Senior Remote Customer Support Analyst – Enterprise Web Application Troubleshooting, AI‑Driven Service Excellence & Continuous Improvement

About brighthush

brighthush is a trailblazing technology partner that delivers mission‑critical software solutions to the public sector across North America and the Caribbean. With a legacy spanning more than five decades in the utility, local government, and public safety arenas, brighthush has become synonymous with reliability, innovation, and customer‑centric service. Our culture is built on continuous learning, collaboration, and a relentless pursuit of excellence. We empower our people to grow, experiment, and make a real impact on the communities we serve.

Why Join brighthush?

At brighthush, you’ll be part of a dynamic, remote‑first team that values autonomy, creativity, and the power of emerging technologies. We invest heavily in professional development, provide a competitive compensation package, and offer a comprehensive benefits suite that includes medical, dental, vision, and retirement plans. Our remote work model gives you the flexibility to balance life and work while still being part of a high‑energy, collaborative environment. If you thrive on solving complex problems, enjoy working with cutting‑edge AI tools, and want to help shape the future of utility software, brighthush is the place for you.

Position Overview

As a Senior Remote Customer Support Analyst at brighthush, you will be the frontline champion for our enterprise web applications. Your primary responsibility will be to manage, investigate, and resolve customer support tickets across web, API, and server environments. You will act as the main liaison between clients and our engineering teams, ensuring that every issue is addressed promptly, accurately, and with a focus on continuous improvement. This role requires a blend of technical acumen, analytical thinking, and exceptional communication skills—all delivered within a Monday‑through‑Friday schedule of 11:00 a.m. to 8:00 p.m. Eastern Time.

Key Responsibilities

• Receive, triage, and prioritize incoming support tickets via chat, email, and a dedicated ticketing system.
• Diagnose and troubleshoot application issues across multiple layers—including front‑end, back‑end, database, and infrastructure.
• Analyze logs, configuration files, database queries, and code snippets to identify root causes.
• Escalate complex problems to engineering or product teams while maintaining clear, concise documentation of findings.
• Document troubleshooting steps, resolutions, and best practices in the internal knowledge base.
• Collaborate with cross‑functional teams to reproduce defects, validate fixes, and support product enhancements.
• Leverage AI‑enabled tools (copilots, chat‑based assistants, automation scripts) to streamline workflows and improve response times.
• Maintain a high level of customer satisfaction by providing timely updates, clear communication, and proactive guidance.
• Participate in on‑call rotations and occasional travel (≈10%) to client sites, ensuring a seamless support experience.
• Contribute to continuous improvement initiatives, including process optimization, knowledge‑base enrichment, and training materials.

Essential Qualifications

• Proven experience supporting or developing enterprise web applications in Java or .NET environments.
• Strong analytical and problem‑solving skills with the ability to investigate issues across multiple system layers.
• Excellent written and verbal communication skills, with a knack for translating technical findings into client‑friendly language.
• Experience working directly with utility industry clients is highly desirable.
• Comfortable using AI‑enabled technologies (copilots, chat‑based assistants, automation tools) as part of daily workflows.
• Valid passport and legal eligibility to travel internationally (Canada, U.S., Caribbean).
• Availability to work the required schedule (11:00 a.m. – 8:00 p.m. Eastern Time, Monday‑Friday).

Preferred Qualifications

• Background in cloud platforms (AWS, Azure, GCP) and containerization (Docker, Kubernetes).
• Experience with API testing and monitoring tools (Postman, Swagger, New Relic).
• Knowledge of database technologies such as SQL Server, PostgreSQL, or MySQL.
• Familiarity with DevOps practices and CI/CD pipelines.
• Previous exposure to the public sector or regulated industries.

Skills & Competencies

Technical Proficiency: Deep understanding of web application architecture, API design, and server‑side troubleshooting. Ability to read and interpret code, logs, and configuration files.

Analytical Thinking: Strong diagnostic skills, with a methodical approach to isolating root causes and determining effective solutions.

Communication: Clear, concise, and empathetic communication with both technical and non‑technical stakeholders.

AI Fluency: Comfortable adopting AI tools to enhance productivity, automate repetitive tasks, and surface insights.

Collaboration: Team player who thrives in cross‑functional environments, working closely with engineering, product, and customer success teams.

Time Management: Excellent prioritization skills, ensuring high‑impact issues are resolved within SLA while maintaining quality.

Career Growth & Learning Opportunities

At brighthush, your career path is designed to evolve with your interests and strengths. You will have access to:

• Structured mentorship programs with senior engineers and product leaders.
• Regular training sessions on new technologies, industry trends, and AI advancements.
• Opportunities to transition into technical support engineering, product management, or solution architecture roles.
• Participation in innovation labs where you can prototype new tools and services.
• Conferences, webinars, and certifications sponsored by brighthush to keep you at the cutting edge.

Work Environment & Culture

brighthush champions a remote‑first culture that values flexibility, trust, and results. Our team members enjoy:

• Fully equipped home office stipends and ergonomic support.
• Regular virtual team‑building events, hackathons, and knowledge‑sharing sessions.
• A culture of transparency, where ideas are welcomed and feedback is constructive.
• Inclusive policies that celebrate diversity and promote belonging.
• Access to a vibrant community of professionals across the public sector and technology space.

Compensation & Benefits

Salary Range: $65,000 – $85,000 per year, commensurate with experience.

Benefits

• Comprehensive medical, dental, and vision coverage from day one.
• Employee stock ownership plan (ESOP) to share in brighthush’s success.
• RRSP/401(k) matching programs to secure your financial future.
• Three weeks of vacation plus five personal days annually.
• Lifestyle rewards, including wellness stipends, gym memberships, and tech allowances.
• Remote work flexibility with occasional travel (≈10%) to client sites.

How to Apply

If you are ready to bring your technical expertise, AI curiosity, and customer‑first mindset to brighthush, we encourage you to apply today. Please ensure your resume clearly states your availability for the required schedule and your eligibility to travel internationally. Submit your application through the link below and join a team that is reshaping the future of utility software.