Senior Technical Customer Support Specialist – Energy Data & Integration Solutions

About brighthush and the Energy Data Landscape

brighthush is a global data and technology powerhouse that empowers leaders in energy, agriculture, and weather‑driven industries to make faster, smarter decisions. With a proprietary Operational Decisioning Platform that transforms raw data into decision‑grade insights, brighthush helps companies optimize supply chains, safeguard infrastructure, and uncover new growth opportunities in an ever‑changing world. Our solutions are built on decades of vertical expertise, AI‑driven analytics, and a relentless commitment to precision, trust, and operational impact.

We are at an exciting inflection point. Leveraging a solid foundation of financial strength, profitability, and industry trust, brighthush is accelerating growth and expanding its global footprint. We are looking for a customer‑focused, technically curious specialist to join our Energy Support team and help us deliver world‑class service to our most critical clients.

Position Overview

As a Senior Technical Customer Support Specialist, you will be the first line of defense for our Energy product suite. You will own the entire support lifecycle—from intake and investigation to resolution and customer confirmation—ensuring that every issue is resolved efficiently, accurately, and with the highest level of customer satisfaction.

You will work closely with cross‑functional teams—including Operations, Development, Product Management, Implementation, Mapping, and Account Management—as well as customer IT teams and third‑party providers. Your role will blend deep technical troubleshooting with clear, customer‑friendly communication, and you will be instrumental in maintaining the integrity and reliability of our data delivery and transaction‑processing workflows.

Key Responsibilities

Customer Support & Case Ownership

• Monitor and respond to customer requests received via phone, email, online chat, and support case queues.
• Own technical support cases from initial intake through investigation, resolution, follow‑up, and customer confirmation.
• Provide accurate, timely, and professional communication throughout the support process.
• Advance cases independently, coordinate resources, and confirm successful outcomes rather than merely routing requests.
• Manage multiple active cases, prioritizing work based on customer needs, business impact, and operational urgency.
• Distinguish among product questions, configuration issues, software defects, implementation requests, and enhancement requests, ensuring each is addressed or routed appropriately.

Technical Troubleshooting & Issue Resolution

• Investigate and troubleshoot issues involving brighthush Energy product behavior, transaction processing, file delivery, customer configuration, automated reporting, and data integrations.
• Utilize support tools, system logs, databases, file repositories, delivery records, and test environments to reproduce, validate, and resolve reported problems.
• Review structured data and file‑delivery workflows, including CSV, XML, EDI, FTP, and SFTP processes.
• Identify customer‑specific processing issues, data‑format discrepancies, routing problems, and automated delivery failures.
• Collaborate directly with customer technical teams and third‑party providers to clarify requirements and troubleshoot integration issues.
• Reproduce reported issues, evaluate findings, and validate corrective actions before closing cases.
• Apply structured troubleshooting techniques and sound technical judgment when dealing with incomplete or ambiguous information.

Customer Configuration & Data Integrity

• Perform authorized configuration changes involving data routing, recipients, report delivery, account settings, and customer‑specific processing options.
• Validate configuration changes and resulting system outputs before case closure to reduce the risk of incorrect, incomplete, duplicated, or misrouted data.
• Exercise meticulous attention to detail when handling production‑related changes and business‑sensitive information.
• Adhere to security, privacy, confidentiality, and data‑handling requirements when accessing customer information or making production changes.
• Apply change discipline and verification procedures to maintain data accuracy and operational reliability.

Incident Management & Cross‑Functional Escalation

• Recognize potential production incidents and appropriately escalated issues based on severity, customer impact, and business risk.
• Provide timely customer updates during incidents and confirm service restoration before concluding the support process.
• Coordinate with Operations, Development, Product Management, Mapping, Implementation, Account Management, and other internal teams to determine resolution paths.
• Prepare effective technical escalations that include supporting evidence, business impact, troubleshooting history, and a clearly defined requested action.
• Collaborate with customer IT teams, third‑party integration providers, and internal technical resources to resolve complex issues.
• Demonstrate sound judgment when determining whether issues require additional technical expertise, operational intervention, or product‑level investigation.

Documentation, Knowledge Sharing & Continuous Improvement

• Accurately document customer interactions, technical investigations, troubleshooting steps, configuration changes, findings, and resolutions within the designated case‑management system.
• Maintain clear and consistent case records that support follow‑up, escalation, reporting, and knowledge sharing.
• Create and maintain troubleshooting documentation and share lessons learned from recurring or complex customer issues.
• Identify patterns in recurring support issues and recommend improvements to monitoring, documentation, technical tooling, and support processes.
• Contribute to the development of team knowledge and support capabilities through documentation, collaboration, and the sharing of technical insights.
• Continuously expand knowledge of brighthush Energy products, technical integrations, data workflows, and customer business processes.

Essential Qualifications

• High school diploma or equivalent; additional education or relevant technical experience is valued.
• Experience in customer support, technical support, software support, or a related customer‑facing role.
• Demonstrated ability to investigate technical or operational problems, organize incomplete information, and identify practical next steps.
• Strong written and verbal communication skills, with the ability to explain technical findings clearly to both technical and non‑technical audiences.
• Excellent organizational skills, capable of managing multiple active cases, prioritizing based on customer and business impact, and maintaining accurate follow‑up.
• Strong attention to detail when working with customer configurations, data routing, system outputs, and production‑related changes.
• Ability to collaborate effectively across Customer Support, Operations, Development, Product Management, Implementation, and Account Management teams.
• Ability to clearly and consistently document work, technical findings, customer interactions, and resolutions in a case‑management system.
• Customer‑focused judgment, professionalism, and a commitment to delivering timely, accurate, and effective support.
• Technical curiosity and the ability to apply structured troubleshooting methods to complex or unfamiliar problems.
• Demonstrated ownership, prioritization, accountability, and follow‑through throughout the customer support lifecycle.
• Sound judgment regarding data accuracy, confidentiality, security, and production change management.
• Ability to make appropriate escalation decisions and communicate effectively with cross‑functional stakeholders.
• Strong documentation, collaboration, and knowledge‑sharing skills.
• Willingness to learn complex products, technical systems, and energy‑industry workflows.

Preferred Qualifications

• Experience troubleshooting software applications, data workflows, transaction‑processing systems, or system integrations.
• Familiarity with structured data formats and delivery technologies, including CSV, XML, EDI, FTP, and SFTP.
• Understanding of file naming conventions, folder structures, and automated data‑delivery processes.
• Experience reviewing application or system logs, processing history, delivery records, and structured input or output files.
• Experience reproducing technical issues and validating solutions in testing and production‑support environments.
• Experience using Salesforce or another customer case‑management platform.
• Experience working directly with customer IT teams or third‑party system integration providers.
• Experience within the Energy industry, including familiarity with pricing, terminals, sites, invoices, bills of lading, allocations, suppliers, buyers, or sellers.
• Familiarity with customer‑specific data configurations, transaction workflows, automated reporting, or production support processes.
• Experience identifying recurring technical issues and contributing to improvements in support documentation, monitoring, or troubleshooting practices.

Skills & Competencies for Success

• Analytical thinking and problem‑solving prowess.
• Strong technical aptitude with a passion for learning new technologies.
• Exceptional communication skills—both written and verbal.
• Customer‑centric mindset and a drive to exceed expectations.
• Ability to thrive in a fast‑paced, collaborative environment.
• Proficiency with troubleshooting tools, log analysis, and data validation techniques.
• Knowledge of data security best practices and compliance standards.
• Adaptability to evolving product features and industry trends.

Career Growth & Learning Opportunities

At brighthush, we believe that continuous learning fuels innovation. As a Senior Technical Customer Support Specialist, you will have access to:

• Unlimited access to 13,000+ courses on our learning platform, covering everything from advanced data analytics to emerging AI technologies.
• Mentorship from seasoned engineers, product managers, and industry experts.
• Regular knowledge‑sharing sessions, hackathons, and cross‑functional workshops.
• Clear career pathways into senior support roles, technical account management, or product development.
• Opportunities to contribute to product roadmaps by providing frontline insights and customer feedback.

Work Environment & Culture at brighthush

Our culture is built on the pillars of clarity, trust, and action. We are a team of problem‑solvers, outcome‑drivers, and industry nerds who believe that precision matters. You will find:

• A collaborative, inclusive environment where every voice is heard.
• Flexible working hours and a remote‑first model that supports work‑life balance.
• Regular team‑building events, both virtual and in‑person.
• A commitment to diversity, equity, and inclusion, with initiatives that empower underrepresented groups.
• Recognition programs that celebrate achievements and milestones.

Compensation & Benefits

We offer a competitive base pay range of $20.50 to $27.00 per hour, Apply for this job