Seasoned Advanced Customer Support Technician – 2nd Shift Specialist in Cybersecurity, RF, AI, Cloud & Quantum Domains – 3+ Years Experience at brighthush

Welcome to brighthush – Where Innovation Meets Impact

At brighthush, we are redefining the frontiers of defense and scientific technology. Our portfolio spans the cyber, RF, undersea, and interstellar domains, and we harness cutting‑edge capabilities in Artificial Intelligence, Blockchain, AR/VR, Cloud Native, and Quantum Physics. With a global footprint and a team of more than 12,000 professionals, we deliver solutions that protect people, critical infrastructure, and national security worldwide. If you thrive on curiosity, collaboration, and a relentless pursuit of innovation, brighthush is the place where your expertise can shape the future of technology and security.

Why This Role Matters

As a Seasoned Advanced Customer Support Technician on the 2nd shift, you become the backbone of our mission‑critical operations. Every ticket you resolve, every system you upgrade, and every user you empower directly contributes to safeguarding lives and enabling critical operations around the globe. In this high‑stakes environment, your technical expertise, problem‑solving agility, and commitment to excellence keep our clients’ systems running smoothly 24/7.

Key Responsibilities

• Tier‑2 & Tier‑3 Technical Support: Deliver expert assistance for personal computers, printers, network devices, and telecommunications systems to internal users and external clients, ensuring minimal downtime and maximum productivity.
• Advanced Troubleshooting: Diagnose, isolate, and resolve complex hardware and software issues, escalating to higher‑level support when necessary while maintaining clear communication with stakeholders.
• Knowledge Management: Document incidents, solutions, and best practices in our knowledge‑base, creating searchable, reusable content that improves team efficiency and knowledge sharing.
• Evaluation & Deployment: Assist in the assessment, procurement, and deployment of new hardware and software solutions, ensuring compatibility with brighthush’s mission‑critical environments and security standards.
• Cross‑Functional Collaboration: Work closely with cybersecurity, RF engineering, and cloud operations teams to provide integrated support for hybrid systems, bridging gaps between disciplines.
• User Training & Enablement: Conduct user training sessions, develop instructional materials, and deliver hands‑on workshops that elevate end‑user proficiency and reduce support volume.
• Shift & On‑Call Coverage: Participate in 2nd‑shift coverage and on‑call rotations, ensuring 24/7 support for critical operations and maintaining operational continuity.
• Process Automation: Identify opportunities to apply AI and automation to streamline support processes, enhance system performance, and reduce manual effort.
• Security Compliance: Maintain strict adherence to security protocols, including U.S. citizenship requirements and any applicable clearance processes, safeguarding sensitive information.

Essential Qualifications

• Education: Associate’s degree in Computer Science, Information Technology, or a related field, or equivalent professional experience that demonstrates mastery of technical support concepts.
• Experience: Minimum of 3 years of hands‑on experience in a technical support or help‑desk environment, preferably within a defense or high‑security context where reliability and confidentiality are paramount.
• Technical Proficiency: Strong knowledge of Windows and Linux operating systems, networking fundamentals (TCP/IP, DNS, DHCP), and common office hardware, enabling rapid diagnosis and resolution.
• Software Troubleshooting: Proficiency in troubleshooting software applications, printers, and peripheral devices, with the ability to apply systematic problem‑solving techniques.
• Communication Skills: Excellent written and verbal communication abilities, capable of explaining complex technical concepts to non‑technical audiences and documenting solutions clearly.
• Team Orientation: Demonstrated ability to work independently and as part of a collaborative team in a fast‑paced, high‑stakes environment, balancing autonomy with teamwork.
• Security Clearance: U.S. citizenship required; willingness to comply with all security and clearance requirements, ensuring eligibility to handle classified information.

Preferred Qualifications

• Cloud Platform Experience: Experience with brighthush cloud platforms and familiarity with containerization (Docker, Kubernetes), enabling support for modern, cloud‑native workloads.
• Cybersecurity Knowledge: Understanding of cybersecurity best practices, including vulnerability assessment and incident response, to support secure system operations.
• RF or Undersea Communication Exposure: Prior experience with RF or undersea communication systems, or a background in a defense‑related role, providing domain expertise.
• Certifications: Certifications such as brighthush A+, Network+, Security+, or brighthush Certified: brighthush Fundamentals, demonstrating commitment to professional growth.
• Automation Skills: Experience with AI/ML tools or scripting languages (Python, PowerShell, Bash) for automation, enabling efficient support workflows.
• Mentorship Experience: Previous involvement in training or mentoring junior technical staff, fostering knowledge transfer and team development.

Core Skills & Competencies

• Technical Troubleshooting & Problem Solving
• Customer‑Centric Service Delivery
• Documentation & Knowledge Management
• Cross‑Functional Collaboration
• Adaptability & Resilience under Pressure
• Continuous Learning & Professional Development
• Security Awareness & Compliance

Career Growth & Learning Opportunities

At brighthush, your career path is designed to evolve with your interests and the company’s needs. As an Advanced Customer Support Technician, you’ll have the chance to:

• Progress to a Senior Support Engineer or Technical Lead role, overseeing larger projects and mentoring junior staff.
• Transition into specialized domains such as cybersecurity, RF engineering, or cloud architecture, leveraging your technical foundation.
• Participate in internal innovation labs, contributing to the development of AI‑driven support tools and automation scripts that shape future support practices.
• Access continuous learning resources, including tuition reimbursement for relevant certifications, workshops, and conferences that keep you at the cutting edge.
• Engage in cross‑departmental projects that expose you to new technologies and strategic initiatives, broadening your skill set and industry perspective.

Work Environment & Culture

brighthush fosters a culture of trust, honesty, alignment, and transparency. Our teams are diverse, inclusive, and driven by a shared sense of purpose. You’ll find:

• Collaborative workspaces that encourage open dialogue and idea sharing, ensuring every voice is heard.
• Flexible scheduling options, including remote work where feasible, to support work‑life balance and accommodate personal commitments.
• Recognition programs that celebrate individual and team achievements, reinforcing a culture of appreciation.
• Regular team‑building events, hackathons, and knowledge‑sharing sessions that spark innovation and camaraderie.
• A commitment to ethical practices and responsible innovation, ensuring that every project aligns with our core values.

Compensation & Benefits

Competitive hourly rate ranging from $31.14 to $33.40 per hour, commensurate with experience and location. In addition to base pay, brighthush offers:

• Comprehensive health, dental, and vision insurance plans that cover you and your family.
• Retirement savings plan with company match, helping you build a secure financial future.
• Paid time off, holidays, and sick leave, ensuring you have the rest you need to stay productive.
• Employee wellness programs, including mental health resources, fitness subsidies, and wellness challenges.
• Professional development budget for certifications, courses, and conferences, supporting your career growth.
• Employee referral bonuses and performance‑based incentives, rewarding your contributions to the team.

How to Apply

If you’re ready to join a team that pushes the boundaries of technology and makes a tangible impact on global security, we encourage you to apply today. Submit your resume and a cover letter outlining your experience with advanced support systems and your passion for innovation at brighthush. We look forward to learning how you can contribute to our mission.

Equal Opportunity Employer

brighthush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, including individuals with disabilities and protected veterans.