Senior Advanced Customer Support Technician – 2nd Shift, Cloud & AI Systems – brighthush – Mission‑Critical Technical Support Specialist

About brighthush

brighthush is a global technology pioneer that transforms tomorrow’s ideas into today’s solutions. With a portfolio that spans artificial intelligence, quantum computing, cloud‑native platforms, and advanced cybersecurity, we empower defense, aerospace, and scientific research organizations to stay ahead of emerging threats and seize new opportunities. Our work is mission‑critical: the systems we build and support protect lives, enable scientific breakthroughs, and safeguard national security.

We thrive on curiosity, collaboration, and a relentless pursuit of excellence. Every challenge is an invitation to innovate, and every success is celebrated as a shared victory. At brighthush, we believe that the best technology is built by diverse, inclusive teams that learn together, grow together, and push the boundaries of what’s possible.

Whether you’re a seasoned engineer, a problem‑solving technician, or a curious learner, brighthush offers a high‑performance environment where your expertise can shine and your career can accelerate.

Why This Role Matters

As a Senior Advanced Customer Support Technician on the 2nd Shift, you are the first line of defense for both internal and external customers. Your technical acumen ensures that the sophisticated systems we provide—whether deployed in military units, research laboratories, or commercial enterprises—remain operational, secure, and reliable. This role is more than troubleshooting; it is about safeguarding the integrity of technology that protects lives, advances scientific discovery, and upholds national security.

By delivering rapid, accurate support, you help maintain the trust our partners place in brighthush. Your insights also feed back into product development, driving continuous improvement and innovation across our entire ecosystem.

Key Responsibilities

• Incident Management: Receive, triage, and resolve help‑desk tickets related to personal computers, printers, network devices, and cloud‑hosted applications. Prioritize incidents based on impact and urgency, ensuring SLA compliance.
• Hardware & Software Diagnostics: Conduct root‑cause analysis on hardware failures, software glitches, and connectivity issues. Document findings in detailed incident reports, including diagnostic steps, resolution, and preventive recommendations.
• Technical Guidance: Provide first‑level support and training to end users, empowering them to resolve common issues independently. Deliver clear, concise instructions and maintain a knowledge base of frequently asked questions.
• System Maintenance: Perform routine maintenance tasks such as patch management, firmware updates, and configuration backups on mission‑critical equipment. Schedule and coordinate maintenance windows to minimize downtime.
• Collaboration with Engineering: Escalate complex problems to senior engineers, contributing insights that help refine product design and support processes. Participate in post‑mortem reviews and root‑cause analyses.
• Security Compliance: Enforce security protocols, ensuring that all support activities comply with internal policies and regulatory standards such as NIST, ISO 27001, and DoD directives.
• Continuous Improvement: Identify recurring issues and propose process improvements, leveraging AI and automation to streamline support workflows. Pilot new tools and scripts to enhance efficiency.
• Shift‑Specific Duties: Operate effectively during 2nd Shift hours (typically 10 pm–6 am), maintaining high service levels while collaborating with on‑call teams and cross‑functional stakeholders.
• Documentation & Knowledge Sharing: Maintain accurate, up‑to‑date documentation in the internal knowledge base. Mentor junior technicians and contribute to training materials.
• Customer Advocacy: Act as a customer advocate, translating technical issues into business‑impact narratives for senior leadership and ensuring that customer feedback informs product strategy.

Essential Qualifications

• Associate’s degree in Computer Science, Information Technology, or a related field, or equivalent professional experience that demonstrates mastery of technical support concepts.
• Minimum of 3 years of hands‑on experience in a technical support or help‑desk environment, preferably within a high‑security or mission‑critical setting such as defense, aerospace, or critical infrastructure.
• Proficiency with Windows, macOS, and Linux operating systems, including command‑line troubleshooting, scripting, and performance tuning.
• Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN, VLANs, and basic routing), with the ability to diagnose and resolve connectivity issues.
• Experience with remote support tools (TeamViewer, Remote Desktop, VNC, etc.) and ticketing systems (ServiceNow, Jira, Zendesk, or similar).
• U.S. citizenship required due to the nature of the work and security clearance considerations.
• Strong written and verbal communication skills, capable of translating complex technical concepts into clear, actionable guidance for non‑technical audiences.
• Demonstrated ability to work independently and collaboratively in a fast‑paced, shift‑based environment, managing multiple priorities simultaneously.
• Commitment to maintaining meticulous documentation and following procedural guidelines to ensure traceability and compliance.

Preferred Qualifications

• Certification in CompTIA A+, Network+, or Microsoft Certified Solutions Associate (MCSA) or equivalent.
• Experience with cloud platforms such as AWS, Azure, or Google Cloud, including knowledge of compute, storage, networking, and security services.
• Knowledge of cybersecurity best practices, incident response procedures, and threat‑intelligence frameworks.
• Background in AI or machine‑learning concepts, with a demonstrated ability to apply these technologies to support automation and predictive analytics.
• Previous exposure to defense or aerospace environments, including familiarity with secure communication protocols, classified data handling, and compliance frameworks.
• Experience with scripting languages (Python, PowerShell, Bash) and automation tools (Ansible, Puppet, Chef) to streamline support tasks.

Core Skills & Competencies

• Problem‑Solving: Ability to diagnose complex technical issues quickly and accurately, using analytical thinking and systematic troubleshooting.
• Adaptability: Thrive in a fast‑paced, shift‑based environment where priorities can shift rapidly and new challenges arise at any hour.
• Collaboration: Work seamlessly with cross‑functional teams—including engineering, security, operations, and customer success—to deliver holistic solutions.
• Customer Focus: Deliver exceptional service to internal stakeholders and external clients alike, ensuring a positive experience and high satisfaction.
• Attention to Detail: Maintain meticulous documentation, follow procedural guidelines, and ensure compliance with security and regulatory standards.
• Continuous Learning: Pursue ongoing professional development, staying current with emerging technologies, industry trends, and best practices.
• Communication: Convey technical information clearly and concisely to diverse audiences, including non‑technical stakeholders and senior leadership.
• Initiative: Identify opportunities for improvement, propose innovative solutions, and take ownership of projects that enhance support effectiveness.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the technology you support. As a Senior Advanced Customer Support Technician, you will have access to a wealth of growth and learning opportunities designed to accelerate your professional development and broaden your skill set.

• Mentorship from seasoned engineers and subject‑matter experts who guide your technical and leadership journey.
• Cross‑training programs that expose you to AI, quantum computing, and cybersecurity domains, enabling you to become a well‑rounded technology professional.
• Internal certification pathways and tuition reimbursement for advanced degrees, ensuring you can pursue the credentials that align with your career goals.
• Opportunities to lead small project teams or initiatives focused on process automation, AI‑driven support, and system optimization.
• Clear advancement tracks into Technical Lead, Systems Engineer, Product Support Manager, or even Product Development roles, depending on your interests and performance.
• Participation in innovation challenges, hackathons, and tech talks that foster creativity and expose you to cutting‑edge ideas.
• Regular performance reviews and career planning sessions with HR and leadership to align your aspirations with organizational needs.

Work Environment & Culture

brighthush cultivates a culture of innovation, inclusivity, and work‑life balance. Our 2nd Shift teams enjoy a supportive environment that values collaboration, transparency, and continuous improvement.

• Flexible scheduling options and a supportive shift‑management system that respects personal commitments and promotes well‑being.
• Collaborative spaces designed for knowledge sharing, rapid problem resolution, and creative brainstorming.
• A culture that celebrates both individual achievements and team successes, with recognition programs that reward creativity, initiative, and outstanding customer service.
• Regular hackathons, tech talks, and innovation challenges that keep the momentum high and encourage cross‑disciplinary learning.
• Access to state‑of‑the‑art tools and technologies that empower you to deliver world‑class support and accelerate your professional growth.

Compensation & Benefits

While the base hourly rate for this role ranges from USD $31.14 to USD $33.40, brighthush offers a comprehensive benefits package designed to support your health, financial security, and personal well‑being.

• Competitive health, dental, and vision insurance plans with a generous coverage network.
• Retirement savings plan with company match, ensuring you can build a secure financial future.
• Paid time off, holidays, and flexible leave policies that support work‑life balance.
• Employee wellness programs, mental health resources, and access to counseling services.
• Access to cutting‑edge tools and technologies for personal and professional growth, including subscriptions to industry‑leading platforms.
• Employee stock purchase plan and performance‑based bonuses that reward your contributions to brighthush’s success.
• Professional development stipend for conferences, workshops, and certifications.

Ready to Join brighthush?

If you are a seasoned technical support professional who thrives in a high‑stakes, fast‑paced environment and is eager to make a real impact on mission‑critical systems, we want to hear from you. Bring your expertise, curiosity, and passion for excellence to brighthush, and help us shape the future of technology that protects lives and fuels discovery.

Apply today and become part of a team that values innovation, collaboration, and continuous learning. Your next career adventure starts here.