Senior Tier II Customer Support Technician – IoT Solutions Specialist & Advanced Technical Troubleshooting Leader – Champion Customer Success at brighthush

About brighthush

brighthush is a global trailblazer in the smart‑home and Internet of Things (IoT) sector, turning everyday living spaces into intelligent, responsive ecosystems. With a presence that spans North America, Europe, and Asia, we design and deliver a portfolio of products that range from adaptive lighting and climate control to sophisticated security and energy‑management solutions. Our mission is simple yet ambitious: to make homes and businesses safer, more efficient, and delightfully connected, all while upholding the highest standards of quality and customer satisfaction.

As we broaden our product line and deepen our market reach, we’re on the lookout for passionate, customer‑centric professionals who thrive on solving complex technical challenges. If you enjoy collaborating across disciplines, love turning data into actionable insights, and want to help shape the future of connected living, brighthush offers a platform where your expertise can grow and your impact can be felt worldwide.

Why Join brighthush?

At brighthush, we cultivate a culture that values curiosity, collaboration, and a relentless drive to solve real‑world problems. Our people are our greatest asset, and we invest heavily in their growth and well‑being. Here’s what you can expect when you become part of the brighthush family:

• Competitive Compensation Package – Industry‑leading base salary, performance bonuses, and equity opportunities that reward your contributions.
• Comprehensive Health & Wellness Benefits – Full medical, dental, vision, and mental‑health coverage, plus wellness stipends and on‑site fitness resources.
• Professional Development Programs – Structured learning paths, mentorship, and annual sponsorships for certifications such as CCNA, CompTIA, AWS, and Azure.
• Flexible Work Model – Remote‑first mindset with optional collaborative hubs, flexible hours, and a focus on work‑life balance.
• Inclusive & Diverse Environment – A community that celebrates diverse perspectives, backgrounds, and ideas, fostering innovation and belonging.
• Impactful Projects – Work on high‑visibility initiatives that directly influence product quality, customer experience, and market success.

Role Overview

As a Senior Tier II Customer Support Technician, you will serve as the primary technical liaison for brighthush customers, providing expert troubleshooting, proactive issue resolution, and exceptional service across multiple channels. You will collaborate closely with engineering, product, and sales teams to ensure seamless customer experiences and contribute to the continuous improvement of our support processes and knowledge base.

In this role, you will be the voice of the customer, the guardian of technical excellence, and a catalyst for process innovation. Your deep technical expertise, combined with a customer‑first mindset, will help us maintain our reputation for world‑class support and drive customer loyalty.

Key Responsibilities

• Technical Troubleshooting & Support – Diagnose and resolve complex hardware, firmware, and network issues for brighthush customers using phone, email, chat, and remote management tools.
• Customer Advocacy – Act as the first point of contact for inbound inquiries, delivering patient, clear, and innovative solutions while maintaining a high level of customer satisfaction.
• Issue Escalation & Collaboration – Identify critical problems, raise tickets to engineering or product teams, and coordinate cross‑functional support to expedite resolution.
• Knowledge Management – Document detailed incident reports, root causes, and resolution steps in our help‑desk system to enrich the knowledge base for future reference.
• Proactive Monitoring – Use monitoring dashboards to detect potential issues, notify customers proactively, and implement preventive measures.
• Data Integrity – Verify, update, and maintain accurate customer contact information and system configurations.
• Continuous Improvement – Participate in post‑incident reviews, suggest process enhancements, and contribute to the evolution of support best practices.
• Team Leadership (Optional) – Mentor junior technicians, share expertise, and help build a high‑performing support team.
• Product Feedback Loop – Capture and communicate customer insights to product and engineering teams, influencing future product enhancements.
• Compliance & Security – Ensure all support activities adhere to data protection regulations and internal security protocols.

Essential Qualifications

• High School Diploma or equivalent, with vocational training in IT or electronics.
• Minimum of 3 years’ experience in technical help desk or customer support roles, preferably in a SaaS or IoT environment.
• Proficient in troubleshooting Windows, macOS, and Linux operating systems.
• Strong command of Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
• Excellent verbal and written communication skills in English.
• Demonstrated ability to manage multiple priorities in a fast‑paced, high‑pressure environment.
• Strong analytical and problem‑solving skills with a focus on root‑cause analysis.
• Excellent interpersonal skills and a customer‑first mindset.
• Self‑motivated, with the ability to work independently and as part of a collaborative team.

Preferred Qualifications & Certifications

• CCNA, CCNP, CompTIA A+, or CompTIA Network+ certification.
• Experience with RF CATV networks and satellite technology.
• Knowledge of networking fundamentals, TCP/IP, DHCP, DNS, and VPN.
• Bilingual proficiency in Spanish and English (or other languages) is a plus.
• Experience with remote management tools such as TeamViewer, AnyDesk, or similar.
• Familiarity with cloud platforms (AWS, Azure, GCP) and IoT device management.
• Experience in a Tier II or Tier III support environment, handling escalated incidents.

Skills & Competencies

• Technical Proficiency – Deep understanding of hardware, firmware, and network troubleshooting.
• Customer‑Centricity – Ability to empathize, communicate clearly, and deliver solutions that exceed expectations.
• Analytical Thinking – Strong problem‑solving skills, with a methodical approach to diagnosing and resolving issues.
• Time Management – Prioritize tasks effectively, meet SLA targets, and manage workload efficiently.
• Collaboration – Work seamlessly with engineering, product, and sales teams to drive customer success.
• Adaptability – Thrive in a dynamic environment, quickly learning new technologies and processes.
• Documentation – Produce clear, concise, and accurate technical documentation for internal and external use.
• Leadership (Optional) – Mentor junior staff, lead knowledge‑sharing sessions, and contribute to team development.

Career Growth & Learning Opportunities

At brighthush, your career path is designed to evolve with your interests and strengths. You’ll have access to a wealth of learning resources and growth opportunities:

• Structured mentorship programs with senior engineers and product managers.
• Annual technical certification sponsorships (e.g., CCNA, CompTIA, AWS Certified).
• Cross‑functional training sessions covering product development, sales, and customer success.
• Opportunities to lead projects, contribute to product roadmap discussions, and influence the support strategy.
• Internal mobility into roles such as Solutions Engineer, Field Support Lead, or Product Support Manager.
• Access to industry conferences, webinars, and internal hackathons to foster continuous learning.

Work Environment & Culture at brighthush

brighthush fosters a culture of innovation, transparency, and continuous improvement. Our core values include:

• Customer Obsession – Every decision is driven by the goal of delivering exceptional customer experiences.
• Collaboration – We break down silos and work together across teams to solve complex challenges.
• Growth Mindset – We encourage experimentation, learning from failures, and celebrating successes.
• Inclusivity – Diversity of thought, background, and perspective is celebrated and essential to our success.

Our flexible work model blends remote work with collaborative hubs, ensuring you have the freedom to work where you’re most productive while staying connected with teammates. We host regular virtual and in‑person events, hackathons, and wellness programs to keep the community engaged and energized. Every employee is empowered to bring their authentic self to work, fostering an environment where ideas flourish and careers thrive.

Compensation & Benefits

While specific figures vary by location and experience, brighthush offers a comprehensive rewards package designed to attract, retain, and motivate top talent:

• Competitive base salary aligned with industry standards.
• Performance‑based bonuses and stock‑option opportunities.
• Comprehensive health, dental, and vision insurance plans.
• Paid time off, including vacation, sick leave, and personal days.
• Flexible work hours and remote work options.
• Professional development stipend and training budget.
• Employee wellness programs, including gym memberships and mental health resources.
• Annual company retreats, team‑building events, and recognition ceremonies.
• Employee referral bonuses and recognition programs.

Frequently Asked Questions

• What is the typical shift schedule for this role? – We operate on a flexible schedule with core hours from 9 AM to 4 PM EST. Shift work may be required for on‑site support or to cover international time zones.
• Is remote work fully supported? – Yes, brighthush is a remote‑first company. You can work from anywhere, with the option to visit our collaborative hubs as needed.
• What training will I receive? – New hires undergo a comprehensive onboarding program covering our products, support tools, and customer‑success philosophy. Ongoing training is provided through internal courses, external certifications, and cross‑functional workshops.
• How does brighthush measure success in this role? – Success is measured through SLA compliance, customer satisfaction scores, incident resolution time, and contributions to knowledge‑base enrichment.

How to Apply

If you’re a dedicated, tech‑savvy professional who thrives on solving customer challenges and driving continuous improvement, we want to hear from you. Join brighthush and be part of a team that’s shaping the future of connected living.

Ready to take the next step? Click the link below to submit your application and start your journey with brighthush today.