About brighthush
brighthush is a market‑leading provider of mission‑critical software that powers public‑sector utilities, local governments, schools, public safety agencies, and healthcare organizations across North America and the Caribbean. As a wholly owned subsidiary of a global technology investment firm, brighthush combines deep industry expertise with cutting‑edge software innovation to deliver reliable, secure, and scalable solutions that keep essential services running smoothly. With a heritage of more than five decades, brighthush has built a reputation for relentless customer focus, continuous improvement, and a culture that celebrates curiosity, collaboration, and the responsible use of emerging technologies such as artificial intelligence and automation.
Why This Role Matters
Our customers rely on brighthush’s web platforms and APIs to manage critical utility operations, from billing and outage management to regulatory reporting. As a Customer Support Analyst, you will be the frontline champion who translates complex technical challenges into clear, actionable solutions. Your work will directly impact the reliability of essential services for millions of end‑users, while also feeding valuable insights back to our engineering and product teams to drive product excellence.
Key Responsibilities
- Ticket Management & Communication: Own the end‑to‑end lifecycle of support tickets, ensuring timely acknowledgment, accurate status updates, and clear resolution communication via chat, email, and ticketing platforms.
- Technical Troubleshooting: Diagnose and resolve issues across web, API, and server environments, analyzing logs, configuration files, database queries, and code snippets to pinpoint root causes.
- Collaboration with Engineering: Act as the primary liaison between customers and internal engineering teams, reproducing defects, escalating critical bugs, and providing detailed reproduction steps.
- Knowledge Base Contribution: Document troubleshooting procedures, root‑cause analyses, and best‑practice guides in brighthush’s internal knowledge repository to empower the entire support organization.
- AI‑Enabled Workflow Optimization: Leverage AI copilots, chat‑based assistants, and automation tools to accelerate issue resolution, while maintaining strict security, compliance, and data‑privacy standards.
- Proactive Monitoring: Identify recurring patterns, suggest preventive measures, and work with product teams to implement long‑term fixes that reduce future ticket volume.
- Travel & On‑Site Support: Participate in occasional on‑site visits (approximately 10% travel) to client locations across Canada, the United States, and the Caribbean, providing hands‑on assistance and strengthening relationships.
- Shift Adherence: Consistently work the required schedule of 11:00 am – 8:00 pm Eastern Time, Monday through Friday, and clearly indicate availability on your resume.
Essential Qualifications
- Minimum 2‑3 years of experience supporting or developing enterprise‑grade web applications built on Java or .NET stacks.
- Demonstrated experience within the utility industry or a closely related sector, understanding of utility‑specific workflows and regulatory considerations.
- Strong analytical mindset with the ability to investigate multi‑layered technical issues spanning front‑end, middleware, and back‑end components.
- Excellent written and verbal communication skills, capable of translating technical jargon into clear, customer‑friendly language.
- Proficiency with ticketing systems (e.g., ServiceNow, Jira Service Management) and real‑time chat platforms.
- Hands‑on experience reading and interpreting application logs, configuration files, and basic SQL queries.
- Valid passport and legal eligibility to travel internationally, including to Canada, the United States, and Caribbean territories.
Preferred Qualifications & Nice‑to‑Have Skills
- Experience with cloud platforms (AWS, Azure, or Google Cloud) and containerization technologies such as Docker or Kubernetes.
- Familiarity with API testing tools (Postman, Insomnia) and RESTful service debugging.
- Exposure to AI‑enhanced productivity tools, including code‑generation copilots, AI‑driven knowledge bases, and workflow automation bots.
- Certifications related to IT service management (ITIL) or cloud architecture.
- Prior experience working in a fully remote, distributed team environment.
Core Skills & Competencies
- Problem Solving: Ability to break down complex technical problems into manageable steps and devise effective solutions under pressure.
- Prioritization: Skillful at juggling multiple tickets, assessing severity, and allocating effort to meet SLA commitments.
- Customer Empathy: Genuine desire to understand customer pain points and deliver service that exceeds expectations.
- Collaboration: Comfortable working cross‑functionally with engineers, product managers, and senior leadership.
- Continuous Learning: Curiosity about emerging technologies, especially AI, and a proactive approach to upskilling.
- Security Awareness: Understanding of data protection, compliance, and secure coding principles when handling sensitive utility data.
Career Growth & Learning Opportunities
At brighthush, your career trajectory is shaped by your ambition and the breadth of experiences you seek. As a Customer Support Analyst, you will have access to:
- Mentorship programs pairing you with senior engineers and product leaders.
- Internal training labs focused on Java, .NET, cloud services, and AI‑augmented support tools.
- Opportunities to transition into specialized roles such as Technical Support Engineer, Product Analyst, or Customer Success Manager.
- Participation in quarterly innovation sprints where you can propose and prototype AI‑driven workflow enhancements.
- Company‑wide visibility through regular presentations of support trends and customer insights to executive leadership.
Work Environment & Culture at brighthush
brighthush embraces a flexible, results‑oriented remote work model. Our team members enjoy:
- A collaborative virtual office with regular video stand‑ups, knowledge‑sharing sessions, and social events.
- A culture that celebrates curiosity, encourages questioning the status quo, and rewards innovative problem‑solving.
- Inclusive policies that support diverse backgrounds, perspectives, and work‑life balance.
- Transparent communication from leadership about company strategy, product roadmaps, and market trends.
- Access to a modern tech stack, including AI copilots, automated ticket triage, and secure remote development environments.
Compensation, Perks & Benefits
- Competitive Salary: $65,000 – $85,000 CAD/USD, commensurate with experience and expertise.
- Comprehensive Health Package: Medical, dental, and vision coverage effective from day one.
- Retirement Savings: Employee stock ownership plan (ESOP) and matching contributions to RRSP/401(k) plans.
- Paid Time Off: Three weeks of vacation plus five personal days annually.
- Learning Stipends: Annual budget for certifications, courses, or conferences related to technology and professional development.
- Lifestyle Rewards: Access to wellness programs, virtual fitness classes, and employee discount portals.
- Remote Work Flexibility: Home office allowance, high‑speed internet reimbursement, and ergonomic equipment support.
- Travel Opportunities: Occasional on‑site client visits that broaden your industry exposure and networking reach.
AI & Innovation Mindset
brighthush is at the forefront of integrating artificial intelligence into everyday workflows. In this role, you will be expected to:
- Utilize AI‑powered copilots to draft response templates, generate troubleshooting steps, and accelerate root‑cause analysis.
- Engage with chat‑based AI assistants to retrieve relevant knowledge‑base articles instantly.
- Identify automation opportunities within ticket triage, escalation routing, and status reporting.
- Maintain rigorous security and compliance standards while experimenting with new AI tools.
How to Apply
If you are a proactive problem‑solver with a passion for utility software, a knack for translating technical details into clear customer communication, and an eagerness to leverage AI to enhance support efficiency, we want to hear from you. Please submit your resume, clearly stating your availability for the 11:00 am – 8:00 pm Eastern Time shift, and include a brief cover letter highlighting your relevant experience and why you are excited about joining brighthush.
brighthush is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Join Us and Make an Impact
At brighthush, every support interaction is an opportunity to strengthen the reliability of essential services that communities depend on. By joining our team, you become part of a purpose‑driven organization where technology, empathy, and innovation intersect. Take the next step in your career—apply today and help shape the future of utility software excellence.
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