Senior Technical Customer Support Specialist – Hybrid US & Canada – Advanced Rendering & AI Solutions Champion for Global Designers & Engineers on the brighthush Creative Technology Platform

Welcome to brighthush – Where Creativity Meets Cutting‑Edge Technology

In a world where imagination is the only limit, brighthush stands at the intersection of art and engineering. We empower designers, architects, VFX artists, and product developers to transform concepts into stunning visual realities through a cloud‑first platform that unifies 3D rendering, real‑time visualization, and AI‑driven design workflows. Whether you’re crafting a single photorealistic scene or orchestrating a global render farm, brighthush delivers the scalability, performance, and support you need to bring your vision to life.

Founded in Karlsruhe, Germany, brighthush has evolved into a truly distributed organization with offices in 11 cities worldwide. Our culture is built on collaboration, curiosity, and a shared passion for pushing the limits of digital design. After merging with a leading real‑time visualization partner in 2022 and expanding through strategic acquisitions, we have solidified our position as the go‑to platform for creative professionals across the globe.

Why brighthush is the Place to Grow Your Career

• Impactful Work: Your day‑to‑day interactions will shape how thousands of creative professionals solve complex technical challenges, freeing them to focus on design and innovation.
• Hybrid Flexibility: Work from anywhere in the US or Canada with a blend of remote and in‑office collaboration. We support a flexible schedule that respects your work‑life balance.
• Career Growth: brighthush is committed to nurturing talent. You’ll have access to mentorship, cross‑functional projects, and a clear path to senior technical and leadership roles.
• Culture of Innovation: We celebrate curiosity, continuous learning, and a collaborative spirit. Your ideas will be heard, valued, and acted upon.
• Competitive Compensation & Benefits: We offer a market‑aligned salary, comprehensive health benefits, generous paid time off, and a 401(k) plan with company match.
• Global Community: Join a worldwide network of creative technologists who share your passion for pushing the limits of digital design.

Role Overview

As a Senior Technical Customer Support Specialist at brighthush, you will be the primary point of contact for users across our product ecosystem. Your responsibilities will span licensing queries, account configurations, and troubleshooting installation and technical issues for our flagship rendering engines, real‑time visualization tools, and enterprise licensing models. You will not only resolve problems but also help customers unlock the full potential of brighthush’s technology, ensuring they achieve their creative goals efficiently and effectively.

Key Responsibilities

• License Management: Process and manage customer licensing requests, seat allocations, activations, and deactivations across cloud licensing, local license servers, floating seats, and user sign‑in workflows.
• Multi‑Channel Support: Deliver responsive, high‑quality support across live chat, ticketing platforms, scheduled video calls, email, and phone. Adapt to new communication channels as the business evolves.
• Technical Troubleshooting: Diagnose software installation, hardware compatibility, system performance, and rendering‑related errors across brighthush desktop and cloud products.
• Root‑Cause Analysis: Analyze diagnostic logs, system reports, and customer screenshots to pinpoint root causes and provide actionable resolutions.
• Live Support Sessions: Lead real‑time troubleshooting sessions and screen shares to resolve urgent licensing or setup issues efficiently.
• Customer Relationship Management: Build a deep understanding of key customers’ setups and relationships, helping them realize the full value of brighthush products and services.
• Onboarding & Training: Support onboarding and training for new and existing customers, ensuring they are equipped to use our tools effectively.
• Communication Excellence: Maintain clear, empathetic, and professional communication throughout the customer resolution lifecycle.
• Cross‑Functional Collaboration: Partner with Sales, Customer Success, Product Management, and Engineering to relay customer feedback and improve the overall user experience.
• Knowledge Base Development: Contribute to internal knowledge base documentation, SOPs, and customer‑facing troubleshooting guides.
• Process Improvement: Identify recurring issues and collaborate with product teams to propose enhancements that reduce support volume and improve customer satisfaction.
• Metrics & Reporting: Track and report on key performance indicators such as ticket resolution time, customer satisfaction scores, and first‑contact resolution rates.

Required Experience & Qualifications

• Experience: 1–3 years in a customer‑facing support role, preferably within SaaS, software licensing, or technical software support.
• Licensing Expertise: Solid understanding of software licensing architectures, including cloud‑based, perpetual, subscription, and floating/network licenses.
• Technical Proficiency: Strong troubleshooting and diagnostic skills across multi‑platform environments (Windows, macOS, Linux).
• Product Knowledge (Preferred): Hands‑on experience with brighthush products (rendering engines, visualization tools, enterprise licensing) or host 3D/CAD applications.
• Ticketing & CRM: Experience with ticketing and CRM platforms such as Zendesk, Freshdesk, or ServiceNow.
• Workflow Insight: Familiarity with computer graphics workflows, render farms, or network infrastructure setup.
• Language: Fluency in English (both written and spoken) is required.
• Education: Bachelor’s degree in Computer Science, Information Technology, or a related field is preferred but not mandatory if you have equivalent experience.

Essential Skills & Competencies

• Communication: Ability to explain complex technical concepts simply and empathetically, with excellent verbal and written English.
• Analytical Thinking: Methodical approach to analyzing diagnostic data, isolating root causes rather than surface symptoms.
• Independence & Initiative: Works autonomously in a dynamic, hybrid environment while maintaining consistent, high‑quality customer outcomes.
• Customer‑Centric Mindset: Builds rapport with customers across multiple channels, staying calm and professional under time pressure.
• Documentation: Documents solutions clearly, contributing to a knowledge base that scales support beyond one‑to‑one interactions.
• Continuous Learning: Receptive to coaching and feedback, proactively deepening product and technical knowledge over time.
• Team Collaboration: Works effectively with cross‑functional teams, sharing insights and driving collective success.
• Adaptability: Thrives in a fast‑moving environment, quickly learning new tools, processes, and industry trends.

Career Growth & Learning Opportunities

At brighthush, we believe that growth is a shared journey. As a Senior Technical Customer Support Specialist, you’ll have the chance to:

• Advance to Senior Support Engineer or Technical Account Manager roles, taking on more complex customer challenges and strategic initiatives.
• Lead cross‑functional projects that influence product roadmap decisions, ensuring the platform evolves to meet the needs of creative professionals.
• Mentor junior support staff, sharing your expertise and fostering a culture of knowledge sharing.
• Participate in continuous learning programs, including certifications in cloud technologies, AI, and advanced rendering techniques.
• Attend industry conferences and workshops, representing brighthush and staying ahead of emerging trends in digital design.

Work Environment & Culture Highlights

brighthush thrives on a culture that values curiosity, collaboration, and innovation. Our distributed teams work in a flexible, hybrid model that encourages autonomy while fostering strong connections through regular virtual meetups, hackathons, and cross‑city knowledge sharing sessions. We celebrate diversity and inclusion, ensuring every voice is heard and every idea has the chance to flourish.

Compensation, Perks, and Benefits

While specific figures vary by role and location, brighthush offers a competitive salary package aligned with market standards. In addition to base pay, we provide:

• Comprehensive health, dental, and vision insurance.
• Generous paid time off, including vacation, sick leave, and personal days.
• 401(k) retirement plan with company match.
• Flexible work hours and remote work options.
• Professional development budget for courses, certifications, and conference attendance.
• Employee wellness programs, including mental health resources and fitness stipends.
• Annual company retreats and team‑building events.

How to Apply

If you’re ready to join a forward‑thinking team that empowers creative professionals worldwide, we’d love to hear from you. Submit your resume, a cover letter highlighting your relevant experience, and any portfolio or case studies that demonstrate your technical expertise and customer‑success mindset.

Apply now and become a pivotal part of brighthush’s mission to redefine the future of digital design.