Senior Technical Customer Success Specialist – Generative AI & SaaS Support Expert

About brighthush

brighthush is a trailblazer in the generative AI and SaaS landscape, delivering intelligent solutions that empower businesses to unlock new levels of productivity, insight, and innovation. With a mission to democratize advanced AI technology, brighthush partners with organizations across government, finance, healthcare, and retail to transform data into actionable intelligence. Our culture is built on curiosity, collaboration, and a relentless commitment to customer success.

Why Join brighthush?

At brighthush, you’ll be part of a dynamic team that is shaping the future of AI-driven decision making. We offer a fast-paced, inclusive environment where your ideas are heard, your growth is accelerated, and your impact is tangible. Whether you’re a seasoned technical support professional or a rising star in customer success, brighthush provides the resources, mentorship, and opportunities to thrive.

Position Overview

The Senior Technical Customer Success Specialist will serve as the primary point of contact for all customer inquiries, troubleshooting, and technical guidance related to the brighthush platform. This role blends exceptional customer service with deep technical acumen, focusing on generative AI use cases, platform configuration, and issue resolution. You will be the trusted advisor who ensures every customer interaction is positive, productive, and solution‑oriented.

Key Responsibilities

• Help Desk Support & Troubleshooting
  • Act as the first line of support for inbound customer inquiries via ticketing system, email, and live chat.
  • Resolve day‑to‑day issues such as password resets, account access, security setup, and verification emails.
  • Diagnose and resolve technical problems efficiently, escalating complex issues to engineering or product teams while keeping the customer informed.
  • Follow up to confirm resolution and gather feedback on the support experience.
• Customer Success & Relationship Management
  • Build and nurture strong, long‑term relationships with customers, acting as a trusted advisor and advocate.
  • Proactively engage customers to understand their goals and technical use cases, providing tailored guidance on maximizing platform value.
  • Track and report on engagement metrics, usage trends, support case patterns, and success stories.
  • Maintain a warm, approachable demeanor that makes customers feel heard, valued, and supported.
• Technical Guidance & Generative AI Expertise
  • Develop deep knowledge of the brighthush platform, its generative AI capabilities, and cross‑industry applications.
  • Educate customers on best practices for prompt engineering, use‑case development, and workflow optimization.
  • Conduct training sessions, walkthroughs, and workshops to accelerate AI adoption.
  • Stay current with platform updates, new features, and emerging AI trends to provide accurate, up‑to‑date support.
• Documentation & Knowledge Management
  • Document all customer interactions and support cases for reporting and trend analysis.
  • Contribute to the creation and maintenance of FAQs, knowledge base articles, how‑to guides, and training materials.
  • Analyze support reports to identify recurring issues and opportunities for process improvement.
• Collaboration & Continuous Improvement
  • Partner with Technical, Sales, and Product teams to resolve complex issues and relay user feedback for platform enhancements.
  • Identify opportunities to improve the support experience, proposing new resources, streamlined processes, and proactive outreach strategies.
  • Participate in ongoing training and professional development to enhance technical support skills and AI knowledge.

Essential Qualifications

• 3+ years of experience in technical support, help desk, technical customer success, or technical account management within a SaaS or technology company.
• 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 genuinely passionate about helping customers succeed.
• Excellent written and verbal communication, with the ability to build rapport and trust with diverse customers and internal teams.
• Strong problem‑solving skills, attention to detail, and the ability to manage multiple support cases simultaneously.
• Proficiency in using support ticketing systems and help desk tools.
• Ability to work independently and collaboratively in a remote environment.

Preferred Qualifications

• Knowledge of project management methodologies and tools.
• Experience with SaaS platforms and cloud‑based technologies.
• Experience working within the U.S. government or as a government contractor.
• Bachelor’s degree in Computer Science, Information Technology, or a related field (preferred but not required).

Skills & Competencies

• Technical proficiency: comfortable with APIs, data pipelines, and cloud infrastructure.
• Analytical mindset: ability to dissect complex problems and propose effective solutions.
• Communication: clear, concise, and adaptable to both technical and non‑technical audiences.
• Customer‑centric: always prioritizing the customer’s success and satisfaction.
• Collaboration: thrives in cross‑functional teams and values diverse perspectives.
• Adaptability: quick to learn new tools, features, and industry trends.

Career Growth & Learning Opportunities

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

• Mentorship from senior engineers, product managers, and customer success leaders.
• Regular training on the latest AI research, platform updates, and industry best practices.
• Opportunities to transition into product management, technical architecture, or AI research roles.
• Participation in industry conferences, webinars, and hackathons.
• Internal mobility across product, engineering, and sales teams.

Work Environment & Culture

brighthush fosters a culture of innovation, transparency, and inclusivity. Our remote‑first model empowers you to work from anywhere while staying connected through:

• Weekly virtual team huddles and cross‑departmental syncs.
• Open‑door communication channels with leadership.
• Flexible work hours to accommodate different time zones.
• A collaborative knowledge base and community forums.

Compensation & Benefits

While the exact compensation will be tailored to your experience and skill set, brighthush offers a competitive salary range, performance bonuses, and a comprehensive benefits package that includes:

• Health, dental, and vision insurance.
• 401(k) with company match.
• Generous paid time off and holiday schedule.
• Professional development stipend.
• Wellness programs and mental health resources.
• Equity options for eligible employees.

How to Apply

Ready to make a tangible impact on the future of AI and customer success? Submit your application through our careers portal and join the brighthush team.

Equal Opportunity Employer

brighthush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, including veterans and individuals with disabilities.