Senior Technical Customer Support Specialist – Remote, SaaS & Cash Processing Solutions Expert – Drive Customer Success at brighthush

About brighthush

brighthush is a forward‑thinking technology partner that empowers businesses worldwide with cutting‑edge SaaS solutions. Our core focus is on streamlining cash processing and transportation, enabling organizations to stay competitive in an increasingly digital payment landscape. With a global footprint that spans Canada, the United States, and Australia, we pride ourselves on delivering world‑class customer service, innovative technology, and a culture that values collaboration, continuous learning, and measurable impact.

Why brighthush is the Right Choice for Your Career

At brighthush, you’ll join a dynamic team of engineers, product managers, and support specialists who are passionate about solving real‑world problems. We champion a flexible remote work environment, competitive compensation, and a comprehensive benefits package that supports both your professional growth and personal well‑being. Whether you’re a seasoned support professional or a recent graduate eager to make your mark, brighthush provides the resources, mentorship, and opportunities to thrive.

Role Overview

We are seeking an Experienced Technical Customer Support Specialist to become the primary point of contact for our Australian customers. In this role, you will ensure they receive exceptional onboarding, training, and ongoing support for our cloud‑based cash processing platform. You will collaborate closely with cross‑functional teams to resolve complex technical issues, gather user feedback, and contribute to product enhancements that shape the future of cash management.

Key Responsibilities

• Client Onboarding & Training: Lead the end‑to‑end onboarding process for new clients, including system configuration, user training, and best‑practice workshops that accelerate adoption.
• Technical Troubleshooting: Diagnose and resolve technical issues reported by customers, applying a structured root‑cause analysis methodology and escalating when necessary.
• Proactive Support: Monitor system health dashboards, identify potential pain points, and provide proactive guidance to prevent downtime and improve user satisfaction.
• Feature Validation: Participate in beta testing of new features and updates, delivering detailed feedback on usability, performance, and potential bugs.
• Cross‑Functional Collaboration: Work closely with product, engineering, and development teams to relay customer insights, prioritize enhancements, and ensure timely delivery.
• Documentation & Knowledge Base: Create and maintain clear, concise support documentation, FAQs, and knowledge‑base articles to empower customers and reduce ticket volume.
• Performance Metrics: Track and report on key support metrics (e.g., ticket resolution time, customer satisfaction scores) to drive continuous improvement.
• Customer Advocacy: Serve as the voice of the customer within brighthush, championing user needs and ensuring that product roadmaps reflect real‑world requirements.

Essential Qualifications

• Minimum of 3 years of experience in technical customer support, preferably within SaaS or financial technology environments.
• Strong analytical and problem‑solving skills, with the ability to troubleshoot complex technical issues quickly and accurately.
• Excellent verbal and written communication skills in English; fluency in Spanish is a significant advantage.
• Demonstrated ability to work independently in a remote setting, managing time, priorities, and communication effectively.
• Comfortable with cloud‑based platforms, APIs, and basic scripting (e.g., PowerShell, Bash, or Python).
• Experience with ticketing systems (e.g., Zendesk, ServiceNow) and CRM tools.

Preferred Qualifications

• Background in cash processing, cash‑in‑transit, or related financial services industries.
• Experience with payment processing systems, digital wallets, or related fintech solutions.
• Knowledge of compliance standards (PCI‑DSS, ISO 27001) and data security best practices.
• Previous involvement in product beta testing or user‑experience research.
• Certifications in ITIL, CompTIA A+, or related fields.

Skills & Competencies

• Customer‑centric mindset with a passion for delivering exceptional service.
• Strong communication skills, capable of translating technical concepts to non‑technical audiences.
• Adaptability and resilience in a fast‑paced, evolving environment.
• Team player who thrives in cross‑functional collaboration.
• Proactive problem‑solving and continuous improvement orientation.
• Time‑management skills that enable juggling multiple high‑priority tickets.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear career pathways. As a Technical Customer Support Specialist, you will have the opportunity to:

• Advance to a Senior Support Engineer or Technical Account Manager role, taking on more complex customer relationships and strategic initiatives.
• Transition into product management or engineering teams based on your interests and performance, leveraging your deep customer insights.
• Participate in ongoing training programs, including certifications, workshops, and industry conferences that keep you at the forefront of technology trends.
• Lead internal knowledge‑sharing sessions and contribute to the development of support best practices that elevate the entire organization.
• Earn recognition through our internal awards program, celebrating exceptional customer impact and innovation.

Work Environment & Company Culture

brighthush fosters a culture of transparency, collaboration, and innovation. Our remote team enjoys:

• Flexible work hours that accommodate different time zones, ensuring a healthy work‑life balance.
• Regular virtual team‑building events, hackathons, and wellness initiatives that strengthen community and creativity.
• A culture of open feedback, where every voice is heard and valued, and ideas are evaluated on merit.
• Access to cutting‑edge tools and technologies that enable you to do your best work from anywhere.
• Structured mentorship programs that pair you with senior leaders and subject‑matter experts.
• Annual “Innovation Day” where teams pitch new ideas that could shape the next generation of brighthush products.

Compensation & Benefits

We offer a competitive base salary ranging from $70,000 to $85,000 AUD, commensurate with experience. In addition, you will receive:

• Three weeks of paid vacation per year, with the option to accrue additional days for long‑term employees.
• Paid statutory holidays and sick days, ensuring you can rest and recover when needed.
• Health, dental, and vision insurance coverage for you and your dependents.
• Retirement savings plan with employer matching, helping you secure your future.
• Professional development stipend and access to online learning platforms such as Coursera, Udemy, and LinkedIn Learning.
• Equity options as part of our long‑term incentive program, allowing you to share in brighthush’s success.
• Flexible work‑from‑home stipend to support your home office setup.
• Annual wellness stipend for gym memberships, meditation apps, or other health‑related activities.

How to Apply

If you are a proactive, customer‑focused technical specialist ready to make a real impact, we encourage you to apply today. Submit your resume and a brief cover letter outlining your relevant experience and why you’re excited about joining brighthush.

Ready to take the next step in your career?