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About brighthush
brighthush is not just a technology company; it is a catalyst for transformation in the automotive repair industry. Founded in 2019, we set out with a bold vision: to become the most trusted partner for repair shops worldwide by delivering cloud‑based tools that simplify every step of the customer journey. Today, we power over 30,000 shops, enabling more than 50 million repair orders each year. Our suite of solutions—ranging from real‑time communication hubs to touchless payment gateways and automated valet pickup—has redefined how shops operate, grow, and delight their customers.
Our mission is simple yet powerful: to simplify the customer experience from start to finish while giving shop owners the tools they need to scale their businesses, increase profitability, and keep customers coming back. We do this by combining cutting‑edge technology with a relentless focus on customer success. Every line of code, every support ticket, and every product update is driven by the goal of making the repair experience smoother for both shop owners and their customers.
At brighthush, we believe that our people are the heart of our success. We foster a culture of continuous learning, collaboration, and innovation. Every team member is encouraged to take ownership, experiment, and drive real impact for our customers. If you thrive in a fast‑moving SaaS environment and want to help shape the future of automotive technology, brighthush is the place for you.
Role Overview
As a Senior Technical Support Specialist – Advanced Troubleshooting & Workflow Optimization for brighthush’s flagship Shop Boss platform, you will be the frontline guardian of our customers’ experience. You will diagnose, troubleshoot, and resolve complex technical issues while acting as a trusted advisor who helps shops maximize the value of our solutions. Your work will directly influence customer satisfaction, product improvement, and the overall success of the brighthush ecosystem.
In this role, you will:
- Serve as the first point of contact for high‑priority technical issues.
- Collaborate with cross‑functional teams to drive product enhancements.
- Mentor junior support staff and elevate the overall quality of our support organization.
- Own the end‑to‑end lifecycle of complex tickets, from diagnosis to resolution and knowledge‑base documentation.
Day‑in‑the‑Life
Imagine starting your day by reviewing the support queue, identifying priority tickets, and setting your focus for the day. You’ll spend a significant portion of your time engaging with shop owners via phone, chat, or screen‑sharing, guiding them through troubleshooting steps, and ensuring they feel heard and supported. When you encounter a recurring issue, you’ll collaborate with Product and Engineering to surface root causes and propose fixes. At the end of the day, you’ll update the knowledge base, share insights with the team, and reflect on how your work contributed to a higher CSAT score.
Key Responsibilities
- Front‑line Technical Support: Provide expert assistance via phone, email, chat, and screen‑sharing tools. Resolve application, configuration, and workflow issues with speed and professionalism.
- Issue Diagnosis & Documentation: Gather detailed information, reproduce problems, and log clear, actionable case notes. Ensure knowledge is captured for future reference and shared with the support community.
- Cross‑Functional Collaboration: Work closely with Product, Engineering, and Customer Success teams. Escalate complex or recurring issues with well‑defined steps, impact analysis, and customer context.
- Customer Advocacy: Educate users on best practices, identify product gaps or emerging trends, and contribute to continuous improvement of documentation and support processes.
- Process Improvement: Analyze support metrics, identify bottlenecks, and propose solutions that enhance first‑contact resolution, reduce backlog, and improve CSAT scores.
- Mentorship & Knowledge Sharing: Mentor junior support staff, conduct training sessions, and lead knowledge‑base updates to elevate team performance.
Essential Qualifications
- 1–2 years of experience in a technical support, customer support, or helpdesk role within a SaaS, software, or technology‑enabled environment.
- Strong problem‑solving skills with a methodical approach to root‑cause analysis.
- Excellent written and verbal communication skills, capable of translating technical concepts to non‑technical users.
- Proficiency with ticketing systems and support tools such as Zendesk, Jira, Salesforce, or equivalent platforms.
- Ability to manage multiple cases simultaneously, prioritize effectively, and meet response‑time and resolution expectations in a fast‑paced environment.
Preferred Qualifications (Optional)
- Experience supporting automotive software, POS, or shop management systems.
- Familiarity with web‑based applications, APIs, integrations, or data workflows.
- Experience using screen‑sharing and remote support tools to assist customers.
- Exposure to SQL, reporting tools, log analysis, or other technical diagnostic tools.
- Experience working within a metrics‑driven support organization, including familiarity with CSAT, SLA, First Contact Resolution, or backlog management.
Skills & Competencies for Success
- Technical Acumen: Comfortable navigating cloud platforms, understanding integration points, and troubleshooting configuration issues.
- Customer‑Centric Mindset: Passion for delivering exceptional service and turning challenges into opportunities for improvement.
- Analytical Thinking: Ability to dissect complex problems, identify patterns, and propose actionable solutions.
- Collaboration: Strong teamwork skills, open to feedback, and adept at working with cross‑functional stakeholders.
- Adaptability: Thrives in a dynamic environment where priorities shift quickly and new tools or processes are introduced.
- Continuous Learning: Eager to stay current with industry trends, new technologies, and best practices in customer support.
Career Growth & Learning Opportunities
At brighthush, we view every role as a stepping stone to greater responsibility. As a Senior Technical Support Specialist, you will:
- Lead initiatives that shape the support roadmap and influence product development.
- Progress to a Support Manager or Customer Success Manager role, overseeing a team of specialists.
- Gain exposure to product strategy, data analytics, and engineering roadmaps.
- Participate in industry conferences, webinars, and internal training programs.
- Earn certifications in customer support, SaaS operations, or automotive technology.
Work Environment & Company Culture
brighthush offers a vibrant, inclusive workplace where creativity and collaboration thrive. Our culture is built on:
- Transparency: Open communication channels, regular town halls, and a flat hierarchy that encourages idea sharing.
- Innovation: A “fail fast, learn fast” mindset that empowers employees to experiment and iterate.
- Work‑Life Balance: Flexible remote work options, generous paid time off, and wellness programs.
- Diversity & Inclusion: Commitment to building a workforce that reflects the communities we serve.
- Recognition: Regular shout‑outs, performance bonuses, and career advancement opportunities.
Compensation, Perks, and Benefits
While specific figures vary based on experience and location, brighthush offers a competitive total rewards package that includes:
- Base salary commensurate with market rates for senior support roles.
- Performance‑based bonuses tied to customer satisfaction and support metrics.
- Health, dental, and vision insurance plans.
- 401(k) matching program.
- Unlimited paid time off and flexible work arrangements.
- Professional development budget and access to industry conferences.
- Employee stock purchase plan and equity options.
- Wellness stipend, mental health resources, and on‑site fitness facilities (where applicable).
Why Join brighthush?
At brighthush, you will:
- Be part of a mission‑driven company that is reshaping the automotive repair industry.
- Work with cutting‑edge technology that directly impacts thousands of shop owners and their customers.
- Collaborate with talented engineers, product managers, and customer success leaders who are passionate about innovation.
- Enjoy a culture that values autonomy, ownership, and continuous improvement.
- Receive ongoing support for your professional growth and career advancement.
Ready to Make an Impact?
If you are a proactive, customer‑focused technical specialist who thrives in a fast‑paced SaaS environment, we want to hear from you. Join brighthush and help us empower repair shops worldwide to deliver exceptional service, increase profitability, and drive industry innovation.
Apply today and become a key player in the future of automotive technology!
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