Senior Customer Support Technician – Network & Remote Desktop Specialist – Remote, Full‑Time – Oak Ridge, Tennessee – Join brighthush

About brighthush

brighthush is a global pioneer in next‑generation security and inspection technology, delivering cutting‑edge solutions that protect people, property, and critical infrastructure worldwide. With a footprint in more than 30 countries, we empower our clients—ranging from government agencies and utilities to manufacturing plants and data centers—with reliable, scalable systems that keep their operations safe, compliant, and resilient. Our culture is built on curiosity, collaboration, and a relentless commitment to excellence. At brighthush, every team member has the opportunity to grow, learn, and make a tangible impact on the world.

Role Overview

As a Customer Support Technician at brighthush, you will be the first line of defense for our global customer base. You will troubleshoot complex network, VPN, and remote desktop issues, ensuring our clients can rely on our systems 24/7. This role blends deep technical expertise with exceptional customer service, requiring a proactive mindset, strong analytical skills, and a passion for problem‑solving. If you thrive in a fast‑paced environment and enjoy turning challenges into solutions, this is the role for you.

Key Responsibilities

• Technical Support & Troubleshooting: Diagnose and resolve network, VPN, and remote desktop issues for customers across multiple platforms, including Windows, macOS, and Linux environments.
• System Management: Perform routine maintenance, configuration, and updates on Windows environments, ensuring optimal performance and security. Apply patches, monitor system health, and proactively identify potential bottlenecks.
• Documentation & Knowledge Base: Record detailed incident reports, update troubleshooting guides, and contribute to our internal knowledge base. Ensure documentation is clear, concise, and accessible to both technical and non‑technical stakeholders.
• Customer Interaction: Communicate clearly and professionally with clients via phone, email, and remote support tools, turning complex technical concepts into actionable insights. Maintain a high level of customer satisfaction and adhere to SLA commitments.
• Collaboration: Work closely with engineering, product, and field teams to provide feedback on product improvements and to resolve escalated issues. Participate in cross‑functional meetings and share best practices.
• Compliance & Safety: Adhere to safety protocols, including the ability to lift up to 50 lbs and work at heights when required, and maintain compliance with industry regulations such as ISO 27001 and NIST.
• Travel & On‑Site Support: Travel up to 2% of the time to client sites for on‑site troubleshooting, system installations, and training sessions. Represent brighthush with professionalism and technical excellence.
• Continuous Improvement: Identify recurring issues, propose solutions, and help shape the evolution of our support processes and tools.

Essential Qualifications

• Associate’s degree or equivalent experience in a technical field (e.g., Information Technology, Computer Science, Network Engineering).
• Minimum of 1 year of technical support experience, preferably in a networked environment.
• Proficiency with Windows operating systems, TCP/IP protocols, VPN technologies, and Remote Desktop Services.
• Strong command of Microsoft Office Suite and basic SQL query skills for data extraction and reporting.
• Excellent verbal and written communication skills in English, with the ability to explain technical concepts to non‑technical audiences.
• Physical ability to lift up to 50 lbs and work at heights when necessary.
• Valid driver’s license and willingness to travel up to 2% of the time.
• Demonstrated ability to work independently in a remote setting while maintaining high productivity and meeting deadlines.

Preferred Qualifications

• Experience with industrial control systems (e.g., PanelView) and customer relationship management (CRM) software.
• Knowledge of security protocols and compliance standards such as ISO 27001 or NIST.
• Certifications such as CompTIA Network+, Microsoft Certified: Azure Fundamentals, or equivalent.
• Previous experience in a manufacturing or security technology environment.
• Fluency in additional languages (Spanish, French, Mandarin, etc.) is a plus.
• Experience with remote monitoring and management (RMM) tools and ticketing systems (e.g., ServiceNow, Jira).

Skills & Competencies

• Technical Aptitude: Quick learner with a strong foundation in networking, operating systems, and database fundamentals. Comfortable troubleshooting complex technical issues across multiple platforms.
• Problem‑Solving: Ability to analyze complex issues, identify root causes, and implement effective solutions. Think critically and creatively to resolve customer challenges.
• Customer‑Centric Mindset: Empathy, patience, and a genuine desire to help customers succeed. Build trust and rapport with clients through clear communication and reliable support.
• Time Management: Prioritize multiple tickets, meet SLAs, and manage time efficiently in a remote setting. Demonstrate strong organizational skills and the ability to handle competing priorities.
• Collaboration: Work seamlessly with cross‑functional teams, sharing insights and best practices. Contribute to a culture of knowledge sharing and continuous improvement.
• Adaptability: Thrive in a dynamic environment where priorities shift quickly. Stay flexible and maintain composure under pressure.
• Attention to Detail: Ensure accuracy in documentation, configuration changes, and data handling. Maintain high standards of quality and compliance.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Customer Support Technician, you will have access to:

• Structured onboarding and mentorship programs to accelerate your learning curve.
• Regular technical training sessions covering the latest networking protocols, security best practices, and product updates.
• Opportunities to transition into specialized roles such as Network Engineer, Field Service Technician, or Product Support Manager.
• Participation in cross‑departmental projects that influence product roadmaps and customer experience.
• Access to a comprehensive learning portal with courses, certifications, and knowledge sharing forums.
• Annual performance reviews that identify growth paths and skill development plans.
• Support for pursuing industry certifications and continuing education through stipends and tuition reimbursement.

Work Environment & Company Culture

brighthush fosters a culture of innovation, inclusivity, and continuous improvement. Key highlights include:

• Remote‑First Flexibility: Work from anywhere while staying connected through collaborative tools and regular virtual team huddles.
• Diversity & Inclusion: A workplace where diverse perspectives are celebrated and every voice is heard.
• Employee Wellness: Access to mental health resources, virtual fitness classes, and wellness challenges.
• Community Impact: Participate in volunteer initiatives and sustainability projects that make a difference locally and globally.
• Recognition & Rewards: Regular shout‑outs, performance bonuses, and peer‑to‑peer recognition programs.
• Collaborative Spirit: Cross‑functional teams that value open communication, knowledge sharing, and mutual support.
• Innovation Hub: Opportunities to contribute ideas that shape product development and customer solutions.

Compensation & Benefits

We offer a competitive salary range of $37,440 – $45,760 per year, commensurate with experience and qualifications. In addition to base pay, you will receive:

• Generous paid time off (PTO) and holiday schedule.
• 401(k) retirement plan with company match.
• Health, dental, and vision insurance plans.
• Flexible spending accounts (FSA) and health savings accounts (HSA).
• Employee assistance program (EAP) for personal and professional support.
• Professional development stipend and tuition reimbursement for relevant courses.
• Employee discount program for brighthush products and partner services.
• Remote work stipend to support home office setup.
• Annual wellness stipend for fitness, meditation, or other health‑related activities.

How to Apply

Ready to join a team that values technical excellence and customer success? Submit your application through our careers portal. Include a resume, cover letter detailing your relevant experience, and any certifications you hold. We look forward to learning how you can contribute to brighthush’s mission of safeguarding the world.

Join brighthush Today

As a Customer Support Technician, you will be at the forefront of our customer experience, ensuring that our cutting‑edge security solutions operate flawlessly for clients worldwide. If you are passionate about technology, dedicated to service, and eager to grow in a dynamic, supportive environment, we want to hear from you. Apply now and become part of a company that is redefining safety and innovation across the globe.