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About brighthush
brighthush is a forward‑thinking technology partner that empowers businesses to unlock growth across the entire customer lifecycle. With a portfolio of cutting‑edge learning, engagement, and customer experience solutions, we help enterprises transform the way they connect, educate, and delight their audiences. Our mission is simple: to make every customer interaction smarter, faster, and more meaningful.
At brighthush, we believe that technology is only as powerful as the people who build, support, and use it. That’s why we invest heavily in our people, fostering a culture of continuous learning, collaboration, and innovation. Whether you’re a seasoned professional or just starting your career, you’ll find a place at brighthush where your ideas matter, your growth is accelerated, and your impact is felt across the globe.
Why Join brighthush?
- Remote‑First Flexibility: Work from anywhere in the United States—Boston or beyond—while staying connected to a vibrant, distributed team.
- Career Growth: Structured learning paths, mentorship programs, and clear promotion tracks that help you advance from Tier 2 to senior support roles, product management, or engineering.
- Impactful Work: Every ticket you resolve, every document you create, and every escalation you manage directly improves the experience of thousands of customers worldwide.
- Inclusive Culture: A diverse, inclusive environment where every voice is heard and celebrated.
- Competitive Compensation & Perks: Base salary of $55,000–$65,000, performance bonuses, health & wellness benefits, unlimited PTO, and a generous remote‑work stipend.
Role Overview
As a Tier 2 Customer Support Specialist at brighthush, you will be the second line of defense for our global customer base. You’ll handle complex technical issues that go beyond basic troubleshooting, ensuring that our clients can seamlessly integrate and operate our solutions. Your deep technical knowledge, coupled with exceptional communication skills, will help you resolve incidents quickly, document solutions, and collaborate with cross‑functional teams to drive continuous improvement.
Key Responsibilities
- Technical Issue Resolution: Diagnose and resolve complex SSO, API, and integration problems reported by customers, ensuring minimal downtime and maximum satisfaction.
- Escalation Management: Act as the primary point of contact for escalated tickets, coordinating with engineering, product, and account teams to deliver timely, effective solutions.
- Documentation & Knowledge Base: Create, update, and maintain detailed troubleshooting guides, FAQs, and best‑practice articles that empower both customers and internal teams.
- Customer Advocacy: Serve as a trusted advisor, translating technical jargon into clear, actionable insights for non‑technical stakeholders.
- Process Improvement: Identify recurring pain points, propose enhancements to support workflows, and collaborate with product and engineering to implement fixes.
- Metrics & Reporting: Track key performance indicators such as ticket volume, resolution time, and customer satisfaction scores; provide regular reports to leadership.
- Collaboration: Work closely with the Tier 1 team, product managers, and developers to ensure a seamless handoff and knowledge transfer.
- Continuous Learning: Stay current on industry trends, new product releases, and emerging technologies that impact customer success.
Essential Qualifications
- 1–3 years of technical support experience in a SaaS or cloud‑based environment.
- Hands‑on experience with Single Sign-On (SSO) protocols (SAML, OAuth, OpenID Connect) and API troubleshooting (REST, GraphQL).
- Strong analytical and problem‑solving skills, with the ability to dissect complex issues and propose effective solutions.
- Excellent written and verbal communication skills in English; proficiency in additional languages is a plus.
- Proficiency with ticketing systems (e.g., Zendesk, ServiceNow) and knowledge‑base platforms.
- Self‑motivated, detail‑oriented, and comfortable working independently in a remote setting.
- Experience with scripting or basic programming (Python, Bash, PowerShell) is desirable.
- Demonstrated ability to manage multiple priorities and meet tight deadlines.
Preferred Qualifications
- Background in cybersecurity or identity management.
- Experience with cloud platforms such as AWS, Azure, or Google Cloud.
- Familiarity with CI/CD pipelines and DevOps practices.
- Previous exposure to customer success or account management roles.
- Certifications such as CompTIA Security+, AWS Certified Solutions Architect, or similar.
Core Skills & Competencies
- Technical Proficiency: Deep understanding of authentication flows, API design, and integration patterns.
- Communication: Ability to translate technical concepts into clear, concise language for diverse audiences.
- Customer‑Centric Mindset: Passion for delivering exceptional service and building lasting relationships.
- Collaboration: Comfortable working cross‑functionally with engineering, product, and sales teams.
- Adaptability: Thrive in a fast‑paced, evolving environment with shifting priorities.
- Analytical Thinking: Strong data‑driven mindset to identify trends, root causes, and improvement opportunities.
- Time Management: Efficiently prioritize tasks and manage time in a remote work setting.
Career Growth & Learning Opportunities
At brighthush, your career path is designed to evolve with your interests and strengths. As a Tier 2 Specialist, you’ll have the chance to:
- Progress to a Senior Tier 2 or Tier 3 Support Engineer role, taking on more complex incidents and leading projects.
- Transition into Product Management, leveraging your deep customer insights to shape feature roadmaps.
- Move into Engineering or DevOps, applying your troubleshooting experience to build and improve our platform.
- Participate in our brighthush Academy, a curated learning platform offering courses, certifications, and mentorship.
- Attend industry conferences, webinars, and workshops at no cost, keeping you at the forefront of technology trends.
Work Environment & Culture
brighthush’s remote‑first culture is built on trust, transparency, and collaboration. We provide:
- High‑speed internet stipend and ergonomic equipment allowance.
- Regular virtual team‑building events, hackathons, and wellness sessions.
- Open‑door policy—your voice matters at every level.
- Inclusive hiring practices that celebrate diversity of thought, background, and experience.
- Clear communication channels—Slack, Teams, and weekly all‑hands meetings keep everyone aligned.
Compensation & Benefits
We offer a competitive total rewards package that includes:
- Base Salary: $55,000–$65,000 per year, commensurate with experience.
- Performance Bonus: Quarterly bonuses tied to individual and team metrics.
- Health & Wellness: Comprehensive medical, dental, and vision plans; mental health resources; and a wellness stipend.
- Retirement: 401(k) plan with company match.
- Paid Time Off: Unlimited vacation, sick days, and personal days.
- Remote Work Stipend: Monthly allowance for home office setup.
- Professional Development: Reimbursement for certifications, courses, and conferences.
- Employee Recognition: Quarterly awards and spot bonuses for outstanding contributions.
How to Apply
Ready to take the next step in your career and join a team that values innovation, collaboration, and customer success? Submit your application through our careers portal and let’s explore how you can make an impact at brighthush.
Join brighthush – Where Your Technical Expertise Meets Customer Impact
At brighthush, every support ticket is an opportunity to build trust, solve real problems, and drive business growth. If you’re passionate about technology, customer success, and continuous improvement, we want to hear from you. Apply today and become part of a team that’s redefining the future of customer experience.
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