About Brighthush and the Future of Truck Intelligence
Brighthush is redefining the freight industry by marrying cutting‑edge hardware, sophisticated software, and advanced data science into a single, unified platform that delivers real‑time, trustworthy visibility for every truck on the road. Our mission is to build unbreakable supply chains that make the world safer, more efficient, and more sustainable. By deploying a nationwide network of edge sensors, AI‑driven analytics, and large‑scale field operations, Brighthush empowers shippers, carriers, brokers, insurers, and ports with actionable insights that transform how transportation data is captured, secured, and commercialized.
In an era where the freight ecosystem is becoming increasingly complex, the demand for reliable, actionable data has never been higher. Brighthush is not just a technology provider; we are a strategic partner that reshapes the entire freight value chain. If you thrive on solving real‑world problems, enjoy working with state‑of‑the‑art technology, and want to make a tangible impact on global supply chains, Brighthush is the place for you.
The Go‑to‑Market Team: Driving Adoption and Success
The Go‑to‑Market (GTM) team at Brighthush is the engine that brings our Intelligence platform to the organizations that rely on trustworthy, real‑time freight visibility. The GTM umbrella spans Business Development, Sales, Pre‑Sales, Customer Support, Partnerships, Channel, and Marketing. Within this ecosystem, the Customer Support function is a critical arm that ensures our customers not only adopt but master the Brighthush platform.
As a Senior Technical Customer Support Specialist, you will be the central point of contact for users, resolving complex issues, troubleshooting bugs, and equipping customers with the full breadth of Brighthush capabilities. Your work will directly shape the customer experience and drive adoption of our data and software solutions.
Role Overview
The Senior Technical Customer Support Specialist role blends deep technical expertise, customer empathy, and cross‑functional collaboration. You will serve as the first line of defense for all technical inquiries, primarily via email and chat, with the option to conduct live troubleshooting sessions over Google Meet when needed. Your impact will be felt across the entire customer journey—from onboarding to ongoing support—ensuring that every user can leverage Brighthush Intelligence to its fullest potential.
Key Responsibilities
- Platform Mastery: Attain and maintain an expert understanding of Brighthush’s platform, data pipelines, APIs, and the unique needs of our diverse customer base.
- Database Stewardship: Perform CRUD operations on the backend customer/user database, ensuring accurate permissions, access controls, and data integrity.
- Customer Engagement: Respond to technical queries with urgency, clarity, and empathy via email, chat, or Google Meet. Distinguish between user errors and product bugs, guiding users through workflows and troubleshooting steps.
- Issue Resolution: Diagnose and resolve complex technical problems, escalating to Engineering or Integrations teams when necessary. Document all findings and resolutions in the support ticketing system.
- Ticket Management: Follow up on tickets daily, ensuring timely resolution and proactive communication with customers.
- Feedback Loop: Collaborate with Engineering and Integrations to translate user feedback into scalable product improvements.
- Customer Success Collaboration: Assist Customer Success Managers with onboarding, training, and ongoing office hours to maximize user success.
- Continuous Learning: Stay current with industry trends, emerging technologies, and best practices in customer support and freight intelligence.
Essential Qualifications
- 3+ years of experience in IT or technical user support, preferably in a SaaS environment.
- Strong verbal and written communication skills, with confidence in troubleshooting issues directly with users over the phone or chat.
- Demonstrated ownership and follow‑through in driving issues to resolution.
- Solid understanding of APIs, webhooks, relational databases, and SQL.
- Experience with customer‑facing ticketing systems (e.g., Zendesk, ServiceNow).
- Ability to work independently and as part of a cross‑functional team.
Preferred Qualifications
- B2B SaaS experience, especially in logistics, transportation, or supply chain technology.
- Background in transportation or insurance domains.
- Experience with data analytics or AI‑driven platforms.
- Familiarity with edge computing or IoT devices.
- Certifications in SQL, cloud platforms (AWS, Azure, GCP), or customer support methodologies.
Skills & Competencies
- Technical Proficiency: Comfortable with SQL, RESTful APIs, JSON, and relational database concepts.
- Problem‑Solving: Analytical mindset with a knack for diagnosing complex issues and devising effective solutions.
- Customer‑Centricity: Passion for delivering exceptional service and building long‑term relationships.
- Communication: Clear, concise, and empathetic communication across multiple channels.
- Collaboration: Ability to work closely with Engineering, Product, and Customer Success teams.
- Adaptability: Comfortable in a fast‑paced, evolving environment with shifting priorities.
Career Growth & Learning Opportunities
At Brighthush, we believe in nurturing talent and fostering continuous growth. As a Senior Technical Customer Support Specialist, you will:
- Progress to senior support roles or transition into Product Management, Engineering, or Customer Success leadership.
- Participate in cross‑functional projects that shape the future of freight intelligence.
- Access a robust learning budget for certifications, courses, and conferences.
- Engage in mentorship programs with senior leaders across the organization.
- Contribute to open‑source initiatives and industry forums, amplifying Brighthush’s thought leadership.
Work Environment & Company Culture
Brighthush thrives on a culture of innovation, collaboration, and accountability. Our distributed team operates with a high degree of autonomy, supported by:
- Transparent communication channels and regular all‑hands meetings.
- Inclusive hiring practices that celebrate diverse perspectives.
- A focus on work‑life balance, with flexible schedules and remote work options.
- Regular hackathons, knowledge‑sharing sessions, and community outreach.
- A commitment to sustainability, ensuring that our solutions help reduce the carbon footprint of the transportation sector.
Compensation & Benefits
While specific salary ranges are tailored to experience and market conditions, Brighthush offers a competitive total rewards package that includes:
- Health, dental, and vision coverage for employees and dependents, with employer contributions toward premium costs.
- Unlimited paid time off (PTO) to support rest, travel, and personal commitments.
- Paid parental leave and flexible caregiving arrangements.
- Annual professional development budget for courses, certifications, and conferences.
- Full travel reimbursement for approved company travel.
- 401(k) retirement plan with company match.
- Employee stock purchase plan (ESPP) to share in Brighthush’s growth.
- Wellness stipend, mental health resources, and access to virtual fitness classes.
Why Brighthush?
Joining Brighthush means becoming part of a mission‑driven team that is reshaping the freight industry. You will:
- Work with state‑of‑the‑art technology that pushes the boundaries of edge sensing and AI.
- Collaborate with passionate professionals who are dedicated to solving real‑world problems.
- Enjoy a culture that values transparency, continuous learning, and personal growth.
- Make a measurable impact on the safety, efficiency, and sustainability of global supply chains.
Ready to Drive the Future of Truck Intelligence?
If you are a proactive, technically savvy, and customer‑focused professional eager to contribute to a transformative industry, we want to hear from you. Apply today and help Brighthush deliver unbreakable supply chains that keep the world moving forward.
Brighthush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
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