Senior Network & Remote Desktop Support Technician – Global Customer Success Lead – Remote (Full‑Time, Worldwide)

About brighthush

brighthush is a leading global technology partner that empowers businesses to thrive in an increasingly digital world. With a portfolio that spans cloud infrastructure, cybersecurity, and enterprise collaboration, we help organizations of all sizes unlock the full potential of their technology investments. Our mission is simple: to deliver seamless, secure, and scalable solutions that enable our clients to focus on what matters most—growth and innovation.

At brighthush, we believe that technology should work for people, not the other way around. That’s why we have built a culture that celebrates curiosity, collaboration, and continuous learning. Whether you’re a seasoned professional or a rising star, you’ll find a supportive environment where your ideas are heard, your skills are sharpened, and your career can flourish.

Role Overview

We’re looking for an experienced Senior Network & Remote Desktop Support Technician to join our Global Customer Success team. In this role, you will be the technical backbone that keeps our clients’ networks and remote desktop environments running smoothly, while also driving customer satisfaction and retention. You’ll work closely with cross‑functional teams—including Sales, Product, and Engineering—to deliver proactive, high‑impact support that aligns with our clients’ business objectives.

Key highlights of the role:

• Full‑time, remote position with a global scope—your work will impact customers across North America, EMEA, and APAC.
• Opportunity to lead technical initiatives that shape our support strategy and product roadmap.
• Chance to mentor junior technicians and contribute to a culture of knowledge sharing.
• Competitive compensation, comprehensive benefits, and a flexible work‑life balance.

Key Responsibilities

• Network & Remote Desktop Troubleshooting: Diagnose and resolve complex network connectivity issues, VPN problems, and remote desktop session failures for a diverse client base.
• Incident Management: Own the end‑to‑end lifecycle of high‑priority incidents, ensuring timely resolution and clear communication with stakeholders.
• Proactive Monitoring & Optimization: Implement and maintain monitoring tools (e.g., SolarWinds, Zabbix, Microsoft Endpoint Manager) to detect and mitigate potential issues before they impact users.
• Documentation & Knowledge Base: Create detailed, user‑friendly troubleshooting guides, FAQs, and technical documentation that empower both clients and internal teams.
• Customer Success Collaboration: Partner with Customer Success Managers to identify upsell opportunities, gather feedback, and drive continuous improvement of our support processes.
• Technical Guidance & Mentorship: Provide mentorship to junior technicians, conduct training sessions, and foster a culture of continuous learning.
• Product Feedback Loop: Relay customer pain points and feature requests to Product and Engineering teams, influencing future releases.
• Compliance & Security: Ensure all support activities adhere to industry best practices, security standards, and regulatory requirements.
• Reporting & Analytics: Generate regular reports on incident trends, resolution times, and customer satisfaction metrics to inform strategic decisions.

Essential Qualifications

• Minimum of 5 years of hands‑on experience in network support, remote desktop administration, or a related technical role.
• Strong knowledge of TCP/IP, DNS, DHCP, VPN technologies, and Windows/Linux networking protocols.
• Proficiency with remote desktop solutions such as Microsoft Remote Desktop Services, Citrix, and VMware Horizon.
• Experience with monitoring and ticketing systems (e.g., ServiceNow, Jira Service Management, SolarWinds).
• Excellent problem‑solving skills and the ability to work under pressure in a fast‑paced environment.
• Strong communication skills—both written and verbal—in English; additional languages are a plus.
• Relevant certifications (e.g., CompTIA Network+, Microsoft Certified: Azure Administrator, Cisco CCNA) are highly desirable.
• Demonstrated ability to collaborate cross‑functionally and influence stakeholders at all levels.

Preferred Qualifications

• Experience in a SaaS or cloud‑based support environment.
• Knowledge of scripting languages (PowerShell, Bash) for automation and troubleshooting.
• Background in cybersecurity best practices, including endpoint protection and threat detection.
• Experience leading or participating in incident response drills and post‑mortem analyses.
• Familiarity with ITIL framework and best‑practice incident management processes.

Skills & Competencies

• Technical Expertise: Deep understanding of networking fundamentals, remote desktop technologies, and operating system internals.
• Analytical Thinking: Ability to dissect complex problems, identify root causes, and propose effective solutions.
• Customer‑Centric Mindset: Passion for delivering exceptional service and turning technical challenges into opportunities for customer delight.
• Adaptability: Comfortable working in a dynamic, evolving environment with shifting priorities.
• Team Collaboration: Proven track record of working effectively with cross‑functional teams and mentoring peers.
• Continuous Learning: Commitment to staying current with emerging technologies, industry trends, and best practices.

Career Growth & Learning Opportunities

At brighthush, your career path is as dynamic as the technology landscape. As a Senior Network & Remote Desktop Support Technician, you’ll have access to:

• Structured learning tracks that cover advanced networking, cloud architecture, and cybersecurity.
• Mentorship from senior engineers and product leaders who are eager to share their expertise.
• Opportunities to contribute to product development, shaping the next generation of support tools.
• Clear progression to roles such as Technical Lead, Solutions Architect, or Customer Success Director.
• Annual budget for certifications, conferences, and professional development courses.

Work Environment & Culture

brighthush is proud of its inclusive, remote‑first culture. We value:

• Flexibility: Choose your own work hours and location—whether you’re in a bustling city or a quiet suburb.
• Collaboration: Daily stand‑ups, virtual hackathons, and cross‑team projects keep us connected and innovative.
• Recognition: Regular shout‑outs, peer awards, and a transparent performance review process celebrate your achievements.
• Well‑being: Comprehensive health plans, mental health resources, and a generous paid time off policy support your overall wellness.
• Community: Volunteer days, diversity & inclusion initiatives, and global team events foster a sense of belonging.

Compensation & Benefits

While specific figures vary by location and experience, brighthush offers a competitive salary package that includes:

• Base salary commensurate with market rates for senior technical roles.
• Performance‑based bonuses and equity options.
• Health, dental, and vision insurance for you and your dependents.
• Retirement savings plan with company match.
• Unlimited paid time off and flexible work arrangements.
• Annual stipend for home office equipment and internet upgrades.
• Access to a wide range of learning resources, including online courses, books, and conference tickets.

How to Apply

Ready to take the next step in your career and join a team that values innovation, collaboration, and customer success? Click the link below to submit your application and become part of the brighthush family.

Apply for this job

We look forward to exploring how your expertise can help us empower our clients worldwide. If you have any questions, feel free to reach out to our recruiting team at [email protected].