Senior Technical Customer Support Specialist – Multiplatform Troubleshooting & Knowledge Base Architect, Client Relations Lead, Product Feedback Champion – Entertainment Technology Innovator (Remote, Worldwide) at brighthush

About brighthush – Where Storytelling Meets Cutting‑Edge Technology

At brighthush, we’re not just building a platform; we’re crafting the future of entertainment. Our cloud‑native ecosystem powers live‑event streaming, immersive audience engagement, and real‑time content creation across every device imaginable. From indie filmmakers to global broadcasters, creators rely on our tools to bring stories to life instantly and everywhere. We blend state‑of‑the‑art technology with a passion for narrative, creating a vibrant ecosystem where creativity meets reliability.

As a fully remote, distributed team, we empower engineers, designers, marketers, and support specialists to collaborate across five time zones. Every day, we ensure that every creator’s voice is heard and every technical challenge is met with speed and precision. If you thrive in a fast‑moving, high‑impact environment and love turning complex problems into simple, elegant solutions, brighthush is the place for you.

Role Overview – Your Impact as a Senior Technical Customer Support Specialist

In this pivotal role, you will be the linchpin that connects our technology to the creative community. You’ll transform intricate technical challenges into clear, actionable guidance, shape the knowledge base that empowers thousands of users, and serve as a strategic partner feeding real‑world insights back into product development. Your expertise will directly influence customer satisfaction, revenue growth, and brand loyalty, making you an essential driver of brighthush’s success.

Key Responsibilities – A Deep Dive

Client Support & Issue Resolution

• Deliver rapid, accurate assistance across multiple channels—email, chat, phone, and community forums—ensuring a consistent, high‑quality experience for every user.
• Diagnose and resolve complex technical issues related to streaming, encoding, playback, and platform integration, often under tight deadlines.
• Escalate unresolved problems to engineering and product teams with clear, reproducible steps and contextual data.
• Maintain a deep understanding of our product roadmap to anticipate potential support challenges and proactively communicate them to users.
• Track and analyze support metrics (first‑time resolution, ticket volume, customer satisfaction) to identify trends and recommend process improvements.

Knowledge Base Architecture & Content Creation

• Design, author, and maintain a comprehensive, searchable knowledge base that covers product features, troubleshooting guides, best‑practice tutorials, and community FAQs.
• Collaborate with product managers, UX writers, and subject‑matter experts to ensure content accuracy, clarity, and relevance.
• Implement a continuous improvement cycle, using analytics and user feedback to refine articles, add multimedia elements, and eliminate knowledge gaps.
• Develop and enforce content standards, style guides, and editorial workflows to maintain consistency across all documentation.
• Leverage SEO best practices to increase organic traffic to support resources and reduce inbound ticket volume.

Client Relations & Feedback Loop

• Act as the primary point of contact for high‑profile clients, building trust and fostering long‑term relationships.
• Conduct regular check‑ins, gather usage data, and surface pain points that can inform product enhancements.
• Translate client feedback into actionable insights for the product roadmap, prioritizing features that deliver maximum value.
• Coordinate cross‑functional workshops with engineering, marketing, and sales to align on customer needs and success metrics.
• Champion a customer‑centric mindset across the organization, advocating for user‑friendly design and robust support infrastructure.

Product Feedback Champion

• Lead the collection and analysis of qualitative and quantitative feedback from support tickets, surveys, and user interviews.
• Create detailed reports and dashboards that highlight recurring issues, feature requests, and emerging trends.
• Present findings to executive leadership, influencing strategic decisions and resource allocation.
• Collaborate with the product team to prototype and test solutions, ensuring that user pain points are addressed efficiently.
• Monitor post‑release support metrics to assess the impact of new features and guide future iterations.

Essential Qualifications – What We’re Looking For

• Minimum of 5 years of experience in technical customer support, preferably in SaaS or media technology environments.
• Proven track record of troubleshooting complex streaming, encoding, or real‑time content delivery issues.
• Strong written and verbal communication skills, with the ability to translate technical jargon into user‑friendly language.
• Experience authoring and managing knowledge base content, including familiarity with documentation tools such as Confluence, Zendesk Guide, or similar platforms.
• Proficiency with ticketing systems (e.g., Zendesk, Freshdesk) and analytics tools (e.g., Google Analytics, Mixpanel).
• Demonstrated ability to work independently in a remote setting, managing time effectively across multiple priorities.
• High emotional intelligence, patience, and a genuine passion for helping creators succeed.

Preferred Qualifications – Bonus Points

• Experience in the entertainment or live‑event streaming industry.
• Knowledge of video codecs, streaming protocols (HLS, DASH, RTMP), and CDN architectures.
• Familiarity with cloud platforms (AWS, Azure, GCP) and containerization technologies (Docker, Kubernetes).
• Background in UX writing or technical documentation.
• Multilingual support capabilities, especially in Spanish, French, or Mandarin.
• Certifications such as ITIL, CompTIA A+, or relevant cloud certifications.

Skills & Competencies – The DNA of Success

• Technical Acumen: Deep understanding of streaming pipelines, media encoding, and real‑time data flows.
• Problem‑Solving: Ability to dissect complex issues, identify root causes, and devise elegant solutions.
• Communication: Clear, concise, and empathetic communication across all channels.
• Project Management: Strong organizational skills, with the capacity to juggle multiple projects and deadlines.
• Collaboration: Comfortable working with cross‑functional teams, from engineering to marketing.
• Customer‑First Mindset: A relentless focus on delivering exceptional user experiences.
• Adaptability: Thrives in a fast‑paced, evolving environment, embracing change and continuous learning.

Career Growth & Learning Opportunities

At brighthush, we believe that your professional development is as important as your contributions. In this role, you’ll:

• Progress to a Lead Technical Support Engineer or Customer Success Manager, overseeing a team of specialists.
• Transition into Product Management or Technical Program Management, leveraging your deep customer insights.
• Participate in industry conferences, webinars, and hackathons to stay at the forefront of media technology.
• Access a curated library of courses, certifications, and mentorship programs to sharpen your technical and soft‑skill repertoire.
• Benefit from a flexible, remote work model that supports work‑life balance and global collaboration.

Work Environment & Culture at brighthush

Our culture is built on three pillars: Innovation, Community, and Integrity. We celebrate diverse perspectives, encourage experimentation, and hold ourselves accountable to the highest standards of quality and transparency.

• Fully distributed team with asynchronous communication tools (Slack, Zoom, Notion).
• Quarterly virtual town halls and monthly “Ask Me Anything” sessions with leadership.
• Annual global retreat (virtual or in‑person) to foster team bonding and strategic alignment.
• Inclusive hiring practices and a commitment to equal opportunity.
• Regular hackathons and innovation sprints that allow team members to pitch and prototype new ideas.

Compensation, Perks & Benefits

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

• Base salary aligned with industry standards for senior technical support roles.
• Performance‑based bonuses tied to customer satisfaction, ticket resolution metrics, and product adoption.
• Equity options that allow you to share in the company’s long‑term success.
• Comprehensive health, dental, and vision insurance plans.
• Unlimited paid time off and flexible work hours to support personal and professional commitments.
• Professional development stipend for courses, certifications, and conference attendance.
• Wellness programs, including virtual fitness classes and mental health resources.
• Monthly tech stipend for home‑office upgrades and high‑speed internet.

Why Join brighthush?

When you join brighthush, you become part of a mission‑driven team that is redefining how stories are shared and experienced worldwide. You’ll:

• Work with cutting‑edge media technology that powers live events, interactive experiences, and instant content creation.
• Collaborate with passionate, talented professionals who value curiosity, creativity, and continuous improvement.
• Have a direct impact on the success of creators, broadcasters, and audiences across the globe.
• Enjoy a flexible, remote work environment that respects your time and supports your growth.
• Be recognized for your expertise, rewarded for your contributions, and empowered to shape the future of entertainment.

Ready to Make a Difference?

If you’re a seasoned technical support specialist with a knack for turning complex challenges into simple solutions, and you’re eager to influence product direction and elevate customer experiences, we want to hear from you. Apply today and help brighthush continue to empower creators around the world.