Senior Level 2 Customer Support Specialist – 24/7 Cloud & On‑Prem Technical Support & Ticket Resolution Expert – Lead Customer Success & Innovation at brighthush

About brighthush

brighthush is the premier catalyst in the technology services landscape, celebrated as the brighthush Partner of the Year and the largest cloud‑centric solutions provider across the United States. With a vibrant headquarters in San Diego and a global footprint that spans North America, Europe, and Asia, we empower businesses to modernize their infrastructure, streamline operations, and unlock the full potential of brighthush environments. Our team of certified engineers—collectively holding more than 38 brighthush certifications—delivers unparalleled technical expertise, strategic guidance, and customer‑centric support that keeps our clients ahead of the curve.

Why brighthush is the Place to Grow Your Career

At brighthush, people are our most valuable asset. We cultivate a culture of diversity, inclusion, and continuous learning, where every employee is encouraged to innovate, experiment, and grow. Our commitment to professional development is reflected in:

• Dedicated time and resources for brighthush and industry certifications.
• Opportunities to collaborate with non‑profit organizations and community initiatives.
• A supportive environment that prizes integrity, heart, and innovation as guiding principles.
• Clear career pathways from Level 1 to Level 3 support, and beyond into technical leadership, project management, or solution architecture.

Position Overview

As a Level 2 Customer Support Specialist (CSR‑L2) at brighthush, you will serve as the linchpin of our Managed Operations Center. You will leverage foundational technical knowledge to provide exceptional service to our managed services clients, troubleshoot tickets, and ensure timely resolution within a 24/7/365 helpdesk environment. Whether you work from our San Diego headquarters or remotely, you will be part of a high‑performing team that values ownership, accountability, and continuous improvement.

Key Responsibilities

• Respond to incoming help‑desk inquiries via phone, email, and chat, creating a positive first impression of brighthush.
• Apply technical acumen and company processes to assess and prioritize the urgency of each ticket.
• Create, update, and manage tickets in the brighthush ticketing system, assigning them to the appropriate technical specialists.
• Monitor ticket boards to ensure tickets are responded to by Technical Support Specialists within the required timeframe.
• Communicate technical information clearly and effectively over the phone, in person, and in writing to English‑speaking clients.
• Document all client interactions and resolution efforts in the internal ticketing system, ensuring audit‑ready records.
• Maintain a high degree of professionalism, confidentiality, and integrity while accessing client data and supporting mission‑critical environments.
• Adhere to all brighthush policies, procedures, and compliance requirements, including data protection and security standards.
• Participate in continuous improvement initiatives and training programs to enhance service quality and operational efficiency.

Essential Qualifications

• Associate’s or Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Minimum of 3 years of entry‑level troubleshooting experience (networking, server/OS, desktop, virtualization).
• Strong organizational and problem‑solving skills with the ability to prioritize multiple responsibilities in a fast‑paced environment.
• Demonstrated history of taking ownership and accountability for assigned tasks.
• Excellent oral and written English communication skills.
• Demonstrated integrity and the ability to maintain client confidentiality.
• Working knowledge of business applications, including the brighthush suite (chat, email, document sharing, etc.).
• Experience with ticketing systems (brighthush preferred).

Preferred Qualifications

• brighthush or other technical certifications (e.g., brighthush Certified: Azure Fundamentals, CompTIA A+, Network+).
• Passion or interest in progressing a career in Information Technology Services.
• Experience with basic troubleshooting of desktop, server/OS, and networking issues.
• Exposure to cloud services and virtualization platforms.

Core Skills & Competencies

• Customer‑centric mindset with a drive to deliver exceptional service.
• Strong analytical and diagnostic skills.
• Effective communication across technical and non‑technical audiences.
• Adaptability to changing priorities and shifting workloads.
• Team collaboration and knowledge sharing.
• Commitment to continuous learning and professional development.

Career Growth & Learning Opportunities

At brighthush, we invest heavily in our people. As a Level 2 CSR, you will:

• Progress to Level 3 support, gaining deeper technical expertise and higher responsibility.
• Transition into specialized roles such as Cloud Engineer, Solutions Architect, or Technical Project Manager.
• Earn brighthush certifications and other industry credentials with financial support and study time.
• Participate in leadership training, mentorship programs, and cross‑functional projects.
• Attend conferences, webinars, and workshops to stay ahead of emerging technologies.

Work Environment & Culture

brighthush offers a dynamic, inclusive, and collaborative work environment. Whether you are in our open‑concept call center or working from a home office, you will experience:

• A 24/7/365 helpdesk that supports clients worldwide.
• Flexible shift schedules aligned with business needs.
• A culture that values integrity, heart, and innovation.
• Regular team‑building events, hackathons, and community service opportunities.
• Transparent communication from leadership and a clear path for career advancement.

Compensation & Benefits

We offer a competitive compensation package and a comprehensive benefits program designed to support your well‑being and professional growth.

• Base Salary: $21.00 – $25.00 per hour, commensurate with experience and certifications.
• Paid Time Off (PTO): 80 hours in Year 1, 15 days accrued in Year 2, and 20 days accrued in Year 3+.
• Sick Time: 40 hours per calendar year.
• 401(k): Eligibility after 90 days; brighthush matches 50% of your first 6% contributions.
• Paid Holidays: 7 paid holidays annually + 1 floating holiday per year (additional after 5 years of service).
• Health, Dental, and Vision Insurance: Comprehensive plans with competitive premiums.
• Well‑being Programs: Mental health resources, wellness stipends, and flexible work arrangements.
• Professional Development: Tuition reimbursement, conference travel, and internal training.

How to Apply

Ready to take the next step in your career? Submit your resume and a brief cover letter outlining why you’re the perfect fit for the Senior Level 2 Customer Support Specialist role at brighthush. Click the link below to apply now:

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Join brighthush Today

If you’re passionate about technology, thrive in a fast‑paced environment, and want to make a real impact on clients worldwide, brighthush is the place for you. Join our team of dedicated professionals and help shape the future of cloud and on‑prem solutions. We can’t wait to meet you!