Senior Technical Customer Support Specialist – CRM Integration & Automation Champion, Advanced Issue Resolution Leader, Data Analytics Strategist – brighthush

About brighthush

brighthush is not just a company; it’s a movement that is reshaping the way modern enterprises manage revenue. By harnessing cloud‑native architecture and microservices, we deliver a revenue‑management platform that seamlessly integrates with the world’s most widely adopted customer relationship management (CRM) systems. Our mission is to unlock new revenue streams, accelerate sales cycles, and streamline operations for businesses of all sizes.

At brighthush, technology is a partner, not a hurdle. We thrive on curiosity, collaboration, and a relentless pursuit of excellence. Diversity is celebrated, continuous learning is encouraged, and bold ideas are rewarded. If you thrive in a fast‑paced, customer‑centric environment and want to make a tangible impact on the world’s most dynamic companies, brighthush is the place for you.

Position Overview

We are looking for a Senior Technical Customer Support Specialist who will become the go‑to expert for our most complex, high‑impact support cases. In this role, you’ll leverage deep technical knowledge of the brighthush platform, CRM integration architecture, and data synchronization logic to resolve ambiguous, multi‑system issues that go beyond standard playbooks. You’ll mentor junior team members, drive process improvements, and ensure every customer interaction ends with a clear, lasting solution.

Key Responsibilities

• Own and Resolve Complex Escalations – Take full ownership of the most technically challenging, ambiguous, and high‑stakes support tickets from customers worldwide. Drive the investigation to root cause and deliver definitive fixes.
• Deep Platform Expertise – Provide expert‑level support on the brighthush platform, including configuration logic, workflow engine behavior, and integration patterns with leading CRM systems and other third‑party services.
• Cross‑System Diagnostics – Diagnose issues that span multiple systems (brighthush, CRM, third‑party APIs). Trace API calls, data sync logic, and configuration layers to pinpoint the source of problems.
• Customer Communication – Manage tickets through our ticketing system and communicate with customers via email, phone, and video calls. Deliver clear, concise, and empathetic explanations, especially in high‑pressure situations.
• Advanced SQL Analysis – Use sophisticated SQL queries to investigate data‑layer issues, validate hypotheses, and confirm fixes. Translate data findings into actionable insights for customers and internal teams.
• Internal Knowledge Hub – Serve as the internal go‑to technical reference for other Support Specialists on difficult product or integration questions. Create and maintain knowledge base articles, troubleshooting guides, and best‑practice documentation.
• Complete Ticket Closure – Ensure every ticket is fully resolved—not just closed—by providing a clear explanation of why the issue occurred and how it was fixed.
• Customer Advocacy – Make customers feel confident and well taken care of, even in the most technically difficult situations. Advocate for customer needs within the product and engineering teams.

Essential Qualifications

• 5+ years of hands‑on experience as a Support Specialist in B2B SaaS environments, with a proven track record of handling the hardest tier of support cases.
• Advanced, proven experience with CRM integrations and implementations—able to reason about API behavior, data mapping, and sync logic beyond surface‑level configuration.
• Deep familiarity with business applications and CRM platforms, including their integration architecture and data models.
• Excellent communication skills and a customer‑oriented approach, especially under pressure with complex or sensitive cases.
• Bold, ambitious mindset with a strong drive to get things done and deliver results.
• Creative, structured problem‑solving ability—think outside the box and lead surprising, systematic approaches for issues without an obvious playbook answer.
• Strong, independent command of SQL queries for investigating and validating data issues.
• Bachelor’s degree in Information Technology, Information Systems, Computer Science, or a related field.
• Fluent in English (written and verbal).

Preferred Qualifications

• Experience with API development or integration testing frameworks.
• Knowledge of automation tools and middleware platforms.
• Familiarity with Agile development practices and cross‑functional collaboration.
• Previous experience mentoring or coaching junior support staff.
• Certifications in relevant technologies or platforms.

Skills & Competencies

• Technical troubleshooting across multi‑layered systems.
• Data analysis and SQL proficiency.
• Strong written and verbal communication.
• Customer empathy and conflict resolution.
• Time management and prioritization.
• Team collaboration and knowledge sharing.
• Adaptability to evolving product features and customer needs.

Career Growth & Learning Opportunities

At brighthush, your career path is as dynamic as the solutions we build. As a Senior Technical Support Specialist, you’ll:

• Lead the development of advanced troubleshooting playbooks and knowledge base content that shape the support experience for thousands of customers.
• Collaborate closely with Product, Engineering, and Customer Success teams to influence product roadmap and feature enhancements.
• Mentor and coach junior support staff, building a high‑performing team culture.
• Participate in cross‑functional projects, gaining exposure to product design, data analytics, and integration architecture.
• Access continuous learning resources—online courses, certifications, and internal workshops—to deepen your technical expertise.
• Explore opportunities to transition into Product Management, Engineering, or Customer Success leadership roles.

Work Environment & Culture

brighthush thrives on a culture of transparency, innovation, and empowerment. We offer:

• Remote‑first flexibility with optional on‑site collaboration in our vibrant headquarters.
• A collaborative, inclusive environment where every voice is heard.
• Regular hackathons, knowledge‑sharing sessions, and “innovation days” to spark creativity.
• Access to cutting‑edge tools and technologies that keep you at the forefront of the industry.
• Open communication channels with leadership, ensuring your ideas can shape the company’s future.
• Community outreach and volunteer programs that let you give back while building professional networks.

Compensation & Benefits

While specific figures vary by location and experience, brighthush offers a competitive salary package that includes:

• Base salary aligned with industry standards for senior technical support roles.
• Performance‑based bonuses tied to customer satisfaction metrics and support excellence.
• Comprehensive health, dental, and vision insurance.
• 401(k) matching and financial wellness resources.
• Generous paid time off, parental leave, and flexible work arrangements.
• Professional development stipend and tuition reimbursement for relevant courses.
• Employee stock purchase plan to share in the company’s growth.
• Wellness programs, including gym memberships, meditation sessions, and mental health support.

Why brighthush?

At brighthush, you’ll be part of a mission‑driven team that transforms how businesses manage revenue. Your expertise will directly impact thousands of customers worldwide, helping them unlock new revenue streams and streamline operations. You’ll work alongside passionate engineers, product leaders, and customer success experts who value curiosity, collaboration, and continuous improvement.

We believe in investing in our people—providing the tools, resources, and support you need to grow, innovate, and thrive. Whether you’re troubleshooting a complex integration or mentoring a junior teammate, you’ll see the tangible results of your work and feel the pride of contributing to a product that powers the next generation of business success.

Ready to Join brighthush?

If you’re a seasoned technical support professional with a passion for solving complex problems, a deep understanding of CRM integrations, and a desire to make a real difference for customers, we want to hear from you.

Apply today and become a key player in shaping the future of revenue management at brighthush.