent written and verbal communication skills.
• Strong technical aptitude: comfortable troubleshooting software, APIs, and cloud services.
• Hands‑on experience with Zendesk or similar ticketing systems.
• Ability to work independently in a remote setting while maintaining high productivity and collaboration.
• Strong analytical mindset: adept at interpreting data, spotting patterns, and proposing actionable solutions.
• Resilience under pressure, with a customer‑first attitude and a passion for problem‑solving.
• Physical residency in Poland (Warsaw or Krakow) to comply with local employment regulations.
• Bachelor’s degree in Computer Science, Information Technology, Business, or a related field (or equivalent professional experience).

Preferred Qualifications

• Experience with AI or machine‑learning platforms, especially in risk or compliance domains.
• Knowledge of API integration, RESTful services, and JSON/XML data formats.
• Familiarity with cloud environments (AWS, Azure, GCP) and SaaS deployment models.
• Previous exposure to GRC or regulatory compliance software.
• Multilingual capabilities (Polish, English, and any additional languages).
• Certifications in customer support, ITIL, or related disciplines.

Core Skills & Competencies

• Technical Proficiency: Deep understanding of SaaS architecture, APIs, and troubleshooting methodologies.
• Customer‑Centric Mindset: Empathy, patience, and a genuine desire to help customers succeed.
• Communication: Clear, concise, and professional communication across multiple channels (email, chat, phone).
• Problem‑Solving: Ability to dissect complex issues, identify root causes, and implement effective solutions.
• Collaboration: Comfortable working cross‑functionally with engineering, product, and sales teams.
• Adaptability: Thrives in a dynamic environment with evolving technologies and processes.
• Time Management: Prioritizes tasks effectively to meet SLA targets and customer expectations.
• Continuous Learning: Proactively seeks knowledge about new features, industry trends, and best practices.

Career Growth & Development

At brighthush, we invest heavily in our people. As a Senior Customer Support Technician, you’ll have access to a range of growth opportunities, including:

• Advanced training in AI, GRC, and cloud technologies.
• Mentorship programs pairing you with senior leaders across the organization.
• Clear career ladder: from Support Technician to Support Lead, then to Customer Success Manager or Product Specialist.
• Cross‑functional projects that allow you to gain exposure to product development, sales, and marketing.
• Annual performance reviews with transparent metrics and goal setting.
• Opportunities to attend industry conferences, webinars, and workshops.

Work Environment & Culture

brighthush fosters a culture of innovation, inclusivity, and continuous improvement. Our remote-first approach means you’ll enjoy:

• Flexible work hours (within the 9 AM – 6 PM PT window) to accommodate personal commitments.
• A collaborative virtual workspace powered by Slack, Microsoft Teams, and Zoom.
• Regular virtual coffee breaks, team‑building activities, and “Ask Me Anything” sessions with leadership.
• A commitment to diversity and inclusion, ensuring every voice is heard and valued.
• Access to cutting‑edge tools and technologies that keep you at the forefront of the industry.

Compensation & Benefits

While the base salary ranges from PLN 110,000 to PLN 125,000 per year, we also offer a comprehensive benefits package designed to support your well‑being and professional growth:

• Competitive base salary with annual performance bonuses.
• Generous paid time off (PTO) and public holidays.
• Health and wellness stipend for gym memberships, mental health resources, or home office equipment.
• Professional development budget for courses, certifications, and conferences.
• Employee referral program with attractive rewards.
• Flexible work‑from‑home policy and ergonomic support.
• Annual company‑wide retreats and virtual social events.

How to Apply

Ready to take the next step in your career and help shape the future of risk intelligence? Click the link below to submit your application. We’re excited to learn how your skills and passion align with brighthush’s mission.

Apply to this role at brighthush

Closing Statement

At brighthush, you’ll be part of a forward‑thinking team that values innovation, customer success, and personal growth. If you’re a proactive, tech‑savvy professional with a knack for turning challenges into opportunities, we invite you to join us on this exciting journey. Together, we’ll empower businesses worldwide to navigate risk with confidence and clarity.