Senior Tier 1 Technical Support Specialist – Remote Client Success & Knowledge Management for Veterinary Imaging at brighthush

About brighthush

brighthush is a pioneering force in veterinary imaging technology, delivering state‑of‑the‑art software that empowers veterinary practices, hospitals, and specialists to store, view, share, and report on diagnostic images—radiographs, ultrasound, CT, and more—securely from anywhere in the world. Our flagship Keystone PACS suite is engineered specifically for the veterinary industry, seamlessly integrating with leading practice management systems and powering teleconsultation workflows that help veterinarians make confident, data‑driven medical decisions. As part of the broader brighthush family, we are committed to innovation, quality, and the well‑being of animals and the professionals who care for them.

Why This Role Matters

As the first line of support for our veterinary partners, you will be the trusted voice that keeps their diagnostic workflows running smoothly. Your expertise will directly influence the quality of patient care, allowing veterinary teams to focus on what they do best—treating animals—while you handle the technical challenges that arise with our software. This role is pivotal in maintaining the high standards of reliability and customer satisfaction that define brighthush.

What You’ll Do Every Day

Client Interaction & Relationship Building

• Primary Point of Contact: Serve veterinary practices and hospitals via phone, email, and live chat, delivering clear, empathetic, and concise assistance to users of all technical levels.
• Build Trust: Develop lasting relationships with end‑users, understanding their workflows and pain points to provide tailored solutions.
• Proactive Outreach: Identify opportunities to educate clients on new features or best practices through webinars, newsletters, and one‑on‑one sessions.

Troubleshooting & Issue Resolution

• Structured Diagnosis: Use a systematic approach to isolate problems related to access, connectivity, image viewing, sharing, user settings, and general “how‑to” questions.
• Root Cause Analysis: Investigate recurring issues, document findings, and collaborate with engineering to implement permanent fixes.
• Escalation Management: Identify complex or high‑priority tickets that require deeper technical intervention, escalating to Technical Support or Product teams with comprehensive, well‑documented notes.

Knowledge Base & Process Improvement

• Content Creation: Write, edit, and update knowledge base articles, FAQs, and step‑by‑step guides, ensuring accuracy and user‑friendliness.
• Continuous Enhancement: Monitor recurring issues and user feedback, collaborating with product, engineering, and quality assurance teams to propose and implement improvements that reduce ticket volume and enhance user experience.
• Metrics & Reporting: Log all interactions in our ticketing system with meticulous detail, generate weekly and monthly reports on ticket trends, resolution rates, and customer satisfaction metrics.

Performance & Growth

• KPIs: Meet or exceed response and resolution time targets, prioritizing urgent requests that impact patient care.
• Continuous Learning: Stay current with product updates, industry trends, and emerging technologies in veterinary imaging and practice management.
• Career Path: Transition into specialized roles such as Technical Support Engineer, Product Specialist, or Customer Success Manager.

Essential Qualifications

• Minimum of 2 years of experience in customer support or technical support, preferably within a SaaS or software environment.
• Proficiency with ticketing or help‑desk systems such as Zendesk, Freshdesk, or Jira Service Management.
• Exceptional verbal and written communication skills, with a demonstrated ability to explain technical concepts in plain language to non‑technical users.
• Strong problem‑solving mindset and meticulous attention to detail when documenting cases.
• Capacity to manage a high volume of support requests while effectively prioritizing tasks.
• Quick learner with the ability to adapt to new software and processes rapidly.

Preferred (Nice to Have) Qualifications

• Experience in veterinary, animal health, or healthcare technology sectors.
• Familiarity with medical imaging, PACS, or practice management software.
• Basic technical knowledge of networking, web browsers, and Windows operating systems.
• Previous exposure to remote or virtual support environments.

Core Skills & Competencies

• Customer‑Centric Mindset: Passion for helping veterinary professionals and a genuine interest in animal health.
• Technical Aptitude: Ability to quickly grasp new software features and troubleshoot technical issues.
• Communication Excellence: Clear, concise, and empathetic communication across multiple channels.
• Time Management: Efficiently juggle multiple tickets, deadlines, and priorities.
• Collaboration: Works seamlessly with cross‑functional teams—product, engineering, and quality assurance—to drive continuous improvement.
• Adaptability: Thrives in a fast‑moving, evolving technology landscape.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing a clear career path. As a Customer Support Specialist, you will have access to:

• Structured onboarding and mentorship programs that accelerate your learning curve.
• Regular training sessions on new product releases, industry best practices, and advanced troubleshooting techniques.
• Opportunities to transition into specialized roles such as Technical Support Engineer, Product Specialist, or Customer Success Manager.
• Participation in cross‑departmental projects that influence product roadmap and customer experience.
• Access to a global network of professionals through virtual meetups, webinars, and internal communities.
• Annual hackathon and innovation challenges to apply your ideas to real‑world problems.

Work Environment & Company Culture

brighthush is a fully remote, work‑from‑home organization that values flexibility, autonomy, and work‑life balance. Our culture is built on:

• Mission‑Driven Purpose: Every day, we contribute to better animal care and veterinary practice efficiency.
• Diversity & Inclusion: A welcoming environment where diverse perspectives are celebrated.
• Collaboration & Transparency: Open communication channels across all levels of the organization.
• Continuous Improvement: A culture that encourages experimentation, learning from failures, and celebrating successes.
• Employee Well‑Being: Supportive policies that prioritize mental and physical health.
• Community Impact: Volunteer opportunities and partnerships with animal shelters and veterinary schools.

Compensation, Perks, and Benefits

While specific figures may vary based on experience and location, brighthush offers a competitive compensation package that includes:

• Base salary commensurate with market standards for remote SaaS support roles.
• Annual performance bonus potential.
• Comprehensive health benefits: medical, dental, vision, basic life, AD&D, short‑ and long‑term disability, and voluntary life coverage.
• 401(k) retirement plan with company match.
• Unlimited paid time off (PTO) to support work‑life balance.
• Fully remote work‑from‑home setup, including a stipend for home office equipment.
• Professional development budget for courses, certifications, and conferences.
• Employee wellness programs and mental health resources.
• Annual team retreats and virtual social events.

Ready to Make a Difference?

If you are passionate about technology, customer service, and animal health, and you thrive in a fast‑paced, remote environment, we want to hear from you. Join brighthush and become part of a mission‑driven team that is redefining veterinary imaging and improving the lives of animals worldwide.

Apply today and help us bring clarity, speed, and confidence to veterinary diagnostics.