Seasoned Remote Advanced Customer Support Technician – 2nd Shift – PC, Network & Telecom Troubleshooting Expert for Mission‑Critical Systems – Elevate Global Security & Operational Excellence

About brighthush

brighthush stands at the cutting edge of technology support, delivering world‑class solutions across defense, cybersecurity, and commercial markets. With a global footprint that spans continents and industries, we empower organizations to keep their people, data, and infrastructure safe, secure, and operational. Our culture is built on curiosity, collaboration, and a relentless pursuit of excellence. Whether you’re troubleshooting a laptop, diagnosing a network outage, or guiding a user through a complex software deployment, you’ll be part of a team that values innovation, integrity, and impact.

Why Join brighthush?

• Remote Flexibility: Work from anywhere in the United States and enjoy a schedule that supports your life outside of work.
• Impactful Work: Your expertise will directly support critical systems that protect people, infrastructure, and information.
• Continuous Learning: Access to cutting‑edge training, certifications, and mentorship programs that keep your skills sharp.
• Recognition & Growth: We celebrate achievements, reward contributions, and provide clear pathways for career advancement.
• Inclusive Community: A diverse workforce that values every perspective and encourages collaboration across all levels.

Role Overview

We’re looking for a seasoned Advanced Customer Support Technician to join our 2nd‑shift team. In this remote role, you’ll be the first line of defense for users encountering hardware, software, printer, network, and telecommunications issues. Your responsibilities will span troubleshooting, incident reporting, and proactive technology evaluation—all while maintaining a high level of customer satisfaction.

What You’ll Do

• Technical Troubleshooting: Diagnose and resolve complex issues related to personal computers, peripherals, and network infrastructure.
• Incident Management: Create detailed incident reports, track resolution progress, and ensure timely communication with stakeholders.
• Customer Interaction: Provide clear, concise, and empathetic support to internal teams and external clients using web‑enabled solutions.
• Knowledge Sharing: Conduct training sessions and create knowledge‑base articles to empower users and reduce repeat incidents.
• Continuous Improvement: Identify patterns, propose process enhancements, and explore AI‑driven tools to streamline support workflows.
• Collaboration: Work closely with engineering, product, and security teams to evaluate new technologies and provide feedback on usability.
• Shift Management: Manage 2nd‑shift coverage, ensuring seamless hand‑offs and maintaining service level agreements (SLAs).
• Compliance Oversight: Ensure all support activities adhere to industry regulations and internal security policies.
• Tool Development: Assist in the creation and refinement of remote support scripts, diagnostic tools, and automated workflows.

Key Success Factors

• Exceptional analytical and problem‑solving skills.
• Strong communication abilities, both written and verbal.
• Proactive mindset with a passion for continuous improvement.
• Ability to thrive in a fast‑paced, dynamic environment.
• Commitment to customer‑centric service and teamwork.

Essential Qualifications

• Education: Associate degree in Computer Science, Information Technology, or a related field, or equivalent professional experience.
• Experience: Minimum of 3 years in a technical support or help‑desk environment, preferably with exposure to enterprise‑grade hardware and software.
• Citizenship: U.S. citizenship required.
• Communication: Exceptional verbal and written communication skills; ability to explain technical concepts to non‑technical audiences.
• Adaptability: Proven track record of handling unexpected demands and thriving in fast‑paced, dynamic settings.
• Team Orientation: Strong collaborator who celebrates team success and actively contributes to a positive work environment.
• Professional Development: Commitment to ongoing learning, including certifications such as CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator.

Preferred Qualifications

• Experience with remote support tools (e.g., TeamViewer, Remote Desktop, or similar).
• Knowledge of network protocols (TCP/IP, DNS, DHCP) and troubleshooting tools (Wireshark, ping, traceroute).
• Familiarity with Windows Server environments and Active Directory.
• Experience in a regulated industry (defense, aerospace, or cybersecurity) where compliance and security are paramount.
• Background in AI or machine‑learning concepts applied to support automation.

Skills & Competencies

• Technical Proficiency: Deep understanding of PC hardware, operating systems, peripheral devices, and network infrastructure.
• Problem‑Solving: Analytical mindset with the ability to dissect complex issues and devise effective solutions.
• Customer‑Centric Approach: Passion for delivering exceptional service and building lasting relationships.
• Time Management: Ability to prioritize tasks, manage multiple tickets, and meet SLA targets.
• Innovation: Creative thinker who identifies opportunities to integrate AI and automation for continuous improvement.
• Collaboration: Strong interpersonal skills, comfortable working across departments and with external partners.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the technology you support. We offer:

• Mentorship Programs: Pairing with senior engineers and subject‑matter experts to accelerate skill development.
• Certification Support: Reimbursement for industry‑recognized certifications and training courses.
• Pathways to roles such as Senior Support Engineer, Technical Program Manager, or Solutions Architect based on performance and interest.
• Regular knowledge‑sharing sessions and internal tech talks to keep you at the forefront of emerging trends.
• Opportunities to lead cross‑functional projects and initiatives that shape the future of support at brighthush.

Work Environment & Company Culture

brighthush thrives on a culture of transparency, respect, and continuous improvement. Key aspects include:

• Remote‑First Mindset: Flexible work hours, virtual collaboration tools, and a strong emphasis on results over presence.
• Diversity & Inclusion: A workforce that reflects a wide range of backgrounds, perspectives, and experiences.
• Community Engagement: Volunteer opportunities, hackathons, and tech‑for‑good initiatives that give back to society.
• Regular virtual town halls, team‑building activities, and open‑door communication channels with leadership.
• Employee‑run interest groups and innovation labs that encourage experimentation and creativity.

Compensation & Benefits

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

• Base salary commensurate with market rates for advanced support roles.
• Performance‑based bonuses and recognition programs.
• Comprehensive health, dental, and vision insurance.
• 401(k) plan with company match.
• Paid time off, holidays, and flexible sick leave.
• Wellness stipend, mental health resources, and employee assistance programs.
• Professional development budget and tuition reimbursement.
• Access to a global network of experts and peer communities.

How to Apply

Ready to make a difference from the comfort of your own home? Click the link below to submit your application and join a team that values expertise, innovation, and impact.

Apply to this Remote Advanced Customer Support Technician Position

Closing Statement

At brighthush, we believe that the right support technician can transform user experiences, safeguard critical systems, and drive technological excellence. If you’re a proactive, customer‑focused professional with a passion for problem‑solving and a desire to grow within a forward‑thinking organization, we want to hear from you. Join us on the 2nd shift, and let’s build the future of support together.