Senior Tier 2 Technical Support Specialist – Voice, Chat, Email & Cloud Integration Champion Driving Customer Success & Innovation at brighthush (Remote) – Empowering Global Digital Communication

About brighthush – Pioneering the Future of Digital Customer Experience

At brighthush, we’re more than a technology partner – we’re the catalyst that propels businesses into the next era of customer engagement. From finance and healthcare to retail and the public sector, our solutions empower organizations to harness cloud, cybersecurity, analytics, and next‑generation communication tools. The result? Seamless, customer‑centric experiences that feel intuitive, reliable, and future‑ready. Our global footprint and relentless focus on innovation mean that every interaction we design is a step toward a smarter, more connected world.

Why brighthush? The Opportunity That Drives Innovation

In a world where every touchpoint matters, brighthush is redefining how businesses connect with their customers. We blend cutting‑edge technology with a culture of continuous learning, ensuring that our teams are always at the forefront of industry trends. If you thrive on problem‑solving, value customer satisfaction, and want to grow in a collaborative, high‑velocity environment, this role is your gateway to making a tangible impact.

What Makes brighthush Stand Out

• Innovation at Scale: We invest heavily in research and development, creating products that set industry standards.
• Global Reach, Local Touch: With clients in over 50 countries, we combine global expertise with a deep understanding of local market nuances.
• Data‑Driven Decision Making: Every product iteration is guided by real‑time analytics, ensuring that we deliver measurable value.
• Commitment to Sustainability: Our solutions help clients reduce carbon footprints while improving operational efficiency.

Role Overview – Your Impact as a Tier 2 Specialist

As a Senior Tier 2 Technical Support Specialist, you will be the linchpin that keeps our customers’ communication ecosystems running smoothly. Your expertise will translate into faster resolution times, higher customer satisfaction scores, and a stronger reputation for brighthush as a trusted partner.

Day in the Life

• Start your shift by reviewing the overnight ticket backlog and prioritizing high‑impact issues.
• Engage with customers via voice, chat, and email, diagnosing and resolving complex technical problems.
• Collaborate with cross‑functional teams—product, engineering, and sales—to surface root causes and drive permanent fixes.
• Document solutions in the knowledge base, ensuring that future teammates can benefit from your insights.
• Participate in on‑call rotations, providing 24/7 coverage for our global client base.
• Contribute to continuous improvement initiatives, such as process automation and self‑service enhancements.

Key Responsibilities

• Advanced Troubleshooting: Resolve complex technical issues related to voice, chat, email, and cloud integration platforms, ensuring minimal downtime for clients.
• Root Cause Analysis: Conduct in‑depth investigations to identify underlying problems, collaborating with engineering to implement long‑term solutions.
• Customer Advocacy: Serve as the primary point of contact for high‑priority customers, maintaining a proactive communication cadence and delivering exceptional service.
• Knowledge Management: Author and maintain detailed troubleshooting guides, FAQs, and best‑practice documents for internal use and customer self‑service portals.
• Process Improvement: Identify bottlenecks in support workflows, propose automation or tooling enhancements, and lead pilot projects to streamline operations.
• Mentorship & Coaching: Provide guidance to junior Tier 1 and Tier 2 agents, sharing expertise and fostering a culture of continuous learning.
• Metrics & Reporting: Track key performance indicators (KPIs) such as first‑contact resolution, ticket volume, and customer satisfaction scores, presenting insights to leadership.
• Compliance & Security: Ensure all support activities adhere to industry regulations (GDPR, HIPAA, PCI‑DSS) and internal security policies.

Essential Qualifications

• Minimum of 5 years of experience in technical support or engineering roles, with at least 3 years in a Tier 2 or higher capacity.
• Proven expertise in voice, chat, email, and cloud integration technologies (e.g., SIP, WebRTC, brighthush platforms).
• Strong analytical skills, with the ability to dissect complex systems and identify root causes quickly.
• Excellent written and verbal communication skills in English; additional languages are a plus.
• Experience with ticketing systems (e.g., brighthush Service Desk, brighthush Connect) and knowledge‑base platforms.
• Familiarity with ITIL best practices and a customer‑centric mindset.
• Ability to work independently in a remote environment, managing time zones and maintaining high productivity.

Preferred Qualifications

• Certifications such as brighthush Certified Administrator, brighthush Certified Solutions Architect, or CCNA.
• Background in software development or system administration, with scripting experience in Python, Bash, or PowerShell.
• Experience in a SaaS or cloud‑native company, especially within the communications or customer experience space.
• Knowledge of compliance frameworks (ISO 27001, SOC 2) and data privacy regulations.
• Previous involvement in product beta testing or feature rollout programs.

Skills & Competencies

• Technical Proficiency: Deep understanding of VoIP protocols, email infrastructure, and cloud services.
• Problem‑Solving: Ability to think critically, troubleshoot under pressure, and deliver creative solutions.
• Customer Focus: Passion for delivering exceptional service and turning challenging situations into positive outcomes.
• Collaboration: Comfortable working with cross‑functional teams, translating technical details into business value.
• Adaptability: Thrives in a fast‑moving environment, quickly learning new tools and processes.
• Documentation: Strong writing skills to produce clear, concise, and actionable knowledge‑base content.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the technology we build. As a Senior Tier 2 Specialist, you’ll have the chance to:

• Lead cross‑team initiatives that shape product roadmaps and support strategies.
• Earn advanced certifications and attend industry conferences at no cost.
• Transition into specialized roles such as Solutions Architect, Product Manager, or Technical Program Manager.
• Mentor new hires and contribute to the development of the next generation of support leaders.

Work Environment & Company Culture

Our remote-first culture is built on trust, transparency, and a shared commitment to excellence. You’ll experience:

• Flexible work hours that respect your personal and professional life.
• Weekly virtual coffee chats and monthly all‑hands meetings to keep everyone aligned.
• A culture of continuous learning, with access to an extensive internal learning platform.
• Inclusive and diverse teams that celebrate different perspectives and ideas.

Compensation, Perks, and Benefits

While the exact figures are tailored to experience and location, brighthush offers a competitive salary package that includes:

• Base salary plus performance‑based bonuses.
• Comprehensive health, dental, and vision insurance.
• 401(k) matching and a generous paid‑time‑off policy.
• Unlimited learning budget for courses, certifications, and conferences.
• Equity options to share in the company’s long‑term success.
• Monthly wellness stipend and access to virtual fitness classes.

Ready to Join the brighthush Team?

If you’re passionate about solving complex technical challenges, delighting customers, and driving innovation in a fast‑paced, remote environment, we want to hear from you. Apply today and become a key player in shaping the future of digital customer experience with brighthush.