Customer Support Technician – Remote Technical Support Specialist for Fiber‑Optic Connectivity Solutions at brighthush

About brighthush

brighthush is a trailblazer in the information technology sector, delivering high‑speed fiber‑optic internet, television, voice, and business services that connect communities and empower businesses across the United States. With a mission to build stronger, more resilient networks, brighthush invests in cutting‑edge technology, sustainable infrastructure, and a culture of innovation. Our team of passionate engineers, technicians, and customer‑centric professionals work together to create seamless, reliable experiences for millions of customers, from suburban households to enterprise‑grade data centers.

Role Overview

As a Customer Support Technician at brighthush, you will be the first line of defense for our customers when they encounter technical challenges. Working remotely from any of the states listed below, you will diagnose, troubleshoot, and resolve internet, networking, and service‑related issues with speed and precision. Your role will blend technical expertise with exceptional communication skills, ensuring that every customer interaction reflects the high standards of brighthush.

Why This Role Matters

In a world where connectivity is the backbone of daily life, the Customer Support Technician is the guardian of our customers’ digital experience. Your work directly impacts the reliability of home and business networks, the satisfaction of our users, and the reputation of brighthush as a trusted service provider. By mastering troubleshooting techniques and fostering a culture of continuous improvement, you will help us maintain our position as a leader in fiber‑optic connectivity.

Key Responsibilities

• Technical Troubleshooting: Diagnose and resolve a wide range of service issues, including internet connectivity, network performance, and hardware faults, using remote diagnostic tools and customer‑reported data.
• Repair Coordination: Schedule and coordinate on‑site repairs or equipment replacements with field technicians and service teams, ensuring minimal downtime for customers.
• Documentation & Reporting: Accurately log all customer interactions, troubleshooting steps, and resolution outcomes in the company’s ticketing system, maintaining a clear audit trail for future reference.
• Customer Advocacy: Act as the customer’s advocate within the organization, escalating complex issues to higher‑level support or engineering teams while keeping the customer informed throughout the process.
• Process Improvement: Identify recurring problems or bottlenecks and collaborate with cross‑functional teams to refine support workflows, knowledge bases, and training materials.
• Compliance & Security: Follow all company policies, data privacy regulations, and security protocols when handling customer information and troubleshooting network equipment.
• Continuous Learning: Stay current with the latest fiber‑optic technologies, industry standards, and best practices to provide top‑tier support and contribute to the knowledge base.

Essential Qualifications

• High school diploma or GED; any additional technical certification (e.g., CompTIA A+, Network+, or equivalent) is a plus.
• 1–3 years of experience in technical support, customer service, or a related field, preferably within the telecommunications or IT industry.
• Strong understanding of networking fundamentals, including TCP/IP, DNS, DHCP, and basic routing concepts.
• Proficiency with remote troubleshooting tools (e.g., TeamViewer, Remote Desktop, or proprietary support platforms).
• Excellent verbal and written communication skills in English, with the ability to explain technical concepts to non‑technical customers.
• Self‑motivated, detail‑oriented, and capable of working independently in a remote environment.
• Legal authorization to work in the United States.

Preferred Qualifications

• Experience troubleshooting fiber‑optic or broadband service issues, including signal loss, latency, and bandwidth throttling.
• Knowledge of VoIP, IPTV, and other broadband services offered by brighthush.
• Familiarity with ticketing systems such as Zendesk, ServiceNow, or Jira Service Management.
• Previous experience in a remote support role, demonstrating strong time‑management and self‑discipline.
• Technical certifications such as CCNA, CCNP, or equivalent networking credentials.
• Experience with scripting or automation tools (e.g., PowerShell, Bash) to streamline troubleshooting tasks.

Skills & Competencies

• Problem‑Solving: Ability to analyze complex technical issues, identify root causes, and implement effective solutions quickly.
• Customer‑Centric Mindset: Passion for delivering outstanding service and turning challenging situations into positive experiences.
• Adaptability: Comfortable working in a fast‑paced environment with evolving technologies and shifting priorities.
• Team Collaboration: Willingness to collaborate with field technicians, engineers, and product teams to resolve issues.
• Attention to Detail: Precision in documenting steps, outcomes, and customer feedback to support continuous improvement.
• Time Management: Ability to juggle multiple tickets, prioritize tasks, and meet service level agreements (SLAs).

Career Growth & Learning Opportunities

At brighthush, we believe that growth is a shared journey. As a Customer Support Technician, you will have access to a structured career ladder that can lead to roles such as Senior Support Engineer, Technical Account Manager, or Field Service Lead. We invest heavily in professional development through:

• On‑the‑job training with experienced mentors.
• Access to industry certifications and exam vouchers.
• Regular knowledge‑sharing sessions and internal tech talks.
• Participation in cross‑functional projects that broaden your skill set.

Work Environment & Company Culture

brighthush thrives on a culture of innovation, collaboration, and inclusivity. Even though this role is fully remote, you will be an integral part of a vibrant team that values open communication, continuous feedback, and a healthy work‑life balance. Our remote work infrastructure includes:

• High‑speed VPN access to internal systems.
• Monthly virtual team‑building events and quarterly in‑person retreats.
• Flexible scheduling to accommodate different time zones.
• Access to a digital knowledge base, forums, and peer‑support channels.

Compensation & Benefits

Salary Range: USD 35,360 – 37,440 per year (commensurate with experience and qualifications). Benefits Package:

• 401(k) plan with company match.
• Comprehensive health, dental, and vision insurance.
• Paid time off (PTO), holidays, and sick leave.
• Employee assistance program (EAP) and wellness resources.
• Professional development stipend and tuition reimbursement.
• Employee referral bonus program.
• Remote work stipend for home office setup.

Locations & Remote Eligibility

This position is fully remote and open to candidates residing in the following states: Indiana, Arizona, Colorado, Florida, Iowa, Illinois, Kansas, Kentucky, Louisiana, Michigan, Minnesota, Missouri, North Carolina, Nebraska, New Mexico, Ohio, Oklahoma, Texas, Virginia, and Wisconsin. If you live in one of these states and meet the qualifications, we encourage you to apply.

How to Apply

Ready to join a forward‑thinking team that is shaping the future of connectivity? Click the link below to submit your application and take the first step toward an exciting career at brighthush. We look forward to learning how your skills and passion can help us deliver unparalleled service to our customers.