Senior Technical Customer Support Specialist – Tier 2 Escalation Lead & Product Collaboration Champion – Driving Customer Success, Product Excellence, and Continuous Improvement at brighthush

About brighthush

brighthush is a forward‑thinking technology company that empowers businesses to unlock the full potential of their digital ecosystems. With a portfolio that spans cloud‑native SaaS, data‑driven analytics, and AI‑powered automation, we help organizations across finance, healthcare, and logistics transform how they operate, innovate, and deliver value to their customers. Our mission is simple: enable every team to work smarter, faster, and more collaboratively. Whether you’re a seasoned engineer, a data scientist, or a customer‑facing specialist, brighthush offers a culture of continuous learning, experimentation, and impact.

Why Join brighthush?

At brighthush, we believe that the best ideas come from people who are challenged, supported, and empowered to grow. That’s why we invest heavily in our people through mentorship programs, cross‑functional projects, and a robust learning platform that covers everything from advanced troubleshooting to leadership development. Our remote‑first model gives you the flexibility to work from anywhere while staying connected to a vibrant community of innovators. If you’re passionate about solving complex problems, collaborating across teams, and driving measurable improvements, brighthush is the place for you.

Job Summary

As a Senior Technical Customer Support Specialist (Tier 2) at brighthush, you will be the linchpin between our customers and the engineering and product teams. You’ll own escalated tickets that require deep technical analysis, provide rapid, durable solutions, and continuously refine our support processes. Your work will directly influence customer satisfaction, product quality, and the overall efficiency of our support organization.

Key Responsibilities

• Escalation Ownership – Take full responsibility for tickets that exceed Level 1 complexity, including integrations, configuration nuances, environment‑specific behaviors, and data integrity issues.
• Advanced Triage & Diagnostics – Analyze logs, traces, API calls, feature flags, data models, and environment variables; replicate problems in sandbox environments to isolate root causes.
• Work‑Around & Resolution Delivery – Design, validate, and document temporary or permanent work‑arounds, ensuring they meet SLA targets and are communicated clearly to customers.
• Cross‑Functional Collaboration – Partner with Engineering and Product to investigate defects, assess feature behavior, and evaluate release impacts. Submit high‑quality bug reports with reproducible steps and impact assessments.
• Problem Management & Pattern Recognition – Identify recurring incident patterns, propose problem records, and lead root‑cause investigations that result in actionable improvements.
• Process & Knowledge Base Enhancement – Refine SOPs, runbooks, and knowledge‑base articles to increase first‑contact resolution (FCR) rates and reduce ticket volume.
• Mentorship & Coaching – Provide day‑to‑day guidance to Level 1 agents through informal mentoring, spot‑checks, and shadowing; participate in post‑incident reviews to share lessons learned.
• Continuous Improvement Advocacy – Champion telemetry enhancements, feature improvements, and product documentation updates that reduce future escalations.

Essential Qualifications

• 2–4 years of product or technical support experience with a proven track record of handling escalations.
• Proficiency in at least one diagnostic domain: browser/network tools (DevTools, HAR), API/JSON, SQL basics, log aggregation/observability (e.g., Splunk, Datadog), or SSO/identity flows.
• Hands‑on experience with ITSM tools and backlog systems such as Jira; comfortable reading release notes and deployment change logs.
• Strong analytical and problem‑solving skills, with the ability to distill complex technical concepts into clear, actionable guidance for both customers and Level 1 staff.
• Excellent written and verbal communication skills, capable of drafting concise bug reports, knowledge‑base articles, and internal documentation.

Preferred Qualifications

• Experience in a SaaS or cloud‑native environment where rapid iteration and continuous delivery are the norm.
• Familiarity with telemetry and monitoring tools beyond basic log aggregation, such as Prometheus, Grafana, or New Relic.
• Background in scripting or automation (Python, Bash, PowerShell) to expedite troubleshooting and data extraction.
• Prior involvement in product road‑mapping or feature prioritization discussions.
• Certifications in ITIL, AWS, or related cloud platforms.

Core Competencies & Skills

• Technical Depth – Deep understanding of web technologies, APIs, data models, and system architecture.
• Root Cause Thinking – Ability to trace issues back to their source and propose sustainable fixes.
• Cross‑Functional Collaboration – Comfortable working with engineering, product, QA, and customer success teams.
• Written Clarity – Craft clear, concise documentation that can be understood by non‑technical stakeholders.
• Coaching Mindset – Passion for mentoring others and elevating the overall skill level of the support organization.
• Adaptability & Resilience – Thrive in a fast‑paced environment with shifting priorities and high‑volume incidents.

Performance Metrics (KPIs)

• Escalated ticket resolution time (Tier 2 queue)
• Reduction in ticket re‑opens and handoffs
• Bug report quality (engineering acceptance rate)
• Knowledge‑base impact (views, deflection, article helpfulness)
• Contribution to problem management (closed problems/work‑arounds published)
• Coaching impact (Level 1 FCR uplift, fewer incorrect escalations)

Career Growth & Learning Opportunities

At brighthush, your career trajectory is defined by the value you bring and the impact you create. As a Tier 2 specialist, you’ll have the chance to:

• Lead cross‑team initiatives that shape product quality and customer experience.
• Transition into roles such as Support Engineer, Product Analyst, or Technical Program Manager.
• Earn certifications and attend industry conferences, with full reimbursement for relevant courses.
• Participate in internal hackathons and innovation challenges that reward creative problem‑solving.
• Mentor new hires and contribute to the design of onboarding programs.

Work Environment & Culture

brighthush thrives on a culture of transparency, collaboration, and continuous improvement. Our remote‑first model means you can work from anywhere while staying connected through weekly virtual town halls, real‑time chat channels, and quarterly all‑hands meetings. We celebrate diversity, equity, and inclusion through employee resource groups, unconscious bias training, and a commitment to equitable hiring practices. Every team member is encouraged to bring their authentic self to work and to challenge the status quo.

Compensation, Perks & Benefits

• Base salary commensurate with experience and market benchmarks.
• Performance‑based bonuses tied to individual and team metrics.
• Comprehensive health, dental, and vision insurance.
• Flexible paid time off and a generous parental leave policy.
• Unlimited remote work flexibility with a stipend for home‑office setup.
• 401(k) matching (or equivalent) and financial wellness resources.
• Wellness programs, including virtual fitness classes and mental health support.
• Annual learning stipend for courses, certifications, or conferences.

Ready to Make an Impact?

If you’re a proactive, technically savvy support professional who thrives on solving complex problems and driving process excellence, we want to hear from you. Join brighthush and become part of a team that values curiosity, collaboration, and continuous growth. Apply today and help shape the future of customer experience at a company that’s as ambitious about technology as it is about people.

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