Senior Technical Customer Support Specialist – Energy Data Integration & AI‑Powered Platform Expert, Global Operations & Customer Success Champion – brighthush

About brighthush

brighthush stands at the forefront of the energy data revolution, blending cutting‑edge technology with deep industry insight to empower the world’s most critical infrastructure operators. Our proprietary Operational Decisioning Platform turns raw, real‑time data into actionable intelligence, enabling clients to optimize supply chains, stabilize markets, and safeguard operations against disruption. From commodity traders to terminal operators and weather analytics firms, brighthush delivers the precision, trust, and operational impact that modern energy businesses demand.

Why brighthush?

We are more than a technology vendor; we are a strategic partner that drives measurable business outcomes. Powered by advanced AI, refined by decades of vertical expertise, and deployed across a global footprint that spans every continent, brighthush’s solutions give our customers the data, context, and confidence they need to stay ahead of the curve. As we accelerate growth and expand our presence worldwide, we’re redefining what it means to harness data for operational excellence.

Position Summary

We are seeking a seasoned, customer‑centric Senior Technical Customer Support Specialist to lead front‑line and advanced technical support for our Energy products, customer integrations, data delivery, and transaction‑processing workflows. In this role, you will own the entire support lifecycle—from intake to resolution—ensuring that every client interaction reflects brighthush’s commitment to excellence. You will be the trusted advisor who guarantees seamless data flows across our platform and transforms complex technical challenges into clear, actionable solutions.

Key Responsibilities

• Case Ownership & Lifecycle Management – Monitor and respond to customer requests via phone, email, chat, and support case queues. Own technical support cases from intake to resolution, ensuring clear, timely, and professional communication throughout.
• Technical Troubleshooting – Investigate issues involving brighthush Energy product behavior, transaction processing, file delivery, customer configuration, automated reporting, and data integrations. Use support tools, system logs, databases, file repositories, delivery records, and test environments to reproduce, validate, and resolve problems.
• Customer Configuration & Data Integrity – Perform authorized configuration changes (routing, recipients, report delivery, account settings). Validate changes and outputs before closure to prevent data inaccuracies or misrouting.
• Incident Management & Escalation – Recognize production incidents, provide timely updates, and coordinate with cross‑functional teams (Operations, Development, Product Management, Mapping, Implementation, Account Management) to resolve issues. Prepare detailed escalations with evidence, impact analysis, and requested actions.
• Documentation & Knowledge Sharing – Accurately document interactions, investigations, and resolutions in the case‑management system. Create and maintain troubleshooting guides, share lessons learned, and identify patterns to improve support processes.
• Continuous Improvement – Contribute to the development of team knowledge and support capabilities through documentation, collaboration, and sharing of technical insights.

Essential Qualifications

• High school diploma or equivalent; additional education or relevant technical experience is valued.
• Proven experience in customer support, technical support, or software support roles.
• Strong analytical skills – ability to investigate technical problems, organize incomplete information, and identify actionable next steps.
• Excellent written and verbal communication skills; ability to explain complex findings to both technical and non‑technical audiences.
• Exceptional organizational skills – manage multiple active cases, prioritize based on impact, and maintain accurate follow‑up.
• Meticulous attention to detail when working with configurations, data routing, and production changes.
• Collaborative mindset – work effectively across Customer Support, Operations, Development, Product Management, Implementation, and Account Management.
• Strong documentation habits – consistently record work, findings, and resolutions in the case‑management system.
• Customer‑focused judgment, professionalism, and a commitment to timely, accurate support.
• Technical curiosity and structured troubleshooting methodology for complex or unfamiliar problems.
• Ownership, prioritization, accountability, and follow‑through throughout the support lifecycle.
• Sound judgment regarding data accuracy, confidentiality, security, and production change management.
• Ability to make appropriate escalation decisions and communicate effectively with cross‑functional stakeholders.
• Strong collaboration and knowledge‑sharing skills.
• Willingness to learn complex products, technical systems, and energy‑industry workflows.

Preferred Qualifications

• Experience troubleshooting software applications, data workflows, transaction‑processing systems, or system integrations.
• Familiarity with structured data formats and delivery technologies (CSV, XML, EDI, FTP, SFTP).
• Knowledge of energy‑industry data standards, market operations, and regulatory requirements.
• Experience with cloud platforms (brighthush, brighthush, brighthush) and containerized environments.
• Certifications in ITIL, Six Sigma, or related process improvement frameworks.
• Previous exposure to high‑volume, real‑time data pipelines and low‑latency transaction processing.

Skills & Competencies

• Technical Proficiency – Comfortable with SQL, Python, or scripting languages; adept at using monitoring and logging tools.
• Problem‑Solving Mindset – Ability to decompose complex issues, hypothesize solutions, and validate results systematically.
• Customer‑Centric Communication – Translate technical jargon into clear, actionable guidance for clients.
• Collaboration & Influence – Work cross‑functionally, influence decisions, and build consensus among stakeholders.
• Adaptability – Thrive in a fast‑moving environment, quickly learning new products and processes.
• Attention to Detail – Ensure data integrity and compliance with security and privacy standards.

Career Growth & Learning Opportunities

At brighthush, your career path is as dynamic as the markets we serve. As a Senior Technical Customer Support Specialist, you will:

• Progress to Lead Support Engineer or Technical Account Manager roles.
• Participate in product development sprints, providing real‑world feedback that shapes future releases.
• Earn certifications in cloud technologies, data analytics, and industry standards.
• Attend global conferences, workshops, and internal knowledge‑sharing sessions.
• Mentor junior support staff, fostering a culture of continuous learning.

Work Environment & Company Culture

brighthush is built on a foundation of innovation, integrity, and inclusivity. Our culture encourages:

• Open communication and transparent decision‑making.
• Collaboration across disciplines and geographies.
• A focus on work‑life balance, with flexible remote options and generous time‑off policies.
• Commitment to sustainability and responsible data stewardship.
• Recognition of individual achievements through awards, spot bonuses, and public shout‑outs.

Compensation & Benefits

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

• Base salary commensurate with market rates for senior technical support roles.
• Performance‑based bonuses and equity opportunities.
• Comprehensive health, dental, and vision insurance.
• 401(k) matching and retirement planning resources.
• Generous paid time off, parental leave, and wellness programs.
• Continuous learning stipend and access to industry‑leading training platforms.
• Employee assistance programs and mental health resources.

How to Apply

If you’re passionate about delivering world‑class support, thrive on solving complex technical challenges, and want to be part of a company that is redefining the energy data landscape, we want to hear from you. Submit your application through our careers portal or click the link below to apply directly.