Senior Tier 2 Customer Support Specialist – Advanced Technical Troubleshooting & Customer Success Champion – Remote, Global, AI‑Enabled Learning Technology Leader at brighthush

About brighthush and the Future of Learning Technology

brighthush is redefining how organizations learn, grow, and innovate. Our cloud‑native, AI‑powered platform blends adaptive learning, micro‑credentialing, and real‑time analytics to create personalized learning journeys that drive measurable business outcomes. From Fortune 500 enterprises to forward‑thinking universities, we partner with a diverse range of customers across North America, Europe, Asia, and beyond. Our mission is simple yet ambitious: unlock growth by delivering transformative learning experiences that create lasting impact across the entire customer lifecycle.

As we accelerate our growth, we’re looking for a technically savvy, customer‑centric professional to join our Tier 2 Support squad. In this role, you’ll be the linchpin that turns complex technical challenges into seamless solutions, while championing the voice of the customer across our product and engineering teams.

Why brighthush is the Place to Grow Your Career

At brighthush, every ticket you close, every insight you share, directly shapes the learning journeys of thousands of users worldwide. We foster an impact‑driven culture where your work translates into real business value. Here’s what you’ll experience:

• Professional Development – Access to industry conferences, certifications, and a vibrant internal knowledge hub that keeps you at the cutting edge of learning technology.
• Diverse & Inclusive Environment – A global team that brings together a rich tapestry of perspectives, ensuring every voice is heard.
• Flexible Remote Work – Work from anywhere while staying connected to a collaborative, results‑oriented culture.
• Competitive Compensation & Equity – Earn a market‑competitive salary, equity opportunities, and a comprehensive benefits package that rewards your contributions.
• Work‑Life Balance – Generous paid time off, wellness programs, and a supportive environment that values your well‑being.

Key Responsibilities

1. Advanced Technical Support & Issue Resolution

• Primary Escalation Point – Act as the go‑to expert for complex issues escalated from Tier 1, ensuring swift, accurate resolution while maintaining a high level of customer satisfaction.
• Root Cause Analysis – Dive deep into platform functionality, integrations, authentication flows, and performance metrics to pinpoint underlying problems and recommend long‑term fixes.
• Diagnostic Mastery – Leverage system logs, API traces, and platform telemetry to construct comprehensive troubleshooting workflows that can be replicated across the support organization.
• Best‑Practice Guidance – Provide customers with configuration recommendations that enhance performance, security, and usability, and document these practices for future reference.
• Customer‑Focused Communication – Deliver timely, professional updates throughout the resolution lifecycle, maintaining a positive brand experience and fostering trust.

2. Incident & Escalation Management

• Case Ownership – Take full responsibility for escalated tickets, driving them to closure while meeting SLA targets and ensuring clear documentation.
• Prioritization & Coordination – Assess impact, triage high‑severity incidents, and coordinate cross‑functional resources to resolve issues efficiently.
• Engineering & Product Escalations – Escalate critical bugs or feature gaps to the appropriate teams, ensuring clear documentation, follow‑up, and timely resolution.
• Proactive Status Updates – Keep customers informed of progress, expected timelines, and resolution plans, reducing uncertainty and enhancing satisfaction.
• Incident Response Participation – Support critical incident management activities, including post‑mortem analysis and continuous improvement initiatives.

3. Technical Investigation & Root Cause Analysis

• In‑Depth Analysis – Conduct thorough investigations of platform behavior, application logs, and API interactions to uncover hidden patterns and systemic issues.
• Pattern Recognition – Use data analytics to detect recurring issues, trends, and pain points that can inform product improvements and support strategies.
• Documentation of Methodologies – Create repeatable troubleshooting guides and knowledge base articles that can be shared across the support organization.
• Collaboration with Product & Engineering – Validate fixes, propose enhancements, and close the feedback loop to ensure continuous product evolution.

4. Customer Advocacy & Product Improvement

• Voice of the Customer – Translate user pain points into actionable product insights that drive roadmap decisions and feature prioritization.
• Trend Identification – Highlight recurring support patterns to inform product strategy and reduce future incident volume.
• Proactive Education – Champion initiatives that reduce support volume through better onboarding, self‑service resources, and knowledge base enhancements.
• Balanced Prioritization – Advocate for customer needs while aligning with business and technical constraints to deliver sustainable solutions.

5. Knowledge Management & Support Deflection

• Content Creation – Author and maintain internal knowledge base articles, FAQs, and troubleshooting guides that empower both customers and support agents.
• Quality Assurance – Continuously refine documentation for clarity, accuracy, and accessibility, ensuring it meets the highest standards.
• Deflection Strategy – Identify opportunities to reduce ticket volume by enhancing self‑service options and improving user experience.
• Metrics Tracking – Monitor knowledge base usage and support deflection rates to gauge effectiveness and identify areas for improvement.

6. Training, Mentorship & Team Development

• Mentor Tier 1 Specialists – Share expertise, provide coaching, and elevate overall team skill levels through regular knowledge exchange sessions.
• Onboarding Support – Lead new hire training sessions, ensuring a smooth transition into the support ecosystem and fostering early success.
• Knowledge Sharing – Facilitate regular workshops and documentation reviews to promote continuous learning and collaboration.
• Process Improvement – Contribute to scalable support frameworks and enablement programs that drive operational excellence.

7. Cross‑Functional Collaboration

• Engineering & Product Partnerships – Work closely with these teams to resolve technical challenges, influence feature design, and ensure alignment with customer needs.
• Quality Assurance Involvement – Participate in QA cycles to pre‑emptively catch issues before they reach customers, improving product quality.
• Customer Success Alignment – Coordinate with CS and Account Management when support incidents impact adoption or retention, ensuring a unified customer experience.
• Process Enhancement – Drive initiatives that streamline support operations, reduce friction, and elevate customer outcomes.
• Trusted Technical Resource – Serve as a go‑to subject matter expert across all Customer Experience functions, providing guidance and expertise.

Essential Qualifications

• 1–3 years of experience in technical support, SaaS, or a related field.
• Proficiency with SSO configuration, API troubleshooting, and cloud‑native platform diagnostics.
• Strong analytical skills with the ability to dissect complex technical problems.
• Excellent written and verbal communication skills, capable of translating technical concepts for non‑technical audiences.
• Demonstrated ability to manage multiple high‑priority tickets while maintaining a high level of customer satisfaction.

Preferred Qualifications

• Experience with AI‑enhanced learning platforms or adaptive learning technologies.
• Knowledge of modern authentication protocols (OAuth, SAML, OpenID Connect).
• Familiarity with cloud service providers (AWS, Azure, GCP) and their logging/monitoring tools.
• Previous involvement in product feedback loops or feature prioritization processes.
• Experience mentoring junior support staff or leading knowledge‑sharing initiatives.

Core Skills & Competencies

• Technical Proficiency – Deep understanding of SaaS architectures, API ecosystems, and cloud infrastructure.
• Problem‑Solving Mindset – Ability to think critically, break down issues, and devise elegant solutions.
• Customer‑First Attitude – Passion for delivering exceptional service and building lasting relationships.
• Collaboration & Influence – Comfortable working cross‑functionally and influencing product decisions.
• Continuous Learning – Eagerness to stay current with emerging technologies and industry best practices.

Career Growth & Learning Opportunities

At brighthush, your career path is designed to evolve with your ambitions. Whether you aspire to become a Senior Support Engineer, a Product Owner, or a Customer Success Lead, we provide:

• Structured mentorship programs that pair you with senior leaders.
• Access to internal and external training, including certifications in cloud, AI, and product management.
• Opportunities to lead cross‑functional projects that shape the future of our platform.
• Clear promotion tracks with defined milestones and performance metrics.

Work Environment & Company Culture

brighthush thrives on a culture of innovation, collaboration, and transparency. Our remote‑first model means you’ll work with a global team that values flexibility, autonomy, and mutual respect. We celebrate diversity, encourage open dialogue, and reward creativity. Every team member is empowered to contribute ideas that shape our product roadmap and customer experience.

Compensation, Perks & Benefits

While specific figures vary by role and location, our compensation package is competitive and includes:

• Base salary aligned with market benchmarks for senior technical support roles.
• Equity options that allow you to share in the company’s long‑term success.
• Health, dental, and vision insurance plans.
• Generous paid time off, including vacation, sick leave, and personal days.
• Wellness stipend, mental health resources, and flexible work arrangements.
• Professional development budget covering conferences, courses, and certifications.

Ready to Make an Impact?

If you’re a technically adept, customer‑centric professional who thrives on solving complex problems and driving continuous improvement, we want to hear from you. Join brighthush and help shape the next generation of learning technology that empowers organizations worldwide.

Apply today and become a pivotal part of a team that transforms learning experiences, delivers measurable business outcomes, and values your growth as much as your expertise.