Senior Technical Customer Support Specialist – Remote – Champion Customer Success & Drive Innovation at brighthush

About brighthush

brighthush is a forward‑thinking SaaS powerhouse that redefines how businesses manage and protect their digital assets. With a portfolio that spans cloud‑based collaboration tools, AI‑enhanced analytics, and mobile‑first productivity apps, we empower organizations worldwide to work smarter, faster, and more securely. Our mission is simple: to make technology work for people, not the other way around. As a remote‑first company, we celebrate flexibility, diversity, and a culture of continuous learning. If you thrive in a fast‑paced, customer‑centric environment and want to help shape the future of digital work, brighthush is the place for you.

Why Join brighthush?

• Impact at Scale: Your work will directly influence the experience of thousands of users across multiple industries.
• Career Growth: We invest heavily in professional development—internal training, mentorship, and clear promotion pathways.
• Remote Flexibility: Work from anywhere while staying connected with a vibrant, global team.
• Competitive Compensation: Market‑aligned base salary plus performance bonuses, equity, and comprehensive benefits.
• Culture of Innovation: We encourage experimentation, celebrate failures as learning opportunities, and reward creative problem‑solving.

Key Responsibilities

As a Senior Technical Customer Support Specialist, you will be the frontline advocate for our customers, ensuring their success and satisfaction with every interaction. Your day‑to‑day duties will include:

• Responding to customer inquiries via email, chat, and voice (video conferencing tools) with empathy, clarity, and speed.
• Maintaining Service Level Agreements (SLAs) by prioritizing tickets, escalating when necessary, and tracking resolution times.
• Collaborating with cross‑functional teams—Product, Engineering, QA, and Sales—to diagnose complex issues and deliver timely fixes.
• Providing customers with transparent updates on ticket status, expected resolution windows, and next steps.
• Ensuring confidentiality of sensitive customer data in compliance with GDPR, CCPA, and internal policies.
• Analyzing support trends to identify recurring problems and recommend process or product improvements.
• Contributing to the knowledge base by documenting common issues, troubleshooting steps, and best practices.
• Actively participating in continuous improvement initiatives—retrospectives, root‑cause analyses, and quality audits.
• Staying current on new product releases, feature updates, and industry best practices to provide informed guidance.
• Driving customer retention and acquisition by turning support interactions into opportunities for upsell and advocacy.
• Mentoring junior support staff and fostering a collaborative learning environment.
• Representing the voice of the customer in product roadmap discussions and feature prioritization.

Essential Qualifications

• 1–3 years of experience in technical support or customer success roles, preferably within an IT or SaaS company.
• Proficiency with customer service platforms (e.g., Zendesk, Freshdesk), CRM platforms (e.g., Salesforce, HubSpot), and communication platforms (e.g., Slack, Teams).
• Strong understanding of SaaS products, mobile app development, and web development ecosystems.
• Excellent written and verbal communication skills, with the ability to translate technical jargon into customer‑friendly language.
• Demonstrated problem‑solving aptitude and a methodical approach to troubleshooting.
• High attention to detail, organizational skills, and a commitment to delivering quality support.
• Positive, proactive attitude and a genuine passion for customer advocacy.

Preferred Qualifications

• Experience with API integration support and basic scripting (e.g., Python, Bash).
• Knowledge of cloud platforms (AWS, Azure, GCP) and containerization technologies (Docker, Kubernetes).
• Previous exposure to agile development cycles and sprint planning.
• Multilingual capabilities or experience working with international customers.
• Certifications in support frameworks (e.g., ITIL, CompTIA A+).

Core Skills & Competencies

• Customer‑Centric Mindset: Empathy, active listening, and a drive to exceed expectations.
• Technical Aptitude: Ability to quickly grasp new technologies and troubleshoot complex issues.
• Communication Excellence: Clear, concise, and persuasive written and verbal communication.
• Analytical Thinking: Data‑driven decision making and root‑cause analysis.
• Collaboration & Teamwork: Seamless coordination with engineering, product, and sales teams.
• Adaptability: Thrives in a fast‑changing environment and embraces continuous learning.
• Time Management: Prioritizes tasks effectively while meeting SLA targets.

Career Growth & Learning Opportunities

At brighthush, we believe that growth is a shared journey. As a Senior Technical Customer Support Specialist, you will:

• Progress to Senior Support Engineer or Customer Success Manager roles within 12–18 months.
• Participate in internal training programs covering advanced troubleshooting, product architecture, and leadership skills.
• Attend industry conferences, webinars, and workshops—both virtual and in‑person—to stay ahead of emerging trends.
• Engage in cross‑departmental projects that influence product roadmap and customer experience initiatives.
• Earn equity awards and performance bonuses that reward your impact on company success.
• Receive personalized coaching from senior leaders and access to a mentorship network that spans the entire organization.
• Contribute to thought leadership pieces, such as whitepapers and case studies, that showcase your expertise and the value of brighthush solutions.

Work Environment & Culture

Our remote culture is built on trust, transparency, and collaboration. You’ll enjoy:

• Flexible working hours that respect your personal rhythm.
• Regular virtual team huddles and all‑hands meetings to keep everyone aligned.
• A well‑being program that includes mental health resources, virtual fitness classes, and mindfulness sessions.
• A diversity & inclusion initiative that celebrates varied perspectives and fosters belonging.
• Access to a global network of peers through internal communication platforms, knowledge sharing sessions, and mentorship programs.
• Opportunities to lead or participate in community outreach, hackathons, and open‑source projects that align with brighthush values.
• A culture that rewards initiative, celebrates learning from failures, and encourages experimentation.

Compensation & Benefits

While specific figures vary by location and experience, brighthush offers:

• Competitive base salary aligned with Apply for this job