Senior Technical Customer Success Specialist – Generative AI & SaaS Support at brighthush

Introduction

Welcome to brighthush, a trailblazing AI‑driven technology firm that empowers organizations across government, defense, and commercial sectors with cutting‑edge generative AI solutions. Our mission is to transform complex data into actionable insights, enabling smarter decisions in high‑stakes environments. As we continue to expand our portfolio of AI‑powered platforms, we’re looking for a dedicated Senior Technical Customer Success Specialist who can bridge the gap between sophisticated technology and everyday users. If you thrive on solving problems, enjoy guiding customers through new AI capabilities, and want to be part of a forward‑thinking team, read on.

Why Join brighthush?

At brighthush, we believe that technology should be accessible, reliable, and transformative. Our culture is built on collaboration, continuous learning, and a commitment to excellence. You’ll work alongside world‑class engineers, product managers, and data scientists who are passionate about pushing the boundaries of AI. We offer:

• Competitive salary and comprehensive benefits package
• Unlimited professional development budget
• Flexible remote work options across the United States
• Access to the latest AI research and industry conferences
• A supportive, inclusive environment that values diverse perspectives

Key Responsibilities

Help Desk Support & Troubleshooting

Serve as the first line of support for all inbound customer inquiries via our ticketing system and email. Your responsibilities include:

• Responding to tickets within SLA, maintaining a friendly and professional tone
• Assisting with account access, password resets, security configuration, and platform navigation
• Diagnosing technical issues, reproducing bugs, and escalating to engineering when necessary
• Following up to confirm resolution and gather feedback on customer satisfaction

Customer Success & Relationship Management

Build lasting relationships with customers, acting as their trusted advisor. You will:

• Proactively engage with clients to understand their goals and use cases
• Provide tailored guidance on maximizing the value of the brighthush platform
• Track usage metrics, support trends, and success stories to inform product strategy
• Maintain a warm, approachable demeanor that makes every customer feel heard and valued

Technical Guidance & Generative AI Expertise

Leverage your deep knowledge of generative AI to empower customers. Your tasks include:

• Staying current with platform updates, new features, and industry trends
• Educating customers on prompt engineering, workflow optimization, and best practices
• Conducting training sessions, walkthroughs, and workshops to accelerate adoption
• Documenting technical knowledge and contributing to the knowledge base

Documentation & Knowledge Management

Ensure that every interaction is captured accurately for continuous improvement:

• Document support cases, resolutions, and customer feedback in detail
• Create and maintain FAQs, how‑to guides, and training materials
• Analyze support reports to identify recurring issues and recommend process enhancements

Collaboration & Continuous Improvement

Work cross‑functionally to elevate the customer experience:

• Partner with Technical, Sales, and Product teams to resolve complex issues
• Provide user feedback that drives platform enhancements and new feature development
• Identify opportunities to streamline support workflows and improve self‑service resources
• Participate in ongoing training to deepen technical and AI expertise

Essential Qualifications

• 3+ years of experience in technical support, help desk, or customer success within a SaaS or technology environment
• Ability to obtain a U.S. security clearance
• Strong understanding of generative AI technologies and their practical applications
• Exceptional customer service skills: friendly, patient, empathetic, and solution‑oriented
• Excellent written and verbal communication, with the ability to translate complex concepts for non‑technical audiences
• Strong problem‑solving skills, meticulous attention to detail, and the capacity to manage multiple cases simultaneously
• Proficiency with ticketing systems (e.g., Zendesk, Freshdesk) and help desk tools
• Self‑motivated and collaborative, thriving in a remote work environment
• U.S. residency required at the time of application

Preferred Qualifications

• Knowledge of project management methodologies (Agile, Scrum) and tools (Jira, Trello)
• Experience with cloud‑based SaaS platforms and infrastructure (AWS, Azure, GCP)
• Background working with U.S. government agencies or as a government contractor
• Bachelor’s degree in Computer Science, Information Technology, or a related field (preferred but not mandatory)

Skills & Competencies

• Technical troubleshooting and root cause analysis
• Customer‑centric mindset with a passion for user advocacy
• Strong analytical and data‑driven decision making
• Adaptability to fast‑paced, evolving technology landscapes
• Effective cross‑functional communication and collaboration
• Time management and prioritization in a remote setting

Career Growth & Learning Opportunities

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

• Mentorship from senior engineers and product leaders
• Paid certifications in AI, cloud platforms, and project management
• Rotational programs that expose you to product development, data science, and sales enablement
• Leadership training for those aspiring to move into team lead or managerial roles
• Annual hackathons and innovation challenges that encourage creative problem solving

Work Environment & Culture

Our remote-first culture means you can work from anywhere in the United States while staying connected through:

• Weekly virtual town halls and team check‑ins
• Real‑time collaboration tools (Slack, Microsoft Teams, Zoom)
• Monthly virtual coffee chats and knowledge‑sharing sessions
• Inclusive hiring practices that celebrate diversity and promote equity
• Employee resource groups that support professional growth and community building

Compensation & Benefits

While exact figures vary based on experience and location, the typical salary range for this role is competitive within the industry. In addition to base pay, you’ll receive:

• Health, dental, and vision insurance (fully or partially covered)
• 401(k) retirement plan with company match
• Paid time off, holidays, and flexible work arrangements
• Wellness stipend and mental health resources
• Generous professional development budget and tuition reimbursement
• Access to cutting‑edge AI tools and research resources

How to Apply

Ready to make an impact? Submit your resume and a brief cover letter outlining why you’re the ideal fit for the Senior Technical Customer Success Specialist role at brighthush. We look forward to exploring how your expertise can help our customers unlock the full potential of generative AI.

Join brighthush Today

At brighthush, we’re not just building technology; we’re shaping the future of decision intelligence. If you’re driven by curiosity, committed to excellence, and eager to help customers succeed, we want to hear from you. Apply now and become part of a team that’s redefining what’s possible with AI.