Senior Tier 2 Technical Support Specialist – Voice, Chat, Email & Cloud Integration Expert – Championing Customer Success, Innovation, and Operational Excellence at brighthush (Remote) – Shape the Future of Global Digital Communication and Customer Experience

Welcome to brighthush – The Vanguard of Digital Customer Experience

At brighthush, we don’t just build communication tools – we architect the future of how businesses connect with their customers. Our cloud‑native, analytics‑driven platform powers voice, chat, email, and unified communications for enterprises across finance, healthcare, retail, public sector, and beyond. With a presence in more than 50 countries, we blend global expertise with local nuance, ensuring every interaction feels intuitive, secure, and forward‑thinking.

Why This Role is Your Opportunity to Drive Impact

In an era where every customer touchpoint can make or break a brand, the Senior Tier 2 Technical Support Specialist is the linchpin that keeps our clients’ communication ecosystems humming. Your deep technical acumen, coupled with a passion for customer advocacy, will translate into faster resolution times, higher satisfaction scores, and a stronger reputation for brighthush as a trusted partner.

What Your Day Looks Like – A Snapshot of Impact

Every shift is a chance to solve complex problems, share knowledge, and drive continuous improvement. A typical day might include:

• Reviewing the overnight ticket backlog, triaging high‑impact issues, and setting priorities.
• Engaging customers via voice, chat, and email to diagnose and resolve intricate technical challenges.
• Collaborating with product, engineering, and sales teams to surface root causes and champion permanent fixes.
• Documenting solutions in the knowledge base, ensuring future teammates can benefit from your insights.
• Participating in on‑call rotations, providing 24/7 coverage for our global client base.
• Contributing 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.
• Participate in innovation labs and hackathons that allow you to prototype new features and services.

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.
• Regular hackathon events where you can experiment with new technologies and collaborate across departments.
• Annual “Innovation Day” where teams present breakthrough ideas and receive mentorship from senior leaders.

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.
• Home‑office stipend to help you set up a productive workspace.
• Annual tech refresh program for laptops, monitors, and peripherals.

How to Apply – 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.