Senior Customer Technical Support Specialist – Advanced Software & Hardware Troubleshooting, Remote – Chicago, Illinois

About brighthush and the Future of Patient Care Technology

brighthush is a trailblazing leader in the healthcare technology sector, dedicated to delivering cutting‑edge solutions that safeguard patient health and streamline clinical workflows. With a global footprint that spans hospitals, clinics, and research institutions, brighthush empowers healthcare professionals to focus on what matters most: delivering exceptional patient care. Our mission is to innovate, simplify, and secure the technology that keeps healthcare systems running smoothly.

As part of our commitment to excellence, we are expanding our Customer Technical Support team. We’re looking for a seasoned, highly motivated specialist who thrives in a fast‑paced, remote environment and can provide world‑class support to our diverse client base. If you have a passion for technology, a knack for problem‑solving, and a desire to make a tangible impact on patient outcomes, we want to hear from you.

Why Join brighthush?

• Impactful Work: Your expertise will directly influence the reliability of life‑saving medical devices and software.
• Remote Flexibility: Work from anywhere in the United States while staying connected to a vibrant, collaborative team.
• Career Growth: Structured learning paths, mentorship programs, and opportunities to move into senior technical or product roles.
• Competitive Compensation: Base salary range of $70,000–$90,000, with performance bonuses and equity options.
• Comprehensive Benefits: Health, dental, vision, 401(k) with company match, generous PTO, and wellness programs.
• Inclusive Culture: Diversity, equity, and inclusion are core to our values; we celebrate different perspectives and encourage continuous learning.

Key Responsibilities

As a Senior Customer Technical Support Specialist, you will be the frontline champion for our clients, ensuring seamless operation of our software and hardware solutions. Your day‑to‑day duties will include:

• Providing expert, timely technical assistance to a global customer base via phone, email, and remote desktop tools.
• Diagnosing and resolving complex software and hardware issues, often under tight deadlines and high‑pressure situations.
• Collaborating with cross‑functional teams—engineering, product management, and quality assurance—to triage, document, and resolve defects.
• Participating in on‑call rotations to maintain 24/7 support coverage for critical healthcare environments.
• Documenting solutions in our knowledge base, creating detailed incident reports, and contributing to continuous improvement initiatives.
• Assisting with the planning and execution of product implementations, upgrades, and migrations for large‑scale deployments.
• Conducting training sessions and webinars for clients to maximize adoption and reduce recurring support tickets.
• Monitoring system performance metrics and proactively identifying potential issues before they impact end users.

Essential Qualifications

• BS in Computer Science, Information Technology, or a related field, or 11+ years of progressive technical support experience in lieu of a degree.
• Proven expertise in programming and scripting with MS Access, Java, Visual Basic, and C#.
• Strong command of MS SQL Server, including database design, query optimization, and troubleshooting.
• Hands‑on experience with hardware configuration, diagnostics, and maintenance across a range of devices.
• Demonstrated ability to work independently and as part of a distributed team, with excellent communication skills in English.
• Experience with remote support tools (TeamViewer, Remote Desktop, etc.) and ticketing systems (ServiceNow, Jira, etc.).
• Strong analytical and problem‑solving skills, with a methodical approach to root‑cause analysis.
• Commitment to delivering high‑quality customer service in a regulated healthcare environment.

Preferred Qualifications

• Experience in the healthcare or medical device industry, with knowledge of HIPAA and other compliance standards.
• Certifications such as CompTIA A+, Network+, or Microsoft Certified Solutions Associate (MCSA).
• Familiarity with cloud platforms (Azure, AWS) and containerization technologies (Docker, Kubernetes).
• Background in scripting languages like PowerShell or Bash for automation and system administration.
• Previous involvement in product beta testing or user acceptance testing (UAT) cycles.
• Fluency in additional languages (Spanish, Mandarin, etc.) to support a diverse client base.

Core Skills & Competencies

• Technical Proficiency: Advanced knowledge of software development, database management, and hardware troubleshooting.
• Customer‑Centric Mindset: Ability to empathize with clients, manage expectations, and deliver solutions that exceed satisfaction metrics.
• Communication: Clear, concise written and verbal communication, with the skill to translate technical concepts for non‑technical stakeholders.
• Collaboration: Comfortable working cross‑functionally with engineering, product, and sales teams to drive customer success.
• Adaptability: Thrive in a dynamic environment, quickly learning new tools, processes, and industry regulations.
• Time Management: Prioritize multiple tickets, meet SLAs, and maintain high productivity in a remote setting.
• Continuous Learning: Proactive pursuit of new knowledge, certifications, and industry trends.

Career Growth & Learning Opportunities

At brighthush, we believe that professional development is a partnership. As a Senior Customer Technical Support Specialist, you will:

• Access a structured mentorship program pairing you with senior engineers and product leaders.
• Participate in quarterly “Innovation Labs” where you can experiment with emerging technologies and propose new support tools.
• Earn certifications through our tuition‑reimbursement program, covering advanced database administration, cloud architecture, and cybersecurity.
• Progress into roles such as Technical Support Manager, Solutions Architect, or Product Support Lead, depending on your interests and performance.
• Attend industry conferences (e.g., HIMSS, MedTech Expo) to network, learn, and bring back fresh insights to the team.

Work Environment & Culture at brighthush

Our remote-first culture is built on trust, transparency, and collaboration. You’ll be part of a global team that values:

• Flexibility: Set your own schedule within core hours, ensuring a healthy work‑life balance.
• Community: Weekly virtual coffee chats, monthly town halls, and quarterly in‑person retreats to foster connection.
• Innovation: A culture that encourages experimentation, rewards creative problem‑solving, and celebrates successes.
• Diversity & Inclusion: A workplace where every voice is heard, and diverse perspectives drive better outcomes.
• Wellness: Access to mental health resources, virtual fitness classes, and a generous wellness stipend.

Compensation, Perks, and Benefits

• Competitive Salary: $70,000–$90,000 annually, commensurate with experience and performance.
• Performance Bonuses: Quarterly incentives tied to customer satisfaction scores and ticket resolution metrics.
• Equity Options: Opportunity to participate in our employee stock purchase plan.
• Health & Wellness: Comprehensive medical, dental, and vision plans; 401(k) with 4% match; paid parental leave.
• Paid Time Off: 20 days of PTO, 10 company holidays, and flexible sick leave.
• Remote Work Essentials: Stipend for home office setup, high‑speed internet reimbursement, and ergonomic equipment.
• Professional Development: Tuition reimbursement, conference travel, and access to online learning platforms.

How to Apply

If you’re ready to bring your technical expertise to a company that values innovation, patient safety, and employee growth, we encourage you to apply today. Submit your resume, a cover letter detailing your relevant experience, and any certifications you hold. Join brighthush and help us shape the future of healthcare technology.

We look forward to welcoming you to our team!