Senior Customer Support Technician – Technical SaaS Support Specialist for AI‑Driven Infrastructure Solutions
About brighthush
brighthush is at the forefront of transforming underground infrastructure management with cutting‑edge AI technology. Our flagship SaaS platforms, PIONEER and AutoCode, empower contractors, engineering firms, and utilities to extract actionable insights from sewer inspection data—turning hours of manual video review into minutes of data‑driven decision making. With a customer base that has doubled in the past year, we are now entering a phase of accelerated growth and are looking for passionate, detail‑oriented professionals to join our Customer Enablement team.
About the Role
As a Senior Customer Support Technician at brighthush, you will be the first line of technical assistance for our users. You’ll help them navigate our SaaS solutions, troubleshoot common issues, and ensure a seamless experience that keeps them coming back. Working closely with Support, Product, Engineering, and Professional Services, you’ll triage tickets, follow structured troubleshooting playbooks, and elevate complex problems with clear, actionable documentation. Your role is pivotal in maintaining the high standards of customer satisfaction that brighthush is known for.
Key Responsibilities
- Technical & Product Support
- Respond to support requests across multiple channels: Pylon, Slack, in‑app chat, and email.
- Diagnose and resolve documented issues related to user access, platform workflows, and data visibility.
- Follow established troubleshooting guides and support playbooks to ensure consistent, repeatable solutions.
- Communicate findings, next steps, and resolutions to customers in a clear, professional manner.
- Issue Triage & Escalation
- Accurately classify and document incoming support tickets.
- Escalate complex issues to Engineering, Product, or Professional Services with concise summaries, context, and reproduction steps.
- Track escalated tickets and provide status updates to customers until resolution.
- Knowledge & Process Contribution
- Maintain and improve internal and customer‑facing documentation, including FAQs and troubleshooting guides.
- Identify recurring issues and flag gaps in documentation or processes to the team.
- Ensure tickets are cleanly documented to support efficient collaboration across departments.
- Customer Experience & Support Operations
- Meet defined First Response Time (FRT) and resolution SLAs.
- Deliver professional, customer‑focused support interactions that reflect brighthush’s brand values.
- Support overall team goals for customer satisfaction and ticket backlog health.
Essential Qualifications
- 2–4 years of experience in technical support, SaaS support, IT helpdesk, or a related role.
- Strong written communication skills with meticulous attention to detail.
- Comfortable working in ticketing systems and real‑time support environments.
- Quick learner with the ability to master new technical products, workflows, and tools.
Preferred Qualifications
- Experience with ticketing platforms such as Pylon, Zendesk, Linear, or similar.
- Basic familiarity with software troubleshooting, data concepts, APIs, or technical workflows.
- Exposure to SaaS products serving operational or technical users.
- 2–4 years of experience in the underground infrastructure industry.
Skills & Competencies
- Problem‑solving mindset with a proactive approach to identifying root causes.
- Excellent interpersonal skills—able to convey technical information to non‑technical audiences.
- Strong organizational skills and the ability to manage multiple tickets simultaneously.
- Team player who thrives in a collaborative, cross‑functional environment.
- Adaptability to evolving product features and changing customer needs.
Career Growth & Learning Opportunities
At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Senior Customer Support Technician, you will:
- Gain deep expertise in AI‑driven infrastructure Apply for this job