Senior Advanced Customer Support Technician – 2nd Shift – Cyber & Network Systems Specialist – Driving Mission‑Critical Defense & Scientific Innovation at brighthush

About brighthush

brighthush is a global leader in defense and scientific technology, pioneering solutions that safeguard national security, advance scientific discovery, and empower critical infrastructure worldwide. With a diverse team of more than 12,000 engineers, scientists, and support specialists, we design and deliver cutting‑edge cyber‑security platforms, advanced radio‑frequency (RF) systems, undersea communication networks, and interstellar research instruments. Our mission is to protect the world’s most sensitive data and to push the boundaries of human knowledge, all while fostering a culture of relentless curiosity, fierce collaboration, and unwavering commitment to innovation.

Why This Role Is a Game‑Changer

As a Senior Advanced Customer Support Technician on the 2nd Shift, you will be the linchpin that keeps mission‑critical systems running around the clock. You’ll work with classified hardware and software, ensuring that our clients—defense agencies, research institutions, and government partners—have the tools they need to succeed. The challenges you’ll face are career‑defining, and the impact you’ll make is tangible. If you’re driven by purpose, eager to learn, and ready to push the boundaries of what’s possible, brighthush is the place for you.

Key Responsibilities

• Screen, triage, and resolve internal inquiries related to the maintenance of personal computers, servers, and associated systems, ensuring minimal downtime for critical operations.
• Prepare comprehensive help‑desk incident reports and collaborate with engineering teams to evaluate hardware and software solutions for both internal and external clients.
• Diagnose and troubleshoot complex problems involving computer hardware, operating systems, printers, network infrastructure, and telecommunications systems, often under tight time constraints.
• Deliver hands‑on training and technical assistance to end users, ensuring they can leverage our advanced tools effectively and safely.
• Partner with cross‑functional teams—including cybersecurity, RF engineering, and quantum research—to identify opportunities for AI‑driven continuous improvement and innovation.
• Adapt quickly to unexpected demands and evolving technology landscapes, maintaining high service quality during 2nd Shift hours.
• Document troubleshooting steps, solutions, and best practices in a knowledge base that supports the entire support organization.
• Participate in on‑call rotations and emergency response drills to ensure readiness for critical incidents.
• Act as a subject‑matter expert for emerging technologies, providing guidance to junior technicians and new hires.
• Contribute to the development of standard operating procedures (SOPs) and playbooks that streamline support workflows.
• Analyze incident trends to recommend proactive measures that reduce future downtime.
• Collaborate with procurement to evaluate and recommend hardware upgrades that align with security and performance requirements.
• Maintain an up‑to‑date inventory of spare parts and tools, ensuring rapid response to field issues.
• Engage in continuous learning by staying current with the latest industry standards, security protocols, and emerging technologies.

Essential Qualifications

• Associate degree in Computer Science, Information Technology, or a related field, or equivalent professional experience that demonstrates a solid technical foundation.
• Minimum of 3 years of experience in a technical support or systems maintenance role, preferably in a high‑security environment.
• U.S. citizenship required due to the nature of our work and security clearances.
• Strong communication and collaboration skills, with the ability to influence stakeholders at all levels, from field technicians to senior executives.
• Proficiency in diagnosing and resolving hardware, software, and network issues in a fast‑paced environment, with a proven track record of rapid problem resolution.
• Experience with help‑desk ticketing systems and incident reporting, including the ability to document and track issues through to resolution.
• Demonstrated ability to work independently and as part of a team during irregular hours, maintaining focus and professionalism.
• Basic understanding of secure operating systems (e.g., Windows Server, Linux, or specialized defense platforms) and the ability to apply security best practices.
• Commitment to maintaining confidentiality and adhering to strict security protocols, including handling classified information with care.
• Strong analytical skills and a data‑driven approach to continuous improvement, with the ability to translate metrics into actionable insights.

Preferred Qualifications

• Experience with advanced technologies such as Artificial Intelligence, Blockchain, AR/VR, Cloud Native, and Quantum Physics, and the ability to apply these concepts to support scenarios.
• Knowledge of cyber security protocols and RF communication systems, enabling you to troubleshoot and secure complex network environments.
• Hands‑on experience with undersea communication equipment or similar mission‑critical hardware, demonstrating versatility across diverse platforms.
• Certifications such as CompTIA A+, Network+, Security+, or equivalent that validate your technical expertise and commitment to professional growth.
• Previous experience in a 2nd Shift or rotating shift environment, with a proven ability to maintain high performance during night hours.
• Background in troubleshooting mission‑critical systems in a classified environment, ensuring you can operate under stringent security requirements.
• Experience with secure operating systems (e.g., Windows Server, Linux, or specialized defense platforms) and the ability to manage them effectively.
• Familiarity with incident response frameworks and threat intelligence feeds, enabling proactive threat mitigation.

Skills & Competencies

• Technical troubleshooting and problem‑solving under pressure, with a calm, methodical approach to complex issues.
• Strong analytical skills with a data‑driven approach to continuous improvement, turning insights into action.
• Excellent written and verbal communication, capable of translating complex technical concepts to non‑technical audiences.
• Team player who thrives in collaborative, high‑energy environments, fostering a culture of shared success.
• Creative thinker who can identify and implement AI solutions for operational efficiency and innovation.
• Adaptability and resilience in the face of evolving challenges, maintaining focus and composure.
• Commitment to confidentiality and adherence to security protocols, safeguarding sensitive information at all times.
• Proactive mindset with a passion for learning new technologies, staying ahead of industry trends.
• Strong organizational skills and meticulous attention to detail, ensuring accuracy in documentation and execution.
• Ability to mentor junior staff and share knowledge effectively, contributing to team growth and development.
• Experience with incident response and threat mitigation, enhancing overall security posture.
• Knowledge of regulatory compliance standards (e.g., NIST, ISO 27001) and the ability to apply them in support operations.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. We offer a comprehensive ecosystem of learning and advancement that empowers you to reach new heights.

• Structured training programs covering the latest in cyber, RF, and quantum technologies, delivered by industry experts.
• Mentorship from seasoned professionals who have led groundbreaking projects across defense and scientific domains.
• Opportunities to work on classified and top‑secret projects that shape national security and scientific discovery.
• Cross‑functional rotations that broaden your skill set across hardware, software, and network domains, fostering a well‑rounded technical profile.
• Support for industry certifications and continuous learning initiatives, including tuition reimbursement and study allowances.
• Participation in innovation labs and hackathons that drive product evolution and allow you to experiment with emerging technologies.
• Leadership development tracks for high‑potential employees, preparing you for future managerial roles.
• Access to cutting‑edge research labs and collaborative research projects, enabling you to contribute to pioneering breakthroughs.
• Regular performance reviews that align career goals with organizational objectives, ensuring transparent progression.
• Opportunities to present findings at internal conferences and industry events, enhancing your professional visibility.

Work Environment & Culture

brighthush fosters a culture of trust, honesty, alignment, and transparency. Our employees enjoy:

• A flexible work environment that respects work‑life balance, even during 2nd Shift hours, with supportive scheduling and shift‑swap options.
• A collaborative atmosphere where bold thinkers are encouraged to challenge the status quo and propose innovative solutions.
• Recognition and rewards for contributions that drive mission success, including spot bonuses, peer‑to‑peer awards, and public acknowledgments.
• A shared sense of purpose that unites teams across the globe, with regular cross‑regional town halls and virtual collaboration tools.
• Access to state‑of‑the‑art facilities and tools that keep you at the forefront of technology, from advanced labs to remote monitoring stations.
• Regular team‑building events, hack days, and innovation challenges that foster camaraderie and creative problem‑solving.
• Inclusive policies that celebrate diversity and support employees with disabilities and protected veterans, ensuring a welcoming environment for all.
• Opportunities to travel and collaborate with international partners, expanding your global perspective and network.
• Employee wellness programs, including mental health resources, fitness incentives, and flexible leave policies to support overall well‑being.
• Transparent career progression paths and open communication channels with leadership, ensuring you always know where you stand and where you can go.

Compensation & Benefits

While the exact salary will vary based on experience and location, the typical range for this role is USD $31.14 – $33.40 per hour. In addition to competitive pay, brighthush offers:

• Comprehensive health, dental, and vision insurance plans that cover you and your family.
• Retirement savings plans with company matching, ensuring you build a secure financial future.
• Paid time off, holidays, and flexible scheduling to support a healthy work‑life balance.
• Employee assistance programs and wellness initiatives, including counseling services and stress‑management workshops.
• Opportunities for travel and international collaboration, allowing you to work on global projects.
• Access to cutting‑edge technology and tools, ensuring you stay ahead in a rapidly evolving field.
• Employee stock purchase plan and performance‑based bonuses, giving you a stake in the company’s success.
• Professional development stipend and tuition reimbursement, supporting your continuous learning journey.
• On‑site childcare and family support services, making it easier to balance work and family responsibilities.
• Annual wellness stipend for gym memberships, meditation apps, or other health‑related expenses, encouraging a healthy lifestyle.

Equal Opportunity & Inclusion

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.

Ready to Make an Impact?

If you’re passionate about technology, eager to solve complex problems, and ready to join a team that makes a real difference, we encourage you to apply. Bring your expertise to brighthush and help us engineer the future of defense and scientific innovation. Your next career adventure starts here.