Senior Technical Customer Support Specialist – Cloud‑Native SaaS Solutions for Life Sciences – Remote Boston, MA – brighthush

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About brighthush

brighthush is a mission‑driven public benefit corporation that is redefining the life sciences industry through cloud‑native SaaS solutions. With a track record of rapid growth—surpassing $3 B in revenue in the last fiscal year—brighthush empowers pharmaceutical, biotech, and research organizations to accelerate the journey from discovery to patient care. Our culture is built on four core values: Do the Right Thing, Customer Success, Employee Success, and Speed. These principles guide every decision, from product development to daily interactions with our clients.

As a Work Anywhere company, brighthush offers the flexibility to work from home or from any of our global offices. We believe that a supportive, inclusive, and collaborative environment fuels innovation and drives results. Whether you’re a seasoned professional or an emerging talent, you’ll find a place to grow, learn, and make a tangible impact.

Position Overview

We are seeking an Experienced Technical Customer Support Specialist to join our remote support team based in Boston, MA. In this role, you will be the primary point of contact for our life sciences customers, ensuring they receive expert guidance, swift issue resolution, and a seamless experience with our cloud applications. You will collaborate closely with product, engineering, and sales teams to provide actionable feedback that shapes future product enhancements.

Key Responsibilities

• Deliver proactive, high‑quality technical support to end users across the life sciences industry.
• Diagnose and resolve complex issues related to brighthush’s cloud applications, including data integration, workflow configuration, and user permissions.
• Build and maintain strong, professional relationships with customers, fostering trust and long‑term partnership.
• Document all interactions in our ticketing system with clear, concise, and actionable notes.
• Collaborate with cross‑functional teams to identify root causes and recommend product improvements.
• Participate in on‑call rotations and high‑priority incident response as needed.
• Contribute to the creation and maintenance of knowledge base articles, FAQs, and training materials.
• Track and report key performance metrics, including ticket resolution time, customer satisfaction scores, and first‑contact resolution rates.
• Stay current on industry trends, regulatory changes, and best practices in life sciences software.
• Advocate for customers within brighthush, ensuring their needs are reflected in product roadmaps.

Essential Qualifications

• Minimum of 1 year of experience in a technical customer support role or a related technical field.
• Strong verbal and written communication skills, with the ability to explain complex technical concepts to non‑technical audiences.
• Proficiency in standard office software (Word, Excel, PowerPoint) and familiarity with ticketing systems.
• Excellent organizational and time‑management skills, with the ability to handle multiple priorities in a fast‑paced environment.
• Professional telephone manner and a genuine passion for customer success.
• Demonstrated ability to quickly understand client requirements and articulate potential solutions.
• Self‑motivated, detail‑oriented, and comfortable working independently in a remote setting.

Preferred Qualifications

• Bilingual proficiency in Spanish (or another language relevant to our customer base).
• Experience supporting clinical research facilities or life sciences organizations.
• Familiarity with brighthush’s Vault platform or similar cloud data management solutions.
• Knowledge of regulatory frameworks such as FDA, EMA, or ICH guidelines.
• Experience with CRM or customer success platforms (e.g., Salesforce, HubSpot).

Skills & Competencies

• Technical troubleshooting and problem‑solving.
• Customer‑centric mindset with a focus on delivering value.
• Strong collaboration and teamwork across remote and in‑person settings.
• Adaptability to evolving product features and industry regulations.
• Data‑driven decision making and continuous improvement.
• Resilience under pressure and a commitment to meeting service level agreements.

Career Growth & Learning Opportunities

At brighthush, we believe that your professional development is as important as the work you do. As a Technical Customer Support Specialist, you will:

• Gain exposure to product strategy sessions and road‑mapping discussions.
• Participate in regular training workshops covering new features, industry trends, and soft‑skill development.
• Earn certifications in relevant technologies (e.g., ITIL, cloud platforms, data security).
• Progress into senior support roles, technical account management, or product management tracks.
• Mentor new hires and contribute to the creation of onboarding programs.

Work Environment & Company Culture

brighthush’s culture is defined by transparency, collaboration, and a relentless focus on speed. We celebrate diversity, encourage open dialogue, and reward innovative thinking. Our remote‑first approach means you can work from anywhere while staying connected through weekly virtual huddles, cross‑team brainstorming sessions, and informal coffee chats.

We prioritize work‑life balance with flexible schedules, generous paid time off, and a commitment to mental and physical well‑being. Employees enjoy access to wellness programs, mental health resources, and community‑building events.

Compensation & Benefits

We offer a competitive base salary ranging from $35,000 to $65,000, depending on experience and location. In addition to base pay, you may be eligible for:

• Performance‑based variable bonuses.
• Equity or stock‑option plans aligned with company growth.
• Comprehensive medical, dental, and vision coverage.
• Basic life and disability insurance.
• Flexible PTO and company‑paid holidays.
• 401(k) retirement plan with company match.
• 1% charitable giving program to support causes you care about.
• Professional development stipend and access to industry conferences.

Hiring Process

Our transparent hiring process is designed to respect your time and showcase our culture:

1. Submit your application and resume through our career portal.
2. Within three business days, you’ll receive a link to a brief personality assessment.
3. After completing the assessment, our hiring team will review your application and contact you with next steps.
4. If selected, you’ll participate in a three‑stage interview sequence:
   1. Initial conversation with the hiring manager to discuss your experience and role fit.
   2. Practical case exercise to demonstrate your problem‑solving and customer‑support skills.
   3. Final discussion with a senior leader from the support or product team.
5. Upon successful completion, the hiring manager will reach out with an offer and onboarding details.

Why Join brighthush?

At brighthush, you’ll be part of a high‑impact team that is shaping the future of life sciences technology. You’ll:

• Work with cutting‑edge cloud solutions that directly influence patient outcomes.
• Collaborate with passionate professionals who value speed, quality, and integrity.
• Benefit from a flexible, remote‑first environment that supports your personal and professional goals.
• Contribute to a culture that celebrates diversity, inclusion, and continuous learning.
• Enjoy a comprehensive benefits package that supports your health, wealth, and well‑being.

If you are driven to deliver exceptional customer experiences, thrive in a fast‑moving SaaS environment, and want to make a real difference in the life sciences sector, we encourage you to apply. Join brighthush and help us accelerate the delivery of life‑changing therapies to patients worldwide.

Ready to take the next step? Submit your application today and become part of a team that is redefining the future of healthcare technology.

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