Remote Customer Support Technician – Fiber Optic & MDU Technical Specialist at brighthush

About brighthush and the Fiber Optic Revolution

brighthush is a trailblazer in the fiber‑optic telecommunications industry, delivering blazing‑fast internet, reliable voice, and cutting‑edge data services to businesses and multi‑dwelling units (MDUs) across the United States. Founded in 2005, brighthush has grown into a dynamic organization of over 1,500 employees, known for its customer‑centric approach, innovative technology, and commitment to creating a connected future. As a remote‑first company, we empower our teams to work from anywhere in the U.S., fostering flexibility, collaboration, and a culture of continuous learning.

Why Join brighthush?

At brighthush, you’ll be part of a mission‑driven team that transforms how people and businesses communicate. We invest heavily in professional development, offer competitive compensation, and provide a supportive environment where your ideas can shape the next generation of fiber‑optic solutions. Whether you’re a seasoned technician or a recent graduate eager to dive into the world of high‑speed connectivity, brighthush offers the resources, mentorship, and career pathways to help you thrive.

Job Overview

We are seeking a dedicated Remote Customer Support Technician to serve our growing portfolio of MDU customers. In this role, you will be the frontline technical expert, troubleshooting service issues, coordinating repairs, and collaborating with cross‑functional teams to ensure seamless service delivery. Your technical acumen, customer‑first mindset, and ability to navigate complex network problems will directly impact customer satisfaction and brand loyalty.

Key Responsibilities

• Respond promptly to customer and internal requests related to MDU service outages, repairs, and technical inquiries.
• Execute systematic troubleshooting of internet and network‑related issues using the established 5‑Step Troubleshooting Guide.
• Leverage multiple internal systems and diagnostic tools to accurately document, track, and resolve customer tickets.
• Strive for First Call Resolution (FCR) by applying effective problem‑solving techniques and clear communication.
• Coordinate and schedule field technician truck rolls when remote troubleshooting is insufficient.
• Collaborate closely with MDU Customer Relations to identify customer‑focused solutions and provide timely service updates.
• Partner with Business Technical Support, Field Operations, and other internal stakeholders to resolve complex technical challenges.
• Monitor the lifecycle of customer issues, ensuring timely completion and high satisfaction scores.
• Maintain meticulous records of all troubleshooting activities and customer interactions within the company’s ticketing system.
• Stay current on brighthush products, services, systems, and promotional offerings to provide accurate information to customers.
• Offer proactive recommendations that align with customer needs while upholding service quality standards.
• Demonstrate strong analytical and problem‑solving skills to identify root causes and recommend appropriate solutions.
• Travel to EVV sites twice a year to support on‑site troubleshooting and team collaboration.
• Perform additional duties as assigned to support business objectives.

Essential Qualifications

• High school diploma or GED; associate degree in Information Technology, Communications, or related field preferred.
• Minimum of 1–3 years of experience in technical support, telecommunications, networking, or customer service.
• Strong verbal and written communication skills, with the ability to explain technical concepts to non‑technical audiences.
• Proven organizational and multitasking abilities in a fast‑paced environment.
• Demonstrated initiative, self‑motivation, and a customer‑centric mindset.
• Ability to analyze technical issues, determine appropriate resolutions, and document findings clearly.
• Experience with troubleshooting internet and networking services is highly desirable.
• Legal authorization to work in the United States.

Preferred Qualifications

• Background in fiber‑optic technology, including installation, maintenance, or support.
• Familiarity with MDU service models and the unique challenges of multi‑unit dwellings.
• Experience using ticketing systems, remote diagnostic tools, and customer relationship management (CRM) platforms.
• Knowledge of industry standards such as ITIL, ISO, or similar frameworks.
• Strong analytical and logical problem‑solving abilities, with a track record of root‑cause analysis.
• Comfortable working independently and collaboratively within a distributed team.
• Adaptability to evolving processes and the ability to provide constructive feedback on troubleshooting procedures.

Core Skills & Competencies

• Technical Troubleshooting – Ability to diagnose and resolve complex network and service issues.
• Customer Service Excellence – Empathy, patience, and a proactive approach to customer satisfaction.
• Communication – Clear, concise, and effective communication with both technical and non‑technical stakeholders.
• Time Management – Prioritization of tasks to meet service level agreements (SLAs) and deadlines.
• Collaboration – Working seamlessly with cross‑functional teams such as Field Operations, Technical Support, and Customer Relations.
• Adaptability – Flexibility to adjust to changing priorities and evolving technologies.
• Attention to Detail – Accurate documentation and meticulous record‑keeping.
• Problem‑Solving – Analytical thinking and creative solutions to complex technical challenges.

Career Growth & Learning Opportunities

At brighthush, we believe that growth is a shared journey. As a Customer Support Technician, you will have access to:

• Structured onboarding and continuous training programs covering fiber‑optic fundamentals, advanced troubleshooting, and customer engagement.
• Mentorship from senior engineers and field technicians who will guide your professional development.
• Opportunities to transition into specialized roles such as Field Technician, Network Engineer, or Technical Account Manager.
• Participation in innovation workshops, hackathons, and cross‑departmental projects that shape the future of our services.
• Access to industry certifications (e.g., CompTIA Network+, CCNA, or fiber‑optic specific credentials) with company sponsorship.

Work Environment & Company Culture

brighthush thrives on a culture of transparency, collaboration, and continuous improvement. Our remote‑first model means you can work from any U.S. location while staying connected through:

• Weekly virtual team huddles and monthly all‑hands meetings.
• Real‑time collaboration tools such as Slack, Microsoft Teams, and Jira.
• Regular virtual coffee chats and team‑building activities.
• A supportive HR team that prioritizes work‑life balance, mental health, and professional well‑being.

Compensation, Perks, and Benefits

While specific figures may vary based on experience, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with industry standards and your experience level.
• Performance‑based bonuses tied to customer satisfaction metrics and service quality.
• Health, dental, and vision insurance with 80% of medical premiums covered by the company.
• Company‑paid disability and life insurance.
• 401(k) plan with company match to help you build long‑term financial security.
• Generous paid time off (PTO) and holiday schedule.
• Remote work stipend to support home‑office setup.
• Discounted brighthush services for you and your family.
• Professional development budget for certifications, conferences, and training.
• Employee referral program with attractive incentives.

How to Apply

If you’re ready to bring your technical expertise, customer‑first attitude, and passion for fiber‑optic technology to a forward‑thinking company, we’d love to hear from you. Submit your application through the link below and join brighthush in shaping the future of connectivity.

Apply to this Remote Customer Support Technician position at brighthush

Join brighthush – Where Innovation Meets Customer Delight

At brighthush, every call, ticket, and field visit is an opportunity to make a difference. Your work will directly impact the reliability of the internet, the productivity of businesses, and the quality of life for residents in multi‑unit dwellings. If you’re driven by technology, motivated by service, and eager to grow in a supportive, remote‑first environment, this is the role for you. Apply today and become part of a team that is redefining the future of fiber‑optic connectivity.