Senior Technical Customer Support Specialist – Tier 2 Escalations, Product Excellence & Continuous Improvement

About brighthush

brighthush is a global technology leader that empowers businesses to transform their operations through cutting‑edge software, data analytics, and integrated solutions. With a portfolio that spans real‑estate management, industrial safety, and digital asset optimization, we help our clients unlock new levels of efficiency, safety, and profitability. Our culture is built on curiosity, collaboration, and a relentless pursuit of excellence. At brighthush, we believe that every challenge is an opportunity to innovate, and every team member has the chance to shape the future of the industry.

Why Join brighthush?

As a Tier 2 Technical Customer Support Specialist, you will be at the heart of our customer success engine. You’ll work closely with engineering, product, and operations teams to resolve complex issues, drive product improvements, and elevate the support experience for thousands of users worldwide. In addition to a competitive salary and comprehensive benefits, you’ll enjoy:

• Remote work flexibility – based in Brazil or anywhere you choose.
• Unlimited learning budget – access to courses, certifications, and conferences.
• Inclusive culture – diversity, equity, and inclusion are core to our values.
• Impactful projects – your work directly influences product roadmaps and customer satisfaction.
• Career acceleration – clear pathways to senior support, product, or engineering roles.

Role Overview

As a Tier 2 Specialist, you will handle escalated tickets that require deeper technical analysis, collaborate with cross‑functional teams to root‑cause issues, and continuously improve our support processes. You will be the bridge between customers and the product, ensuring that every problem is resolved efficiently and that our knowledge base evolves to prevent future incidents.

Key Responsibilities

• Escalation Management: Own and resolve tickets that exceed Level 1 complexity, focusing on integrations, configuration nuances, environment‑specific behaviors, and data integrity.
• Advanced Triage & Diagnostics: Analyze logs, traces, API calls, feature flags, data models, and environment variables. Reproduce issues in test or sandbox environments to isolate root causes.
• Work‑Around & Resolution Delivery: Create and validate temporary or permanent work‑arounds, ensuring durable solutions are delivered within defined SLAs.
• Bug & Feature Collaboration: Partner with Engineering and Product to document defects, propose feature enhancements, and assess release impacts. File high‑quality bug reports with clear reproduction steps and impact statements.
• Problem Management: Identify incident patterns, propose problem records, and lead root‑cause investigations. Publish work‑arounds and problem resolutions to the knowledge base.
• Process & Knowledge Improvement: Refine SOPs, runbooks, and KB articles. Recommend telemetry and product improvements that increase first‑contact resolution (FCR).
• 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.
• Metrics & Continuous Improvement: Track and report on KPIs such as escalation resolution time, defect quality, KB impact, and coaching outcomes. Use data to drive process enhancements.

Essential Qualifications

• 2–4 years of experience in product or technical support, 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; ability to simplify complex technical concepts for customers and support staff.
• Excellent written communication – clear, concise, and customer‑focused documentation.
• Self‑motivated, collaborative, and eager to learn new technologies.

Preferred Qualifications

• Experience with cloud platforms (AWS, Azure, GCP) and containerization (Docker, Kubernetes).
• Knowledge of CI/CD pipelines and automated testing frameworks.
• Background in data modeling, ETL processes, or business intelligence tools.
• Previous exposure to a SaaS product with a global customer base.
• Certifications such as CompTIA A+, Network+, or a cloud‑specific credential.

Core Competencies

• Technical Depth – deep understanding of software architecture and troubleshooting.
• Root Cause Thinking – systematic approach to diagnosing and resolving issues.
• Cross‑Functional Collaboration – effective partnership with engineering, product, and operations.
• Written Clarity – clear, concise documentation and communication.
• Coaching Mindset – commitment to mentoring and uplifting teammates.

Career Growth & Learning Opportunities

At brighthush, your growth trajectory is supported by:

• Mentorship programs that pair you with senior engineers and product managers.
• Annual learning stipend for courses, certifications, and industry conferences.
• Clear promotion paths: Tier 2 Specialist → Senior Specialist → Support Lead → Product or Engineering roles.
• Cross‑team projects that expose you to new technologies and business domains.
• Regular performance reviews focused on skill development and career aspirations.

Work Environment & Culture

brighthush thrives on a culture of transparency, agility, and continuous improvement. Our remote teams collaborate through real‑time communication tools, weekly stand‑ups, and shared knowledge repositories. We celebrate diversity, encourage open dialogue, and reward innovative thinking. Whether you’re troubleshooting a critical incident or brainstorming a new feature, you’ll find a supportive environment that values your contributions.

Compensation & Benefits

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

• Base salary commensurate with market rates for Tier 2 support specialists.
• Performance‑based bonuses tied to key metrics such as resolution time, defect quality, and customer satisfaction.
• Health, dental, and vision insurance plans.
• Retirement savings plan with company match.
• Paid time off, including vacation, sick leave, and public holidays.
• Flexible work hours and remote work options.
• Wellness programs, including mental health resources and fitness stipends.

Performance Metrics (KPIs)

• Escalated ticket resolution time (L2 queue).
• Reduction in ticket re‑opens and handoffs.
• Defect/bug report quality (engineering acceptance rate).
• KB impact – article views, deflection rate, and user feedback.
• Contribution to problem management – closed problems and published work‑arounds.
• Coaching impact – L1 FCR uplift, fewer incorrect escalations.

How to Apply

Ready to make a tangible impact on our customers and product? Submit your application through our careers portal or click the link below. We look forward to exploring how your expertise can help brighthush continue to deliver world‑class solutions to our global customer base.

Apply to this role now

Equal Opportunity Employer

brighthush is committed to creating a diverse and inclusive workplace. We welcome applicants of all backgrounds, identities, and experiences. If you require a reasonable accommodation during the application process, please contact us at [email protected].