Senior Tier‑3 Technical Support Analyst – 3D Modeling Platform & Creator Experience Champion at brighthush

About brighthush

brighthush is a global leader in industrial technology, dedicated to bridging the digital and physical worlds. Our mission is to empower professionals across construction, geospatial, transportation, government, and many other sectors with tools that boost productivity, safety, quality, and sustainability. By delivering purpose‑built products and enterprise‑grade solutions, brighthush helps teams design, build, and manage assets with confidence—from the first sketch to the final handover.

Within brighthush, the 3D modeling platform has become the go‑to creative engine for architects, engineers, designers, and makers worldwide. Every day, millions of creators rely on our software to turn ideas into immersive, buildable models. As a member of the brighthush family, you will be part of a purpose‑driven culture that celebrates innovation, collaboration, and real‑world impact.

Why This Role Matters

Our creators deserve a seamless, powerful experience, and they look to our support team to keep their workflows humming. As a Tier‑3 Technical Support Analyst, you will be the ultimate problem‑solver and advocate for the most complex technical challenges. You will partner directly with product engineers, influence roadmap decisions, and help shape the future of the platform for a global community of creators.

Key Responsibilities

• Advanced Technical Investigation: Diagnose, replicate, and resolve high‑impact bugs and performance issues that affect professional users of the 3D modeling platform.
• Customer Advocacy: Serve as the voice of creators, translating intricate technical details into clear, actionable guidance while maintaining empathy and professionalism.
• Cross‑Functional Collaboration: Work hand‑in‑hand with engineering, product management, and quality assurance teams to prioritize incidents, drive root‑cause analysis, and ensure timely fixes.
• Knowledge Management: Author detailed troubleshooting guides, knowledge‑base articles, and internal training materials that empower Tier‑1 and Tier‑2 teams.
• Mentorship & Training: Coach junior support staff, lead technical workshops, and develop curriculum that raises the overall technical proficiency of the support organization.
• Feedback Loop Optimization: Capture, categorize, and communicate user feedback to product teams, helping to shape feature enhancements and future releases.
• Testing & Validation: Build and maintain reproducible test environments, execute regression tests, and verify bug fixes before they reach customers.
• Escalation Management: Own critical incident escalations, coordinate response efforts, and provide regular status updates to stakeholders and affected customers.

Essential Qualifications

• Minimum 3 years of experience in a Tier‑3 or advanced technical support role for complex software products.
• Proven expertise in root‑cause analysis, systematic debugging, and structured bug tracking using tools such as Jira or Confluence.
• Solid understanding of the Systems Development Life Cycle (SDLC) and experience working within matrixed, cross‑functional teams.
• Exceptional verbal and written communication skills, with a demonstrated ability to convey technical concepts to both technical and non‑technical audiences.
• Bachelor’s degree in Computer Science, Engineering, Information Technology, or a related field, or equivalent practical experience.

Preferred Qualifications & Bonus Points

• Hands‑on experience with 3D modeling software, architectural design workflows, or graphics pipelines (e.g., DirectX 12, Metal).
• Broad diagnostic expertise across Windows, macOS, iOS, Android, and Windows Server environments.
• Familiarity with scripting or lightweight programming languages (Python, JavaScript, PowerShell, etc.) to automate troubleshooting tasks.
• Previous exposure to cloud‑based collaboration tools, version control systems, or CI/CD pipelines.
• Passion for the creator community and a track record of championing user experience improvements.

Core Skills & Competencies

• Analytical Thinking: Ability to dissect complex problems, identify patterns, and develop systematic solutions.
• Customer‑Centric Mindset: Empathy, patience, and a genuine desire to help creators succeed.
• Collaboration: Strong teamwork skills, comfortable navigating matrixed organizations and influencing without authority.
• Technical Writing: Craft clear, concise documentation that serves both internal teams and external users.
• Adaptability: Thrive in a fast‑moving environment where priorities shift based on product releases and emerging issues.
• Continuous Learning: Commitment to staying current with emerging technologies, industry trends, and best practices in support engineering.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is limited only by your ambition. As a Tier‑3 analyst, you will have direct exposure to product engineering, giving you a unique pathway to roles such as:

• Product Support Engineer
• Technical Program Manager
• Quality Assurance Lead
• Customer Success Manager for Enterprise Accounts
• Engineering Team Member (Software Development, DevOps, or QA)

We invest heavily in professional development through:

• Sponsored certifications (e.g., ITIL, AWS, Azure, or graphics‑pipeline credentials).
• Internal “Learning Labs” where you can explore new technologies, attend guest speaker sessions, and participate in hackathons.
• Mentorship programs that pair you with senior engineers and product leaders.
• Access to a global library of technical resources, online courses, and conference allowances.

Work Environment & Culture at brighthush

Our culture is built on three pillars: Belong, Innovate, Grow. We foster an inclusive environment where every voice is heard, and diverse perspectives drive better solutions. Whether you work from our vibrant Leeds office, our London hub, or remotely from anywhere in the UK, you’ll experience:

• Collaborative Teams: Small, cross‑functional squads that encourage open dialogue and rapid decision‑making.
• Flexibility: Hybrid work models, flexible hours, and a 10% travel expectation for occasional on‑site collaboration or user‑site visits.
• Well‑Being Programs: Mental‑health resources, fitness subsidies, and regular wellness challenges.
• Community Impact: Opportunities to volunteer on projects that use brighthush technology to improve sustainability, accessibility, and community resilience.
• Recognition & Celebration: Quarterly “Creator Champion” awards, peer‑nominated recognitions, and company‑wide celebrations of milestones.

Compensation, Perks & Benefits

brighthush offers a competitive salary range of £74,000 – £101,800 (or equivalent in local currency), complemented by a performance‑based bonus program. In addition, you’ll receive a comprehensive benefits package that includes:

• Medical, dental, and vision coverage for you and your dependents.
• Life and disability insurance.
• Generous paid time off, parental leave, and flexible holiday policies.
• Retirement savings plans with company matching contributions.
• Health‑savings, dependent‑care, and commuter‑expense tax‑advantaged accounts.
• Employee Stock Purchase Plan (ESPP) allowing you to buy brighthush shares at a discount.
• Professional development stipend and tuition reimbursement.
• Access to cutting‑edge hardware and software tools for personal and professional projects.

How to Apply

If you are ready to champion the creator experience, solve challenging technical puzzles, and influence the future of a world‑leading 3D modeling platform, we want to hear from you. Please submit your application through the link below. brighthush is committed to building a diverse, inclusive, and equitable workplace where every individual can thrive. We welcome applicants of all backgrounds and will provide reasonable accommodations throughout the hiring process.

Apply to Join brighthush

Join Us and Make an Impact

At brighthush, your work directly contributes to the tools that shape skylines, infrastructure, and digital experiences for millions. By delivering world‑class support, you enable creators to innovate faster, build safer, and design more sustainably. Become part of a visionary team that values ownership, curiosity, and collaboration. Apply today and help us transform the way the world works—one model at a time.