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Introduction
At brighthush, we are redefining the future of healthcare technology. Our mission is to empower hospitals, clinics, and laboratories worldwide with cutting‑edge software solutions that streamline operations, enhance patient safety, and drive clinical excellence. As a global leader in medical software, brighthush is committed to innovation, quality, and the continuous professional growth of every team member.
We are currently seeking a highly skilled Senior Customer Technical Support Specialist – Tier 3 to join our dynamic support organization. This role is far more than a traditional help‑desk position; it is a strategic, project‑oriented role that bridges the gap between our customers, development teams, and internal stakeholders. If you thrive on solving complex technical challenges, enjoy leading cross‑functional projects, and are passionate about delivering world‑class support, we want to hear from you.
Why Join brighthush
Working at brighthush means you will:
- Be part of a forward‑thinking organization that invests heavily in research, development, and employee growth.
- Collaborate with a diverse, global team of engineers, product managers, and customer success professionals.
- Take ownership of high‑impact projects that directly influence the success of our customers and the evolution of our product portfolio.
- Enjoy a flexible, hybrid work environment that supports work‑life balance while fostering collaboration and innovation.
- Benefit from a comprehensive benefits package, competitive compensation, and a culture that values transparency, inclusion, and continuous learning.
Key Responsibilities
Project Implementation & Upgrade Support
- Lead the end‑to‑end implementation of brighthush software solutions for enterprise customers, ensuring seamless integration with existing IT infrastructures.
- Plan, coordinate, and execute complex upgrade projects, including data migration, configuration, and validation activities.
- Serve as the primary technical liaison between brighthush and customer IT teams, translating business requirements into technical solutions.
- Document project timelines, milestones, and deliverables, ensuring alignment with customer expectations and internal standards.
Advanced Technical Troubleshooting & Analysis
- Diagnose and resolve the most challenging software, network, and database issues that arise during implementation or post‑deployment.
- Perform deep dives into application logs, operating system metrics, and network traffic to isolate root causes.
- Read and analyze source code, database schemas, and configuration files to identify defects and recommend corrective actions.
- Collaborate with brighthush development teams to reproduce, triage, and prioritize bugs, ensuring timely resolution.
- Develop and maintain custom scripts (SQL, PowerShell, Python) to automate data updates, reporting, and system monitoring tasks.
Team Leadership & Project Management
- Mentor and coach Tier 1 and Tier 2 support specialists, providing guidance on complex issues and best practices.
- Distribute workload across the support team, ensuring that all tickets and project tasks are addressed within agreed timelines.
- Own the delivery of project work, coordinating with cross‑functional stakeholders to meet or exceed customer expectations.
- Facilitate regular status meetings, retrospectives, and knowledge‑sharing sessions to promote continuous improvement.
Documentation & Knowledge Sharing
- Author, review, and publish detailed technical documentation, including installation guides, troubleshooting playbooks, and release notes.
- Identify gaps in existing documentation and collaborate with product teams to create comprehensive, user‑friendly resources.
- Contribute to the internal knowledge base, ensuring that lessons learned from complex incidents are captured for future reference.
Essential Qualifications
Education & Experience
- Bachelor’s degree in Computer Science, Information Technology, or a closely related field.
- 3–9 years of experience in technical support, systems administration, or software engineering roles.
- Minimum of 2 years in a Tier 2 or higher support capacity for a software or hardware company.
- Proven track record of managing complex projects and delivering high‑quality results on time.
Technical Skills
- Expertise in Windows and Linux operating systems, including installation, configuration, and troubleshooting.
- Hands‑on experience with Microsoft SQL Server, including query optimization, data migration, and performance tuning.
- Proficiency in at least one programming language such as C#, Java, Visual Basic, or Python.
- Strong understanding of network protocols, firewalls, VPNs, and remote connectivity solutions.
- Experience with configuration management tools (e.g., Ansible, Puppet, Chef) and version control systems (Git).
- Familiarity with application monitoring and log‑analysis tools (Splunk, ELK stack, or similar).
Soft Skills & Competencies
- Exceptional analytical and problem‑solving abilities, with a methodical approach to diagnosing complex issues.
- Excellent communication skills, both written and verbal, enabling clear interaction with customers, developers, and internal teams.
- Strong customer‑centric mindset, with the ability to manage expectations and deliver solutions that exceed expectations.
- Demonstrated leadership and mentorship capabilities, fostering a collaborative and high‑performing team culture.
- Adaptability to fast‑paced environments, with the ability to juggle multiple priorities and deadlines.
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