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

Welcome to brighthush – Where Innovation Meets Reliability

At brighthush, we are redefining what it means to provide mission‑critical technology solutions. From defense and aerospace to cutting‑edge communications, our systems keep the world connected, secure, and operational. We are a remote‑first organization that empowers every team member to work from anywhere in the United States, fostering a culture of trust, autonomy, and continuous learning. If you thrive on solving complex problems, enjoy collaborating across disciplines, and want to make a tangible impact on high‑stakes operations, brighthush is the place for you.

Why This Role Matters

As a Remote Advanced Customer Support Technician on the 2nd shift, you become the frontline guardian of our clients’ technology ecosystems. Your expertise ensures that computers, printers, networks, and telecommunications systems run flawlessly, enabling mission success for both internal teams and external partners. You translate intricate technical challenges into clear, actionable solutions, and you drive continuous improvement through AI‑powered insights. In short, you keep the world’s most critical systems humming while advancing your own career in a dynamic, high‑impact environment.

Key Responsibilities

• Ticket Evaluation & Escalation: Review incoming support tickets, triage issues, and determine the appropriate escalation path. Provide accurate diagnoses for hardware, software, and network problems.
• Incident Documentation: Create detailed incident reports that capture root causes, resolution steps, and follow‑up actions. Contribute to a living knowledge base that benefits the entire support organization.
• Hardware & Software Troubleshooting: Assess and resolve issues with new and existing equipment, ensuring optimal performance and compliance with brighthush standards.
• Client‑Facing Support: Respond to technical inquiries from internal stakeholders and external clients with professionalism and empathy. Deliver timely, user‑friendly assistance for web‑enabled solutions.
• Training & Knowledge Sharing: Design and deliver user training sessions, create instructional materials, and mentor junior technicians to elevate overall team competency.
• Process Improvement & Automation: Identify opportunities to integrate AI and automation into support workflows, driving efficiency and enhancing customer satisfaction.
• Cross‑Functional Collaboration: Work closely with engineering, product management, and operations teams to influence product enhancements and process improvements.
• Performance Metrics & Reporting: Track key performance indicators such as ticket resolution time, customer satisfaction scores, and first‑contact resolution rates. Use data to inform continuous improvement initiatives.
• Security & Compliance: Ensure all support activities adhere to security best practices and regulatory requirements, safeguarding client data and infrastructure.

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.
• Experience with remote monitoring and management (RMM) platforms.
• Knowledge of cybersecurity fundamentals and incident response procedures.

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, your career path is as dynamic as the technology you support. As an Advanced Customer Support Technician, you will have access to a wealth of growth opportunities:

• 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.
• Access to a learning stipend for certifications, conferences, and courses.
• Involvement in innovation labs where you can prototype new support tools and workflows.

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 across 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. Diversity, equity, and inclusion are core values that guide our hiring, development, and day‑to‑day operations.

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.
• Wellness resources, including virtual fitness classes and mental health support.

How to Apply

If you are ready to elevate your technical support career and join a team that values innovation, collaboration, and excellence, we want to hear from you. Click the link below to submit your application and start your journey with brighthush today.