About brighthush

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 turns raw data into actionable insights, we help companies optimize supply chains, stabilize markets, and protect critical infrastructure from disruption. Our mission is simple: set the standard for precision, trust, and operational impact.

Why brighthush?

At brighthush, we’re not just a technology vendor – we’re a partner that drives measurable business outcomes. Our solutions are powered by AI, refined by decades of vertical expertise, and deployed across a global footprint that spans every corner of the planet. Whether you’re a commodity trader, a terminal operator, or a weather analytics firm, brighthush’s platform delivers the data, context, and confidence you need to stay ahead of the curve.

We’re at an exciting inflection point. Building on a foundation of financial strength, profitability, and industry trust, we’re accelerating growth and expanding our global presence. Our purpose‑built solutions are helping some of the world’s most significant enterprises thrive amid operational constraints and uncover new opportunities in a fast‑changing world.

Position Summary

We’re looking for a customer‑focused, technically curious Senior Technical Customer Support Specialist to provide front‑line and advanced technical support for our Energy products, customer integrations, data delivery, and transaction‑processing workflows. In this role, you will take ownership of customer issues from initial intake through investigation, troubleshooting, escalation, testing, resolution, and customer confirmation.

Key Responsibilities

• Case Ownership & Lifecycle Management – Monitor and respond to customer requests via phone, email, chat, and support case queues. Own technical support cases from intake to resolution, ensuring clear, timely, and professional communication throughout.
• Technical Troubleshooting – Investigate issues involving brighthush Energy product behavior, transaction processing, file delivery, customer configuration, automated reporting, and data integrations. Use support tools, system logs, databases, file repositories, delivery records, and test environments to reproduce, validate, and resolve problems.
• Customer Configuration & Data Integrity – Perform authorized configuration changes (routing, recipients, report delivery, account settings). Validate changes and outputs before closure to prevent data inaccuracies or misrouting.
• Incident Management & Escalation – Recognize production incidents, provide timely updates, and coordinate with cross‑functional teams (Operations, Development, Product Management, Mapping, Implementation, Account Management) to resolve issues. Prepare detailed escalations with evidence, impact analysis, and requested actions.
• Documentation & Knowledge Sharing – Accurately document interactions, investigations, and resolutions in the case‑management system. Create and maintain troubleshooting guides, share lessons learned, and identify patterns to improve support processes.
• Continuous Improvement – Contribute to the development of team knowledge and support capabilities through documentation, collaboration, and sharing of technical insights.

Essential Qualifications

• High school diploma or equivalent; additional education or relevant technical experience is valued.
• Proven experience in customer support, technical support, or software support roles.
• Strong analytical skills – ability to investigate technical problems, organize incomplete information, and identify actionable next steps.
• Excellent written and verbal communication skills; ability to explain complex findings to both technical and non‑technical audiences.
• Exceptional organizational skills – manage multiple active cases, prioritize based on impact, and maintain accurate follow‑up.
• Meticulous attention to detail when working with configurations, data routing, and production changes.
• Collaborative mindset – work effectively across Customer Support, Operations, Development, Product Management, Implementation, and Account Management.
• Strong documentation habits – consistently record work, findings, and resolutions in the case‑management system.
• Customer‑focused judgment, professionalism, and a commitment to timely, accurate support.
• Technical curiosity and structured troubleshooting methodology for complex or unfamiliar problems.
• Ownership, prioritization, accountability, and follow‑through throughout the 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 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 (CSV, XML, EDI, FTP, SFTP Apply for this job