Experienced Technical Support Representative – Customer Experience & Troubleshooting Specialist (AECO Division)

About brighthush

brighthush is a forward‑thinking technology company that empowers professionals across construction, geospatial, agriculture, and transportation to work smarter, faster, and safer. By blending cutting‑edge positioning, modeling, connectivity, and data analytics, we bridge the digital and physical worlds, driving productivity, quality, safety, and sustainability. Our mission is simple: transform the way the world works, one solution at a time.

Why Join brighthush?

At brighthush, we believe that great technology is only as powerful as the people who use it. That’s why we invest heavily in our people, offering a culture that celebrates curiosity, collaboration, and continuous learning. Whether you’re a seasoned support professional or just starting your career, you’ll find:

• Opportunities to work with industry‑leading products and services.
• A supportive, inclusive environment that values diverse perspectives.
• Access to cutting‑edge training, certifications, and mentorship programs.
• Competitive compensation, comprehensive benefits, and flexible work arrangements.
• A chance to make a tangible impact on customers’ daily lives and on the future of work.

Role Overview

As a Technical Support Representative in our AECO Customer Experience division, you will be the frontline advocate for our customers. You’ll transform technical challenges into positive experiences by delivering timely, clear, and empathetic support across multiple channels—email, phone, chat, and ticketing systems. Your goal is to help customers achieve their objectives with brighthush products while fostering a sense of trust and confidence in our brand.

Key Responsibilities

• Respond to an average of 25 email inquiries and 10 phone calls per day, ensuring SLA compliance and customer satisfaction.
• Provide clear, concise, and jargon‑free explanations of technical issues and solutions.
• Document every interaction in our CRM, capturing troubleshooting steps, outcomes, and follow‑up actions.
• Manage individual queues, proactively clearing backlogs and prioritizing aging tickets.
• Assist with account and subscription management, including billing, refunds, and entitlement changes.
• Diagnose and resolve issues related to product installation, updates, extensions, and performance.
• Escalate complex problems to senior engineers or product specialists, providing all necessary context.
• Maintain up‑to‑date knowledge of product features, releases, and best practices through continuous learning.
• Collaborate with cross‑functional teams—Product, Engineering, Sales, and Marketing—to share customer insights and drive product improvements.
• Participate in on‑call rotations and occasional in‑office meetings as required.

Essential Qualifications

• Bachelor’s degree or equivalent experience in a customer‑facing role.
• Minimum of 2 years of experience supporting customers via chat, email, and phone.
• Strong customer‑focused mindset with a proven track record of turning challenges into opportunities.
• Technical proficiency with Windows, macOS, Android, iOS, and Google Workspace.
• Excellent communication skills—active listening, empathy, patience, and the ability to tailor messaging to diverse audiences.
• Exceptional time‑management and prioritization skills, capable of handling high‑volume, time‑sensitive interactions.
• Detail‑oriented approach to troubleshooting and documentation.
• Ability to remain calm and professional under pressure.
• Experience with remote support tools, ticketing systems, and knowledge‑base platforms.
• Comfortable working in a remote environment with occasional in‑office collaboration.

Preferred Qualifications

• Background in Engineering, Architecture, Design, or User Experience.
• Experience in a high‑volume customer support center.
• Familiarity with multiple operating systems and cross‑platform troubleshooting.
• Knowledge of brighthush product suite and industry best practices.
• Experience with remote desktop tools and screen‑sharing solutions.
• Previous exposure to subscription‑based billing and entitlement management.

Skills & Competencies

• Problem‑solving mindset with a focus on root‑cause analysis.
• Strong written and verbal communication skills.
• Customer‑centric attitude and a passion for delivering exceptional service.
• Adaptability to changing priorities and evolving product features.
• Team player who thrives in a collaborative, fast‑paced environment.
• Proactive learner who seeks out new knowledge and shares insights with peers.

Career Growth & Learning Opportunities

At brighthush, your professional development is a priority. As a Technical Support Representative, you’ll have access to:

• Structured onboarding and mentorship programs to accelerate your learning curve.
• Regular training sessions on product updates, industry trends, and soft‑skill development.
• Certification pathways in technical support, customer success, and product management.
• Clear career ladder with opportunities to advance to Senior Support Engineer, Team Lead, or Product Specialist roles.
• Cross‑functional projects that expose you to engineering, sales, and marketing teams.

Work Environment & Company Culture

brighthush fosters a culture of Belong, Innovate, and Grow. We celebrate diversity, encourage open dialogue, and reward creative problem‑solving. Our remote‑first approach means you can work from anywhere while staying connected through virtual collaboration tools and regular team huddles. When in the office, you’ll find a modern, collaborative space designed to spark innovation and teamwork.

Compensation & Benefits

While the exact compensation for this role is determined on a case‑by‑case basis, we offer:

• Competitive hourly rate aligned with industry standards.
• Health, dental, and vision insurance plans.
• Life and disability coverage.
• Paid time off, including vacation, sick leave, and holidays.
• Retirement savings plan with company match.
• Flexible work schedule and remote work options.
• Employee stock purchase program.
• Wellness initiatives, including mental health resources and fitness stipends.
• Professional development budget and tuition reimbursement.

Diversity & Inclusion

brighthush is committed to building an inclusive workplace where everyone feels valued and empowered. We actively promote diversity in hiring, provide equal opportunities for advancement, and support employees with disabilities or religious beliefs through reasonable accommodations. Our inclusive culture is reflected in our hiring practices, employee resource groups, and community outreach initiatives.

How to Apply

Ready to join a team that values innovation, customer success, and personal growth? Click the button below to submit your application and take the first step toward an exciting career with brighthush.

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Closing Statement

As a Technical Support Representative at brighthush, you’ll be at the heart of our customer experience, turning technical challenges into moments of delight. If you thrive on problem‑solving, enjoy building lasting relationships, and want to grow in a dynamic, technology‑driven environment, we want to hear from you. Join us and help shape the future of work—one customer at a time.