Seasoned Remote Advanced Customer Support Technician – 2nd Shift – Expert PC & Network Troubleshooting Specialist – Mission‑Critical Tech Support & AI‑Driven Solutions at brighthush

About brighthush

brighthush is a trailblazer in the technology services arena, delivering mission‑critical solutions that keep defense, aerospace, telecommunications, and enterprise clients operating at peak performance. With a remote‑first philosophy, we empower a geographically dispersed team of experts to work from anywhere in the United States, fostering a culture built on trust, autonomy, and continuous learning. Our portfolio spans secure network infrastructures, advanced AI‑driven support platforms, and cutting‑edge cloud services—all designed to safeguard the world’s most sensitive operations.

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.

What You’ll Do

Ticket Evaluation & Escalation

Review incoming support tickets from our advanced ticketing system, triage issues based on severity and impact, and determine the appropriate escalation path. Your diagnostic accuracy will set the tone for swift resolution and client satisfaction.

Incident Documentation & Knowledge Management

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, ensuring that lessons learned are shared and future incidents are mitigated.

Hardware & Software Troubleshooting

Assess and resolve issues with new and existing equipment—including desktops, laptops, printers, and network devices—while ensuring optimal performance and compliance with brighthush standards. Your hands‑on expertise will keep critical systems online and secure.

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, ensuring that every interaction reflects brighthush’s commitment to excellence.

Training & Knowledge Sharing

Design and deliver user training sessions, create instructional materials, and mentor junior technicians. Your guidance will elevate overall team competency and foster a culture of continuous improvement.

Process Improvement & Automation

Identify opportunities to integrate AI and automation into support workflows, driving efficiency and enhancing customer satisfaction. Your insights will shape the future of our support architecture.

Cross‑Functional Collaboration

Work closely with engineering, product management, and operations teams to influence product enhancements and process improvements. Your feedback will help shape the next generation of brighthush solutions.

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 and demonstrate the impact of your work.

Security & Compliance

Ensure all support activities adhere to security best practices and regulatory requirements, safeguarding client data and infrastructure. Your vigilance protects both brighthush and our clients from evolving cyber threats.

Essential Qualifications

• Education: Associate degree in Computer Science, Information Technology, or a related field, or equivalent professional experience.
• Experience: Minimum of 3 years of hands‑on technical support experience, preferably in a mission‑critical environment such as defense, aerospace, or large‑scale enterprise operations.
• Citizenship: U.S. citizenship required (or eligibility for work authorization).
• Training Delivery: Proven ability to provide clear, concise technical training to users of varying skill levels.
• Problem‑Solving: Strong analytical skills with a track record of handling unexpected demands and adapting to new situations.
• Multitasking: Creative thinker who excels at juggling multiple requests while maintaining high quality.
• Professional Growth: Demonstrated commitment to ongoing development and staying current with emerging technologies.
• Team Player: Collaborative mindset, thriving in cross‑functional environments and celebrating 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 & Benefits

• Competitive 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.