About brighthush
brighthush is a global leader in cloud‑based communication solutions, empowering businesses to connect with their audiences through messaging, voice, and video. With a portfolio that spans SMS, MMS, OTT, and API‑driven integrations, we help brands deliver seamless, real‑time experiences across the world. Our mission is to make communication simple, reliable, and scalable, so that our customers can focus on what matters most – growing their businesses and delighting their users.
Why Join brighthush?
At brighthush, you’ll be part of a fast‑moving, technology‑centric organization that values curiosity, collaboration, and continuous improvement. Our support teams are the frontline of customer success, and they play a pivotal role in shaping the product experience. If you thrive in a dynamic environment, love troubleshooting, and want to make a tangible impact on millions of users, this role is for you.
Key Responsibilities
- First‑Line Support Champion – Serve as the primary point of contact for internal and external customers, delivering technical assistance via email, phone, and chat through Zendesk.
- Issue Diagnosis & Resolution – Monitor, investigate, and troubleshoot technical incidents, ensuring timely resolution within defined SLAs.
- End‑to‑End Product Support – Handle provisioning, account setup, onboarding, and ongoing care for new and existing customers, while accurately logging all interactions in Zendesk and, when necessary, Jira.
- Proactive Communication – Keep customers informed throughout the ticket lifecycle, setting realistic expectations and providing regular updates.
- Escalation Management – Identify, triage, and forward complex or high‑impact issues to the Level 2 Technical Support team for deeper investigation.
- Subject Matter Expertise – Build and maintain deep knowledge of APIs, routing, reporting, and product integrations, becoming the go‑to resource for your team.
- Process Improvement – Spot recurring patterns, surface trends, and collaborate with cross‑functional teams (Engineering, Product, Customer Success) to enhance product systems and elevate the customer experience.
- Cross‑Team Collaboration – Work closely with engineering, product, and customer success to ensure swift issue resolution and continuous service improvement.
Essential Qualifications
- Proven experience in a technical support or customer‑facing role, preferably within a SaaS or messaging platform environment.
- Strong customer‑first mindset with a track record of delivering exceptional service in fast‑paced, technology‑driven settings.
- Excellent problem‑solving and analytical skills, with the ability to diagnose issues quickly and communicate clear, actionable solutions.
- Proficiency in navigating multiple systems and tools, including Zendesk, Jira, and other support platforms.
- Exceptional written and verbal communication skills, capable of engaging both technical and non‑technical audiences with empathy, patience, and professionalism.
- Solid understanding of APIs, integrations, and system workflows.
- Bachelor’s degree in Business Information Systems, Computer Science, or a related field is advantageous but not mandatory for candidates with relevant practical experience.
Preferred Qualifications
- Experience with messaging products such as SMS, MMS, OTT, or real‑time communication APIs.
- Familiarity with cloud infrastructure (AWS, Azure, GCP) and basic networking concepts.
- Prior exposure to incident management and root‑cause analysis.
- Knowledge of data privacy regulations (GDPR, CCPA) and best practices for secure communications.
- Experience in a Level 2 or higher support role, handling escalated technical issues.
Core Skills & Competencies
- Technical Proficiency – Comfortable working with APIs, JSON, REST, and integration documentation.
- Analytical Thinking – Ability to dissect complex problems, identify root causes, and propose effective solutions.
- Communication Excellence – Clear, concise, and empathetic communication across multiple channels.
- Time Management – Prioritize competing tasks, meet SLAs, and maintain high productivity in a 24/7 support environment.
- Collaboration & Teamwork – Work seamlessly with engineering, product, and customer success to drive continuous improvement.
- Adaptability – Thrive in a rapidly evolving product landscape and embrace change with a growth mindset.
Career Growth & Learning Opportunities
At brighthush, we believe in nurturing talent and fostering professional development. As a Technical Customer Support Administrator, you’ll have access to:
- Structured career pathways that can lead to senior support roles, technical account management, or product engineering.
- Mentorship programs pairing you with experienced engineers and product leaders.
- Regular training sessions on new product features, industry trends, and advanced troubleshooting techniques.
- Opportunities to contribute to product roadmaps and help shape the next generation of communication tools.
- Access to a library of online courses, certifications, and workshops to broaden your skill set.
Work Environment & Culture
brighthush champions a culture of inclusivity, transparency, and empowerment. Our remote‑first approach means you can work from anywhere while staying connected through daily stand‑ups, virtual coffee breaks, and collaborative platforms. We celebrate diversity, encourage open dialogue, and reward innovative thinking. Our teams are cross‑functional, meaning you’ll collaborate with engineers, product managers, and marketers to deliver world‑class customer experiences.
Compensation, Perks & Benefits
While specific figures vary by location and experience, brighthush offers a competitive salary package that reflects your expertise and contributions. In addition to base pay, you’ll enjoy:
- Flexible working hours and a fully remote work environment.
- Annual leave that exceeds statutory requirements, ensuring you have ample time to recharge.
- Birthday day off to celebrate your special day with loved ones.
- Access to a global Employee Assistance Program, including free virtual counseling and mental health resources.
- Comprehensive health, dental, and vision insurance plans.
- Performance‑based bonuses and equity opportunities for high performers.
- Wellness stipend, gym memberships, and ergonomic equipment allowances.
- Regular team‑building events, hackathons, and innovation challenges.
Our Core Values
- Dream Big – We push boundaries, challenge the status quo, and pursue ambitious goals to create lasting impact.
- Win Together – Collaboration, respect, and shared success drive our culture; we celebrate diversity and empower each other.
- Keep it Simple – We focus on what truly matters, cutting through complexity to deliver straightforward, reliable solutions.
- Make it Happen – Results‑oriented, accountable, and proactive, we turn ideas into action without unnecessary bureaucracy.
What We Promise You
- WHERE YOU WORK MATTERS – Remote work flexibility to balance personal and professional life.
- CELEBRATE YOURSELF – A birthday day off to honor your special day.
- TAKE A BREAK – Generous annual leave for rest and rejuvenation.
- TAKE THE NEXT STEP – Coaching, mentorship, and access to online professional development courses.
- CARE FOR YOURSELF – Free virtual counseling through our global Employee Assistance Program.
How to Apply
Ready to join a team that values innovation, customer success, and personal growth? Click the link below to submit your application and become part of the brighthush family.
Originally posted on brighthush
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