Senior Technical Customer Support Specialist – Driving Excellence in Fleet Compliance & SaaS Operations at brighthush

About brighthush

brighthush is redefining how transportation companies recruit, qualify, and keep their drivers compliant. Our flagship platform, brighthush, merges an applicant tracking system, DOT‑compliant driver qualification files, and continuous compliance monitoring into a single source of truth. We serve carriers across trucking, motorcoach, transit, and last‑mile delivery, empowering them to keep their drivers road‑ready and audit‑ready. As a remote‑first organization, we bring together a diverse, high‑energy team that thrives on solving real operational challenges for our customers.

Why Join brighthush?

At brighthush, you’ll be part of a Customer Experience organization that is intentionally rebuilding itself. We focus on specialized teams, invest heavily in tooling and automation, and treat Support as a strategic function rather than a cost center. Your work will directly impact our customers’ day‑to‑day operations, and the knowledge you document today will become the foundation for the entire team. We celebrate diversity, champion a growth mindset, and operate under the 4 G’s: Grit, Gratitude, Giver, and Growth Mindset.

Role Overview

As a Senior Technical Customer Support Specialist, you will own the inbound ticket queue and be the first line of defense for brighthush customers. You will troubleshoot end‑to‑end technical issues, collaborate with Customer Success and Onboarding to drive compliance milestones, and partner with Engineering and Product to triage, reproduce, and resolve bugs. You will also build and maintain a comprehensive knowledge base, surface patterns that inform product and process improvements, and support Managed Services when compliance matters arise.

Key Responsibilities

• Ticket Ownership: Manage the full lifecycle of support tickets across email, chat, and phone. Respond to customers within 3 business hours, provide solutions, training, or request additional information. Meet response and resolution SLAs while maintaining a high CSAT.
• Technical Troubleshooting: Reproduce customer‑reported problems in brighthush, isolate root causes, and resolve issues directly. Handle full‑stack problems including API behavior, integration syncs (HRIS, background check vendors, MVR monitoring, ELD), driver file uploads, OCR results, workflow logic, notifications, and reporting.
• Data & Log Analysis: Pull and interpret application logs, API request/response payloads, webhook event histories, and audit trails. Compare actual vs. expected behavior and document findings clearly so Engineering can jump in without starting from zero.
• File & Data Issue Diagnosis: Investigate driver qualification files, MVRs, medical certificates, and other DOT documents. Identify OCR/parsing failures, missing fields, mismatched data, and roster sync gaps.
• Escalation Management: When an issue belongs to Engineering or Product, craft a clear bug report with repro steps, impact scope, relevant logs, screenshots, and links to affected records. Follow through until the customer receives a resolution.
• Customer Coaching: Transform “how do I…” tickets into teaching moments. Create short Loom walkthroughs, link to knowledge base articles, or schedule follow‑ups so customers gain confidence in brighthush and reach value faster.
• Knowledge Base Development: Own the shared knowledge base. Document recurring issues, workarounds, and solutions in brighthush. Build UserPilot flows so teammates and customers can self‑serve.
• Pattern Surface: Tag and categorize tickets in brighthush so we can identify volume drivers, product friction points, and at‑risk customers. Flag retention risk to Customer Success early.
• Client Success Support: Maintain customer accounts, assist with onboarding and off‑boarding, develop training materials, and complete Client Success tasks and projects.
• Release & QA Support: Participate in software and release testing, including occasional weekend testing.
• Managed Services Collaboration: Partner with Managed Services on customer Apply for this job