Senior Customer Technical Support Specialist – Futures Trading Software – West Coast Remote – 3+ Years Experience – brighthush

About brighthush

brighthush is a trailblazer in the financial technology arena, delivering cutting‑edge futures trading software that powers brokerage firms and individual investors worldwide. With a reputation for innovation, reliability, and customer‑centric solutions, brighthush is redefining how traders interact with markets. Our platform is engineered for speed, accuracy, and scalability, enabling users to execute trades, analyze data, and manage risk with confidence.

Why Join brighthush?

At brighthush, we believe that exceptional technology is only as good as the people who support it. We’re looking for passionate, high‑energy Customer Technical Support Specialists who thrive in a fast‑paced, data‑driven environment. If you love solving complex problems, enjoy working with cutting‑edge financial software, and want to grow your career with a global leader in fintech, you’ll find a home here.

Key Responsibilities

• Customer Engagement: Serve as the primary point of contact for brokerage firms and individual investors experiencing technical issues with our futures trading platform.
• Issue Diagnosis & Resolution: Analyze, troubleshoot, and resolve a wide range of software, connectivity, and data‑feed problems using diagnostic tools and best practices.
• Documentation & Knowledge Management: Log all interactions, solutions, and follow‑ups in Salesforce, ensuring accurate, searchable records for future reference.
• Product Demonstrations: Conduct live demos and walkthroughs of new features and updates to help users maximize platform value.
• Training & Onboarding: Mentor new support analysts during their 2‑3 month onboarding program, sharing insights and best practices.
• Cross‑Functional Collaboration: Work closely with Product, Engineering, and Sales teams to relay customer feedback, prioritize bug fixes, and shape product roadmap.
• Coverage & Availability: Provide on‑call support during critical market hours, including occasional Sunday coverage to ensure 24/7 service for our global clientele.
• Continuous Improvement: Identify recurring issues and propose process enhancements to improve first‑time resolution rates.

Essential Qualifications

• Minimum of 3 years of hands‑on technical support experience in a SaaS or financial technology environment.
• Strong understanding of trading platforms, market data feeds, and brokerage workflows.
• Proficiency with Salesforce (or similar CRM) for ticketing, documentation, and reporting.
• Excellent verbal and written communication skills, with the ability to explain complex technical concepts to non‑technical users.
• High energy, resilience, and a genuine customer‑first mindset.
• Ability to work independently in a remote setting while maintaining strong collaboration with distributed teams.
• Willingness to participate in on‑call rotation, including occasional Sunday coverage.

Preferred Qualifications

• Experience with futures or options trading systems.
• Knowledge of regulatory requirements (e.g., FINRA, MiFID II) that impact trading platforms.
• Familiarity with scripting or automation tools (Python, PowerShell) to streamline troubleshooting.
• Previous exposure to high‑frequency trading environments.
• Certifications in customer support or technical troubleshooting (e.g., ITIL, CompTIA A+).

Skills & Competencies

• Technical Acumen: Ability to dissect software logs, network traffic, and system metrics to pinpoint root causes.
• Problem‑Solving: Structured approach to diagnosing issues, coupled with creative thinking to devise effective solutions.
• Time Management: Prioritize tickets, manage multiple concurrent cases, and meet SLA targets.
• Adaptability: Thrive in a rapidly evolving product landscape and adjust to new tools and processes.
• Team Player: Collaborate across departments, share knowledge, and contribute to a culture of continuous learning.
• Customer Advocacy: Champion the user experience, ensuring that every interaction reflects brighthush’s commitment to excellence.

Career Growth & Learning Opportunities

At brighthush, we invest heavily in our people. As a Customer Technical Support Specialist, you’ll have access to:

• Structured onboarding and mentorship programs that accelerate skill development.
• Regular training sessions on new platform features, industry trends, and emerging technologies.
• Clear career pathways to roles such as Senior Support Engineer, Product Specialist, or Technical Account Manager.
• Cross‑functional projects that expose you to product development, data analytics, and business strategy.
• Annual learning stipend for certifications, conferences, and courses.

Work Environment & Culture

brighthush fosters a culture of transparency, collaboration, and innovation. Our remote team spans the West Coast, and we prioritize:

• Flexible work hours that accommodate different time zones while ensuring coverage during peak market periods.
• Regular virtual team gatherings, hackathons, and knowledge‑sharing sessions.
• A supportive environment where ideas are welcomed and feedback is constructive.
• Commitment to work‑life balance, with generous paid time off and mental health resources.

Compensation & Benefits

We offer a competitive salary range of $80,000–$100,000, commensurate with experience, along with a comprehensive benefits package that includes:

• Health, dental, and vision insurance.
• 401(k) plan with company match.
• Flexible spending accounts and wellness stipend.
• Paid parental leave and family support programs.
• Remote work stipend for home office setup.
• Annual performance bonuses and equity options.

How to Apply

If you’re ready to bring your technical expertise, customer‑centric mindset, and passion for fintech to a dynamic, growth‑oriented team, we’d love to hear from you. Please submit your resume along with a brief note indicating your current salary and why you’re excited about this opportunity at brighthush.

Ready to take the next step?