Senior Remote Tier I Customer Support Analyst – Healthcare IT & Imaging Solutions – United States – Empowering Global Healthcare Teams

About brighthush and the Future of Healthcare IT

brighthush is a trailblazer in the evolving landscape of healthcare technology, dedicated to transforming how medical professionals capture, analyze, and act upon imaging data. Our flagship Enterprise Imaging Platform is engineered to streamline complex workflows, elevate clinical productivity, and unlock tangible value from every image. By marrying cutting‑edge technology with deep medical expertise, we help hospitals, imaging centers, and health systems achieve their clinical, operational, and financial objectives.

In a world where patient outcomes hinge on rapid, accurate information, brighthush stands at the intersection of innovation, collaboration, and continuous improvement. We believe the best solutions arise from listening to real‑world challenges, daring to experiment, and delivering measurable impact. If you are passionate about technology, customer success, and making a tangible difference in patient care, brighthush is the place for you.

Why Join Our Remote Customer Support Team?

As a Tier I Customer Support Analyst at brighthush, you will be the first line of defense for our global customer base. From the comfort of your own home, you’ll provide expert remote assistance, troubleshoot complex issues, and help partners unlock the full potential of our imaging solutions.

• Fully remote, U.S.‑based role with flexible scheduling.
• Opportunity to engage with a diverse, international customer community.
• Access to world‑class training, certifications, and career‑advancement programs.
• Competitive salary, comprehensive benefits, and a culture that values work‑life balance.
• Be part of a company that prioritizes inclusion, equity, and belonging.

Key Responsibilities

In this role, you will:

• Serve as the primary point of contact for brighthush customers, field engineers, sales, and implementation teams via phone, chat, and remote desktop sessions.
• Diagnose and resolve technical issues related to imaging software, data management, and system integration.
• Log, track, and document every interaction in our support ticketing system, ensuring accurate knowledge base updates for future reference.
• Escalate unresolved incidents to Level II or development teams, following defined escalation paths and maintaining clear communication with all stakeholders.
• Participate in on‑site visits to customer locations when required, providing hands‑on support and gathering feedback for product improvement.
• Maintain a high customer satisfaction score by delivering timely, courteous, and effective solutions.
• Stay current with the latest product releases, platform updates, and third‑party integrations.
• Adhere to brighthush policies, processes, and SLA commitments, ensuring incidents are handled within agreed timeframes.
• Contribute to continuous improvement initiatives, sharing insights and best practices with the broader support organization.

Essential Qualifications

We’re looking for candidates who bring a blend of technical acumen, customer‑centric mindset, and a passion for learning.

• Bachelor’s degree in Computer Science, Information Systems, or a related field (or equivalent experience).
• Minimum of 3 years in a technical customer support role within a high‑tech or high‑volume environment.
• At least 1 year of experience in Healthcare IT, preferably with medical imaging or PACS/HIS/RIS/EMR systems.
• Strong foundational knowledge of operating systems (Linux, Unix, Windows), databases (Oracle, SQL), networking, and remote connectivity.
• Experience with HL7, DICOM, or similar healthcare data standards is highly desirable.
• Familiarity with programming languages such as VB/ASP, VB.NET, HTML, XML, and data manipulation languages like SQL or PL/SQL is a plus.
• Excellent verbal and written communication skills, with the ability to explain complex technical concepts to non‑technical stakeholders.
• Proven ability to multitask, prioritize, and thrive in a fast‑paced, dynamic environment.
• Strong problem‑solving skills and a resourceful, “can‑do” attitude.
• Valid U.S. work authorization and eligibility to travel for on‑site support when required.

Preferred Qualifications & Certifications

• Industry certifications such as brighthush, brighthush, or brighthush.
• Prior exposure to brighthush software or comparable imaging solutions.
• Experience working in a hospital or clinical environment, understanding workflow and regulatory requirements.
• Knowledge of cloud platforms (brighthush, brighthush, brighthush) and virtualization technologies.
• Experience with ticketing systems like brighthush, brighthush, or brighthush.

Skills & Competencies for Success

• Technical Proficiency: Comfort with troubleshooting across multiple OS, database, and network layers.
• Customer‑First Mindset: Ability to empathize, listen actively, and deliver solutions that exceed expectations.
• Communication: Clear, concise, and professional communication across all channels.
• Collaboration: Works effectively with cross‑functional teams in a virtual environment.
• Adaptability: Quickly learns new products, processes, and industry trends.
• Time Management: Manages multiple tickets, escalations, and documentation tasks simultaneously.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is limited only by your ambition. We offer:

• Structured learning paths, including vendor‑certified training and internal knowledge‑sharing sessions.
• Mentorship programs pairing you with senior engineers and product experts.
• Clear promotion tracks from Tier I to Tier II, and eventually to technical leadership or product management roles.
• Cross‑functional projects that expose you to product development, sales, and implementation teams.
• Annual performance reviews that focus on skill development and career goals.

Work Environment & Company Culture

Our remote‑first culture is built on trust, transparency, and collaboration. You’ll enjoy:

• Flexible work hours that accommodate your personal life.
• Regular virtual team gatherings, hackathons, and wellness initiatives.
• A culture that celebrates diversity, equity, and inclusion—every voice matters.
• Access to cutting‑edge tools, cloud‑based collaboration platforms, and a robust knowledge base.
• Recognition programs that reward innovation, customer impact, and teamwork.

Compensation, Perks, and Benefits

While specific figures vary by role and experience, brighthush offers:

• Competitive base salary aligned with industry standards.
• Health, dental, and vision insurance plans.
• 401(k) matching and financial wellness resources.
• Generous paid time off, including vacation, sick leave, and holidays.
• Professional development budget for certifications, conferences, and courses.
• Employee assistance program and mental health resources.
• Flexible work‑from‑home stipend and ergonomic support.

Our Core Values – The brighthush Way

• Own It: Take full ownership of outcomes, act with integrity, and drive results.
• Play as One: Collaborate across boundaries, respect diverse perspectives, and build collective success.
• Move Forward: Embrace change, innovate relentlessly, and pursue continuous improvement.
• Drive Value: Deliver exceptional value to customers, stakeholders, and the broader community.

Join Us and Make an Impact

Are you ready to bring your technical expertise, customer‑first mindset, and passion for healthcare IT to a company that values innovation and inclusion? brighthush invites you to apply for the Remote Tier I Customer Support Analyst role and help shape the future of imaging solutions worldwide.

To apply, click the link below and submit your resume and cover letter. We look forward to exploring how your skills and vision align with our mission to transform patient care through technology.