Customer Support Technician – Network & Remote Desktop Specialist – Full‑Time, Remote (Oak Ridge, Tennessee)

About brighthush

brighthush is a global leader in cutting‑edge security and inspection solutions, delivering innovative technology that protects people, property, and critical infrastructure. With a presence in more than 30 countries, we empower our clients with reliable, scalable systems that keep their operations safe and compliant. Our culture is built on curiosity, collaboration, and a relentless commitment to excellence. At brighthush, every team member has the opportunity to grow, learn, and make a tangible impact on the world.

Role Overview

As a Customer Support Technician at brighthush, you will be the first line of defense for our global customer base. You will troubleshoot complex network, VPN, and remote desktop issues, ensuring our clients can rely on our systems 24/7. This role blends technical expertise with exceptional customer service, requiring a proactive mindset, strong analytical skills, and a passion for problem‑solving. If you thrive in a fast‑paced environment and enjoy turning challenges into solutions, this is the role for you.

Key Responsibilities

• Technical Support & Troubleshooting: Diagnose and resolve network, VPN, and remote desktop issues for customers across multiple platforms.
• System Management: Perform routine maintenance, configuration, and updates on Windows environments, ensuring optimal performance and security.
• Documentation & Knowledge Base: Record detailed incident reports, update troubleshooting guides, and contribute to our internal knowledge base.
• Customer Interaction: Communicate clearly and professionally with clients via phone, email, and remote support tools, turning complex technical concepts into actionable insights.
• Collaboration: Work closely with engineering, product, and field teams to provide feedback on product improvements and to resolve escalated issues.
• Compliance & Safety: Adhere to safety protocols, including the ability to lift up to 50 lbs and work at heights when required, and maintain compliance with industry regulations.
• Travel & On‑Site Support: Travel up to 2% of the time to client sites for on‑site troubleshooting and system installations.

Essential Qualifications

• Associate’s degree or equivalent experience in a technical field (e.g., Information Technology, Computer Science, Network Engineering).
• Minimum of 1 year of technical support experience, preferably in a networked environment.
• Proficiency with Windows operating systems, TCP/IP protocols, VPN technologies, and Remote Desktop Services.
• Strong command of Microsoft Office Suite and basic SQL query skills.
• Excellent verbal and written communication skills in English.
• Physical ability to lift up to 50 lbs and work at heights when necessary.
• Valid driver’s license and willingness to travel up to 2% of the time.

Preferred Qualifications

• Experience with industrial control systems (e.g., PanelView) and customer relationship management (CRM) software.
• Knowledge of security protocols and compliance standards such as ISO 27001 or NIST.
• Certifications such as CompTIA Network+, Microsoft Certified: Azure Fundamentals, or equivalent.
• Previous experience in a manufacturing or security technology environment.
• Fluency in additional languages (Spanish, French, Mandarin, etc.) is a plus.

Skills & Competencies

• Technical Aptitude: Quick learner with a strong foundation in networking, operating systems, and database fundamentals.
• Problem‑Solving: Ability to analyze complex issues, identify root causes, and implement effective solutions.
• Customer‑Centric Mindset: Empathy, patience, and a genuine desire to help customers succeed.
• Time Management: Prioritize multiple tickets, meet SLAs, and manage time efficiently in a remote setting.
• Collaboration: Work seamlessly with cross‑functional teams, sharing insights and best practices.
• Adaptability: Thrive in a dynamic environment where priorities shift quickly.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Customer Support Technician, you will have access to:

• Structured onboarding and mentorship programs to accelerate your learning curve.
• Regular technical training sessions covering the latest networking protocols, security best practices, and product updates.
• Opportunities to transition into specialized roles such as Network Engineer, Field Service Technician, or Product Support Manager.
• Participation in cross‑departmental projects that influence product roadmaps and customer experience.
• Access to a comprehensive learning portal with courses, certifications, and knowledge sharing forums.

Work Environment & Company Culture

brighthush fosters a culture of innovation, inclusivity, and continuous improvement. Key highlights include:

• Remote‑First Flexibility: Work from anywhere while staying connected through collaborative tools and regular virtual team huddles.
• Diversity & Inclusion: A workplace where diverse perspectives are celebrated and every voice is heard.
• Employee Wellness: Access to mental health resources, virtual fitness classes, and wellness challenges.
• Community Impact: Participate in volunteer initiatives and sustainability projects that make a difference locally and globally.
• Recognition & Rewards: Regular shout‑outs, performance bonuses, and peer‑to‑peer recognition programs.

Compensation & Benefits

We offer a competitive salary range of $37,440 – $45,760 per year, commensurate with experience and qualifications. In addition to base pay, you will receive:

• Generous paid time off (PTO) and holiday schedule.
• 401(k) retirement plan with company match.
• Health, dental, and vision insurance plans.
• Flexible spending accounts (FSA) and health savings accounts (HSA).
• Employee assistance program (EAP) for personal and professional support.
• Professional development stipend and tuition reimbursement for relevant courses.
• Employee discount program for brighthush products and partner services.

How to Apply

Ready to join a team that values technical excellence and customer success? Submit your application through our careers portal. Include a resume, cover letter detailing your relevant experience, and any certifications you hold. We look forward to learning how you can contribute to brighthush’s mission of safeguarding the world.

Join brighthush Today

As a Customer Support Technician, you will be at the forefront of our customer experience, ensuring that our cutting‑edge security solutions operate flawlessly for clients worldwide. If you are passionate about technology, dedicated to service, and eager to grow in a dynamic, supportive environment, we want to hear from you. Apply now and become part of a company that is redefining safety and innovation across the globe.