Veterinary Practice & PACS Software Remote Customer Support Specialist – Deliver Rapid, Compassionate Technical Support to Global Animal Health Teams at brighthush

About brighthush

At brighthush, we are more than a technology provider – we are a mission‑driven partner that empowers veterinary professionals worldwide to deliver faster, more accurate diagnoses and treatments for animals of every species. Our flagship product, the Keystone PACS platform, seamlessly integrates into veterinary practice workflows, enabling clinicians to capture, store, share, and analyze medical imaging with unprecedented speed and precision. By marrying cutting‑edge software engineering with a deep empathy for the challenges faced by animal health teams, brighthush is redefining the standard of care for pets, livestock, and wildlife alike.

Operating as a fully remote, globally distributed team, we thrive on collaboration, continuous learning, and a culture of empathy. Whether you are a seasoned support veteran or a recent graduate with a passion for veterinary technology, brighthush offers a dynamic environment where your contributions directly impact the health of animals and the efficiency of veterinary practices worldwide.

Why Join brighthush?

• Impactful Work: Every ticket you resolve helps a veterinary team provide faster, more accurate diagnoses for their patients.
• Remote Flexibility: Work from anywhere in the United States with a fully supported home‑office setup.
• Growth Opportunities: Our career ladder is designed to move you from support to product, engineering, or customer success roles.
• Inclusive Culture: We celebrate diversity, encourage open dialogue, and foster a supportive community for all team members.
• Competitive Compensation: Base salary, performance bonus, comprehensive benefits, and unlimited paid time off.

Key Responsibilities

As a Remote Customer Support Specialist at brighthush, you will be the frontline advocate for our veterinary clients. Your day‑to‑day tasks will include:

• Responding to client inquiries via phone, email, and live chat, and logging each interaction in our ticketing system.
• Diagnosing and resolving common technical issues such as connectivity problems, image viewing glitches, user‑account settings, and general “how‑to” questions.
• Guiding users through step‑by‑step solutions in clear, non‑technical language, ensuring they feel confident and supported.
• Escalating complex or high‑priority issues to the Technical Support or Product teams, providing detailed, actionable notes and following up until resolution.
• Maintaining response and resolution time‑to‑target metrics, with a focus on urgent requests that directly affect patient care.
• Creating, editing, and maintaining knowledge‑base articles, FAQs, and how‑to guides to empower clients and reduce repeat tickets.
• Identifying recurring pain points or feature gaps, and collaborating with product and engineering teams to drive continuous improvement.
• Participating in bi‑weekly support team retrospectives to share insights, celebrate wins, and refine processes.
• Actively contributing to the development of support playbooks and best‑practice documentation.

Essential Qualifications

• Minimum of 2 years of experience in customer or technical support, preferably within a SaaS or software environment.
• Proficiency with ticketing or help‑desk platforms such as Zendesk, Freshdesk, or Jira Service Management.
• Exceptional verbal and written communication skills, with a demonstrated ability to explain complex concepts to non‑technical audiences.
• Strong problem‑solving mindset and meticulous attention to detail when documenting support cases.
• Capacity to manage a high volume of support tickets while prioritizing urgent, patient‑care‑related requests.
• Quick learner who can adapt to new software tools and processes with minimal guidance.
• Basic technical knowledge of networking, web browsers, and Windows operating systems.

Preferred Qualifications

• Experience working in veterinary, animal health, or broader healthcare technology sectors.
• Familiarity with medical imaging, PACS systems, or practice‑management software.
• Background in troubleshooting imaging‑related issues such as DICOM file handling, image rendering, and data transfer.
• Knowledge of HIPAA or other privacy regulations relevant to veterinary data.
• Previous exposure to remote support environments and asynchronous communication tools.

Core Skills & Competencies

• Customer‑Centric Mindset: Passion for helping clients succeed and a genuine interest in animal health.
• Technical Aptitude: Ability to quickly understand and troubleshoot software, network, and hardware issues.
• Communication Excellence: Clear, concise, and empathetic communication across multiple channels.
• Time Management: Efficiently juggle multiple tickets, deadlines, and stakeholder expectations.
• Collaboration: Work seamlessly with cross‑functional teams—product, engineering, and sales—to resolve issues and improve the platform.
• Continuous Improvement: Proactively identify patterns, propose solutions, and contribute to knowledge‑base growth.

Career Growth & Learning Opportunities

At brighthush, we believe that professional development is a shared responsibility. As a Customer Support Specialist, you will have access to:

• Structured mentorship programs pairing you with senior support and product leaders.
• Regular training sessions on new product features, industry trends, and advanced troubleshooting techniques.
• Cross‑departmental shadowing opportunities to explore roles in Product Management, Engineering, and Customer Success.
• Annual learning stipend for certifications, conferences, or courses that align with your career goals.
• Clear promotion pathways: from Tier 1 Support to Tier 2/3, and eventually to specialized roles such as Technical Account Manager or Product Evangelist.
• Access to an internal knowledge‑sharing platform where you can publish articles, host webinars, and contribute to community discussions.

Work Environment & Company Culture

brighthush thrives on a culture of transparency, respect, and innovation. Key aspects of our environment include:

• Fully remote operations with flexible hours to accommodate different time zones and personal commitments.
• Weekly virtual town‑halls and team‑building events to keep the community connected.
• Open‑door communication channels—Slack, Zoom, and an internal knowledge‑base—ensuring every voice is heard.
• Commitment to work‑life balance, supported by unlimited paid time off and mental‑health resources.
• Recognition programs that celebrate both individual achievements and team milestones.
• Annual “Innovation Hackathon” where teams can prototype new features or process improvements.

Compensation & Benefits

While specific figures may vary based on experience, brighthush offers a competitive compensation package that includes:

• Base salary commensurate with market rates for remote customer support roles.
• Annual performance bonus tied to individual and team metrics.
• Comprehensive health benefits: medical, dental, and vision coverage.
• Life insurance, accidental death & dismemberment (AD&D), short‑ and long‑term disability, and voluntary life coverage.
• 401(k) retirement plan with company match.
• Unlimited paid time off to support personal well‑being and family commitments.
• Fully remote work‑from‑home stipend covering home‑office equipment and internet expenses.
• Access to a wellness stipend for gym memberships, meditation apps, or other health‑related activities.

How to Apply

If you’re ready to bring your passion for veterinary technology and customer success to a team that values impact, innovation, and growth, we’d love to hear from you. Submit your application through our career portal or click the link below to explore this opportunity further.