Senior Tier 2 Customer Support Specialist – Android POS & Hardware Troubleshooting Expert – Empowering Retail Success with brighthush’s Innovative Beverage Technology Platform

About brighthush and the Future of Beverage Retail Technology

brighthush is not just a technology vendor; it is the catalyst that is reshaping the beverage alcohol industry. By integrating point‑of‑sale (POS), payments, back‑office, and e‑commerce into a single, purpose‑built operating system, brighthush gives liquor stores, wine shops, and specialty beverage retailers the tools they need to streamline inventory, accelerate checkout, and unlock powerful analytics—all while staying fully compliant with the complex regulatory landscape that governs alcohol sales.

With a global beverage alcohol market valued at over $1.6 trillion, brighthush sits at the forefront of digital transformation. Our founding team brings deep expertise from pioneering retail technology firms, and with $28 million in funding from leading investors, we have achieved 500%+ year‑over‑year growth and processed over $1 billion in payment volume since our Series A round in 2026. Recognized by industry leaders for innovation and impact, brighthush is poised to scale its platform to thousands of retailers worldwide.

As a Senior Tier 2 Customer Support Specialist, you will be the technical champion for brighthush’s Android‑based POS platform and its integrated hardware ecosystem. Your role is to diagnose, troubleshoot, and resolve complex software and hardware issues that go beyond first‑line support. You will partner with our Product Support Engineers (Tier 3) and cross‑functional Product & Engineering teams to investigate root causes, document findings, and drive continuous improvement. Your calm, methodical approach will turn challenging moments into memorable customer experiences, ensuring that retailers remain productive and confident in our solution.

About the Team

The Support Team at brighthush is a tight‑knit group of engineers, analysts, and customer‑success professionals who thrive on solving real‑world problems. We work in a fast‑paced, remote‑first environment that encourages collaboration, experimentation, and rapid iteration. Your colleagues will include:

• Tier 3 Product Support Engineers – Deep product experts who handle the most complex bugs and feature requests.
• Product Managers – Visionaries who translate customer feedback into roadmap priorities.
• Engineering Leads – Architects who design the next generation of our Android POS stack.
• Customer Success Managers – Champions who ensure our retailers achieve their business goals.

What You’ll Do

In this role, you will be the frontline of technical excellence for brighthush’s Android POS platform and its hardware ecosystem. Your day‑to‑day responsibilities will include:

Key Responsibilities

• Deliver advanced technical support for brighthush’s Android POS systems and peripheral hardware—including touch terminals, receipt printers, barcode scanners, payment devices, and cash drawers.
• Diagnose and resolve software issues across payments, inventory management, reporting, and core platform functionality.
• Analyze system logs, network configurations, and device behavior to identify root causes of complex technical problems.
• Engage directly with customers to manage escalated support cases, providing clear, timely communication and ensuring resolution satisfaction.
• Collaborate closely with Engineering and Product teams to document bugs, reproduce issues, and prioritize fixes in the product backlog.
• Facilitate remote troubleshooting using tools such as remote desktop, device configuration scripts, and diagnostic utilities.
• Create and maintain internal troubleshooting documentation, knowledge‑base articles, and support guides to empower the broader support organization.
• Support software releases, hardware compatibility testing, and operational readiness activities to ensure smooth deployments.
• Participate in on‑call rotations for critical outages and high‑priority incidents, maintaining a 24/7 support coverage model.

What Makes Your Impact Visible

Your work will directly influence the day‑to‑day operations of thousands of retailers. By resolving issues quickly and accurately, you help:

• Reduce downtime and lost sales for our customers.
• Improve the reliability of our platform, leading to higher customer satisfaction scores.
• Identify recurring pain points that inform product enhancements.
• Build trust with retailers who rely on brighthush to keep their businesses running smoothly.

Essential Qualifications

• 1–5 years of experience in technical support, implementation, IT support, or a similar customer‑facing technical role.
• Strong troubleshooting skills with proven ability to diagnose both software and hardware issues.
• Hands‑on experience with POS systems, Android devices, payment processing, or related technical environments.
• Comfortable troubleshooting networking fundamentals—Wi‑Fi connectivity, routers, IP configuration, and remote access tools.
• Excellent organizational skills and meticulous attention to detail when managing multiple concurrent tickets.
• Self‑motivated, able to work independently, prioritize effectively, and communicate clearly under pressure.
• Customer‑focused mindset with strong written and verbal communication skills.
• Curiosity, hands‑on approach, and a drive to continuously learn and improve technical expertise.

Preferred Qualifications

• Experience in the beverage alcohol or retail technology sector.
• Knowledge of payment gateway integrations, PCI compliance, and regulatory requirements for alcohol sales.
• Familiarity with remote diagnostic tools and scripting languages (e.g., Bash, PowerShell).
• Previous exposure to on‑call rotations and incident response processes.
• Experience creating and maintaining knowledge‑base content or technical documentation.

Core Skills & Competencies

• Technical Acumen – Deep understanding of Android OS, POS hardware, and payment ecosystems.
• Problem‑Solving – Ability to dissect complex issues, identify patterns, and propose effective solutions.
• Communication – Clear, concise, and empathetic communication with customers and internal stakeholders.
• Collaboration – Strong teamwork skills, working seamlessly with Engineering, Product, and Operations.
• Adaptability – Comfortable navigating evolving technology stacks and rapidly changing priorities.
• Customer Advocacy – Passion for delivering exceptional service and turning challenges into opportunities.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the industry we serve. As a Tier 2 specialist, you will:

• Advance to a Tier 3 Product Support Engineer role, gaining deeper product ownership and influencing roadmap decisions.
• Transition into a Product Management or Engineering position, leveraging your hands‑on technical experience and customer insights.
• Lead cross‑functional initiatives such as hardware integration projects, release management, or customer success programs.
• Participate in continuous learning programs, including certifications in Android development, networking, or payment security.
• Mentor junior support staff, fostering a culture of knowledge sharing and professional growth.

Work Environment & Company Culture

brighthush thrives on a culture of innovation, collaboration, and inclusivity. Our remote‑first environment empowers you to work from anywhere while staying connected through daily stand‑ups, weekly hackathons, and open‑door leadership sessions. We celebrate diversity, encourage experimentation, and reward bold ideas that drive customer success. Our team values transparency, accountability, and a relentless focus on delivering value to our retail partners.

Compensation, Perks, and Benefits

• Competitive Base Salary: $65,000 – $75,000, commensurate with experience and qualifications.
• Equity Package: Opportunity to own a stake in brighthush’s growth.
• Health & Wellness: Comprehensive medical, dental, and vision coverage.
• Unlimited Flexible PTO: Balance work and life on your terms.
• Professional Development: Budget for conferences, courses, and certifications.
• Team Events: Quarterly virtual socials, hackathons, and community outreach initiatives.
• Technology Stipend: Support for home office setup and equipment.

Why Join brighthush?

• Impactful Work: Solve real‑world problems that directly influence the operations of thousands of retailers.
• Collaborative Innovation: Work side‑by‑side with Engineering to shape product quality and operational excellence.
• Technical Mastery: Gain hands‑on experience across software, hardware, networking, and payments systems.
• Fast‑Growing Platform: Be part of a team building modern infrastructure for a massive, evolving industry.
• Inclusive Culture: Thrive in an environment that values diverse perspectives and fosters belonging.

Equal Opportunity & Diversity Statement

brighthush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Ready to Make a Difference?

If you are passionate about technology, customer success, and driving innovation in the beverage alcohol retail space, we want to hear from you. Join brighthush and help us build the future of retail technology—one transaction at a time.

How to Apply

Ready to take the next step in your career? Click the link below to submit your application and join the brighthush team.

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