Senior Advanced Customer Support Technician – 2nd Shift – Cyber, RF, and Cloud Systems – brighthush

About brighthush

brighthush is a global technology leader that designs and delivers cutting‑edge solutions across cyber, radio‑frequency (RF), undersea, and even interstellar domains. With a portfolio that spans artificial intelligence, blockchain, augmented/virtual reality, cloud‑native architectures, and quantum physics, we empower our customers—government agencies, defense contractors, and commercial enterprises—to execute critical missions with confidence and precision. Our culture is built on trust, innovation, and a shared sense of purpose. We celebrate bold thinkers, relentless problem‑solvers, and collaborative teams that thrive on continuous learning.

Why This Role Matters

As a Senior Advanced Customer Support Technician on the 2nd shift, you will be the first line of defense for our mission‑critical systems. Your expertise will keep personal computers, printers, network devices, and telecommunications infrastructure running smoothly, ensuring that our customers can focus on their core missions without interruption. You will work in a fast‑paced environment where every ticket is an opportunity to apply advanced technologies and drive operational excellence.

Key Responsibilities

• Incident Management: Receive, triage, and resolve internal and external support tickets related to hardware, software, printers, and network equipment.
• Diagnostic Excellence: Conduct root‑cause analysis, perform hardware and software evaluations, and document findings in detailed incident reports.
• Client‑Focused Support: Provide timely, professional assistance to end‑users, ensuring high satisfaction scores and minimal downtime.
• Knowledge Sharing: Create and maintain knowledge‑base articles, user guides, and troubleshooting playbooks for recurring issues.
• Cross‑Functional Collaboration: Work closely with engineering, security, and operations teams to implement fixes, upgrades, and preventive measures.
• Continuous Improvement: Identify opportunities to leverage AI, automation, and data analytics to streamline support processes and reduce ticket volume.
• Training & Mentorship: Deliver technical training sessions to new hires and existing staff, fostering a culture of knowledge transfer.
• Shift Operations: Manage shift hand‑offs, maintain accurate logs, and ensure seamless coverage during 2nd‑shift hours.

Essential Qualifications

• Associate degree in Information Technology, Computer Science, or a related field, or equivalent professional experience.
• Minimum of 3 years of hands‑on technical support experience in a complex, mission‑critical environment.
• Strong understanding of Windows, macOS, and Linux operating systems, as well as common office productivity suites.
• Proficiency with network protocols (TCP/IP, DNS, DHCP), VPN technologies, and basic routing/switching concepts.
• Experience troubleshooting printers, peripheral devices, and basic telecommunications equipment.
• Excellent written and verbal communication skills, with the ability to explain technical concepts to non‑technical stakeholders.
• U.S. citizenship required due to the nature of the work and security clearance considerations.

Preferred Qualifications

• Certification in CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator.
• Experience with cloud platforms (AWS, Azure, GCP) and cloud‑native application support.
• Knowledge of AI/ML concepts and how they can be applied to support automation.
• Familiarity with blockchain technologies and their security implications.
• Background in AR/VR or immersive technologies.
• Experience in a defense or high‑security environment, including handling classified information.

Core Competencies

• Technical Proficiency: Ability to diagnose and resolve complex hardware and software issues quickly.
• Analytical Thinking: Strong problem‑solving skills with a methodical approach to root‑cause analysis.
• Adaptability: Thrive in a dynamic environment with shifting priorities and unexpected demands.
• Collaboration: Work effectively with cross‑functional teams, sharing knowledge and driving collective success.
• Customer‑Centric Mindset: Deliver exceptional service and maintain high customer satisfaction.
• Innovation: Identify and implement AI or automation opportunities to improve support workflows.
• Leadership: Mentor junior technicians and lead by example in a high‑performance culture.

Career Growth & Learning Opportunities

At brighthush, we believe that your career should evolve as rapidly as the technology you support. As a Senior Advanced Customer Support Technician, you will:

• Progress to a Lead Support Engineer role, overseeing a team of technicians and shaping support strategy.
• Transition into specialized domains such as cybersecurity, RF engineering, or cloud architecture.
• Participate in continuous learning programs, including vendor‑certified courses, internal workshops, and mentorship initiatives.
• Engage in cross‑departmental projects that expose you to emerging technologies like quantum computing and AI‑driven diagnostics.
• Earn recognition through our performance‑based incentive program and annual awards for innovation.

Work Environment & Culture

brighthush offers a collaborative, inclusive, and flexible work environment. Our 2nd‑shift schedule is designed to support work‑life balance, with:

• Flexible shift start times within the 2nd‑shift window.
• Remote work options for qualifying roles, where applicable.
• Regular team‑building events, hackathons, and innovation challenges.
• A culture that values transparency, continuous feedback, and open communication.
• Commitment to diversity, equity, and inclusion, with dedicated resources for underrepresented groups.

Compensation & Benefits

While the base hourly rate for this position ranges from $31.14 to $33.40 per hour, you will also enjoy a comprehensive benefits package that includes:

• Health, dental, and vision insurance with employer contributions.
• 401(k) retirement plan with company match.
• Paid time off, sick leave, and holiday schedule.
• Professional development stipend and tuition reimbursement.
• Employee wellness programs, including gym memberships and mental health resources.
• Employee recognition programs and performance bonuses.

How to Apply

Ready to join a team that pushes the boundaries of technology and makes a real impact? Submit your application through our careers portal or Apply for this job