Remote Advanced Customer Support Technician – 2nd Shift – Expert PC & Network Troubleshooting Specialist for brighthush

About brighthush

brighthush is a leading innovator in mission-critical technology solutions, delivering cutting‑edge systems that keep our partners safe, connected, and operational. With a global footprint that spans defense, aerospace, and advanced communications, we empower organizations to achieve their most ambitious goals. Our culture is built on curiosity, collaboration, and a relentless pursuit of excellence. As a remote‑first company, we trust our people to work from anywhere in the United States, giving you the flexibility to balance professional growth with personal life.

Why This Role Matters

As a Remote Advanced Customer Support Technician on the 2nd shift, you will be the frontline guardian of our clients’ technology ecosystems. Your expertise will ensure that computers, printers, networks, and telecommunications systems run flawlessly, enabling mission success for both internal teams and external partners. This role is pivotal in translating complex technical challenges into clear, actionable solutions, and in fostering a culture of continuous improvement through AI‑driven insights.

Key Responsibilities

• Screen, Refer, and Diagnose: Evaluate incoming support tickets, determine the appropriate escalation path, and provide accurate diagnoses for hardware, software, and network issues.
• Incident Reporting: Prepare detailed help desk incident reports, documenting root causes, resolution steps, and follow‑up actions to maintain a robust knowledge base.
• Hardware & Software Evaluation: Assist in the assessment and troubleshooting of new and existing equipment, ensuring optimal performance and compliance with brighthush standards.
• Client‑Facing Support: Respond to technical inquiries from both internal stakeholders and external clients, delivering timely, professional assistance for web‑enabled solutions.
• Training & Knowledge Sharing: Conduct user training sessions, create instructional materials, and mentor junior technicians to elevate overall team competency.
• Continuous Improvement: Identify opportunities to integrate AI and automation into support workflows, driving efficiency and enhancing customer satisfaction.
• Collaboration & Influence: Work closely with cross‑functional teams—engineering, product management, and operations—to influence product enhancements and process improvements.

Essential Qualifications

• Associate degree in Computer Science, Information Technology, or a related field, or equivalent professional experience.
• Minimum of 3 years of hands‑on technical support experience, preferably in a mission‑critical environment.
• U.S. citizenship required (or eligibility for work authorization).
• Proven ability to provide clear, concise technical training to users of varying skill levels.
• Strong problem‑solving skills with a track record of handling unexpected demands and adapting to new situations.
• Creative thinker who excels at multi‑tasking and prioritizing competing requests.
• Demonstrated commitment to ongoing professional development and staying current with emerging technologies.
• Team player who thrives in collaborative environments and celebrates collective success.

Preferred Qualifications

• Experience with AI‑driven support tools or knowledge‑base automation.
• Certifications such as CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator.
• Background in defense or aerospace technology support.
• Fluency in troubleshooting web‑enabled solutions and cloud‑based services.

Core Skills & Competencies

• Technical Proficiency: Deep understanding of Windows, macOS, Linux, networking protocols, and common office hardware.
• Communication: Exceptional verbal and written communication skills, capable of translating technical jargon into user‑friendly language.
• Analytical Thinking: Ability to dissect complex problems, identify root causes, and propose effective solutions.
• Customer‑Centric Mindset: Passion for delivering outstanding service and building lasting client relationships.
• Adaptability: Comfortable working in a fast‑paced, evolving environment with shifting priorities.
• Collaboration: Skilled at working with cross‑functional teams and influencing stakeholders.
• Innovation: Proactive in exploring new technologies and methodologies to improve support processes.

Career Growth & Learning Opportunities

At brighthush, we believe that your career should evolve alongside the technology you support. As an Advanced Customer Support Technician, you will have access to:

• Structured mentorship programs with senior engineers and product managers.
• Regular training sessions on emerging technologies, including AI, cybersecurity, and cloud platforms.
• Opportunities to transition into specialized roles such as Systems Engineer, Product Support Lead, or Technical Project Manager.
• Participation in cross‑departmental initiatives that shape the future of our support architecture.

Work Environment & Culture

brighthush champions a culture of trust, autonomy, and continuous learning. Our remote‑first model empowers you to design a work schedule that aligns with your personal life while maintaining high performance. You will collaborate with a diverse team of experts from around the country, sharing knowledge through virtual workshops, chat channels, and weekly stand‑ups. We celebrate successes with virtual recognition programs, and we encourage you to bring your authentic self to every interaction.

Compensation, Perks, and Benefits

While specific figures vary by experience and location, brighthush offers a competitive salary package that includes:

• Base salary commensurate with industry standards and your expertise.
• Performance‑based bonuses tied to customer satisfaction metrics and support efficiency.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Generous paid time off, including vacation, sick leave, and holidays.
• Flexible work hours and the ability to work from any U.S. location.
• Professional development stipend for certifications, conferences, and courses.
• Access to cutting‑edge tools and technologies to support your daily work.

How to Apply

If you are ready to take your technical support career to the next level, join brighthush and become part of a team that values innovation, collaboration, and excellence. Click the link below to submit your application and start your journey with us today.