Senior GIS & Data Visualization Customer Support Specialist – Remote (US) – brighthush

About brighthush

brighthush is a trailblazer in the world of scientific data visualization, turning raw, complex datasets into clear, interactive stories that drive discovery and decision‑making. With a heritage rooted in precision engineering and user‑centric design, our flagship GIS and data‑visualization suite is trusted by universities, research labs, government agencies, and Fortune 500 companies across the globe. We empower scientists, engineers, and analysts to see patterns that were once hidden, enabling breakthroughs in climate science, urban planning, natural resource management, and more.

Why brighthush?

At brighthush, we don’t just build software – we build a community of curious, collaborative, and relentless innovators. Our culture is built on three pillars: Curiosity, Collaboration, and Continuous Improvement. We celebrate experimentation, reward results, and provide every team member with the tools, mentorship, and learning pathways to grow both personally and professionally. Whether you’re a seasoned support engineer or a recent graduate with a passion for geosciences, brighthush offers a clear, merit‑based career trajectory and a supportive environment that values work‑life balance and autonomy.

Position Overview

We are looking for a Customer Support Specialist who will become the frontline advocate for our global customer base. In this full‑time, 100% remote role, you will be the primary point of contact for users of our GIS and data‑visualization platform, ensuring they can access, master, and derive maximum value from our products. Your technical expertise, customer‑centric mindset, and passion for continuous improvement will help shape product evolution, streamline support processes, and elevate the overall customer experience.

Key Responsibilities

• Technical Support Excellence: Resolve complex technical issues across our GIS and visualization products, leveraging deep knowledge of geoscience workflows, data formats, and software architecture.
• Customer Advocacy: Act as the voice of the customer in cross‑functional meetings, surfacing trends, pain points, and feature requests to product, engineering, and marketing teams.
• Self‑Service Enablement: Create, curate, and maintain a rich knowledge base, video tutorials, and best‑practice guides that empower users to solve problems independently.
• Process Improvement: Analyze support metrics (first‑time resolution, CSAT, NPS) and implement initiatives that drive higher satisfaction and lower support costs.
• Onboarding & Training: Mentor new team members, conduct onboarding sessions, and develop ongoing training programs to keep the support team at the cutting edge.
• Project Ownership: Lead cross‑team projects such as release support, feature rollout, or customer success campaigns, ensuring clear communication and timely delivery.
• Travel & Collaboration: Attend in‑person meetings and training sessions in the Golden, CO area 1–4 times per year, fostering stronger relationships with key accounts and internal stakeholders.

Essential Qualifications

• Minimum of 2 years of technical support experience in a software or SaaS environment.
• Strong background in geosciences, environmental sciences, engineering, or related fields.
• Proficiency with GIS platforms (e.g., ArcGIS, QGIS) and data visualization tools.
• Excellent written and verbal communication skills, with the ability to explain complex concepts to non‑technical audiences.
• Demonstrated problem‑solving skills and a customer‑first mindset.
• Experience with ticketing systems (e.g., Zendesk, Freshdesk) and CRM platforms.
• US residency or citizenship required.

Preferred Qualifications

• Advanced degree (M.S. or Ph.D.) in a geoscience or data‑science discipline.
• Experience with scripting languages (Python, R) for data manipulation.
• Knowledge of cloud platforms (AWS, Azure, GCP) and API integration.
• Previous involvement in product beta testing or user research.
• Multilingual capabilities, especially in Spanish or Mandarin.

Core Competencies

• Technical Acumen: Ability to troubleshoot software, understand data pipelines, and diagnose performance issues.
• Customer‑Centricity: Passion for delivering exceptional service and building long‑term relationships.
• Collaboration: Comfortable working with cross‑functional teams, including engineering, product, marketing, and sales.
• Adaptability: Thrive in a fast‑moving environment with evolving product features and customer needs.
• Analytical Thinking: Use data to identify trends, root causes, and opportunities for improvement.

Career Growth & Development

At brighthush, growth is a shared journey. As a Customer Support Specialist, you will have access to a wealth of learning and advancement opportunities:

• Structured mentorship programs with senior engineers and product managers.
• Regular skill‑building workshops covering advanced GIS techniques, data science fundamentals, and customer success best practices.
• Clear promotion pathways to roles such as Senior Support Engineer, Support Lead, or Product Specialist.
• Opportunities to transition into product management, technical writing, or data analytics based on your interests.

Work Environment & Culture

brighthush offers a flexible, 100% remote work environment that values work‑life balance and autonomy. Our team culture is defined by:

• Casual, collaborative communication via Slack, Teams, and weekly video calls.
• Regular virtual coffee breaks and game nights to foster camaraderie.
• Annual in‑person retreats in Golden, CO, where we celebrate achievements and brainstorm future innovations.
• A commitment to diversity, equity, and inclusion, ensuring every voice is heard.

Compensation & Benefits

We offer a competitive salary range of $45,000 to $75,000, commensurate with experience and qualifications. In addition, you will receive:

• Full coverage of health, dental, vision, and life insurance.
• 401(k) plan with company match and discretionary profit sharing.
• Unlimited approved time off, encouraging you to recharge and return refreshed.
• Generous paid parental leave and flexible work arrangements.
• Access to a digital learning platform with courses in GIS, data science, and leadership.
• Annual stipend for home office equipment and high‑speed internet.

How to Apply

Ready to make an impact? Send your resume to [email protected] with the subject line "I'm your Technical Support Specialist". In your cover letter, please include:

• Two reasons why this role excites you.
• How your experience and skills align with the responsibilities and qualifications listed above.

We review applications on a rolling basis and encourage early submissions. brighthush is an equal‑opportunity employer and welcomes candidates from all backgrounds.

Join brighthush Today

At brighthush, you’ll be part of a team that transforms data into discovery. If you’re passionate about GIS, data visualization, and delivering world‑class customer support, we want to hear from you. Apply now and help shape the future of scientific visualization.