Technical Support Specialist lll
Palmetto Clean TechRemote
Full Time
Posted April 14, 2026
Solar Energy
Remote
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Job Description
The Technical Support Specialist monitors and troubleshoots residential solar systems remotely to ensure optimal performance, resolve issues efficiently, and minimize site visits, thereby enhancing customer satisfaction and reducing service costs.
Key Responsibilities
- Monitor system performance and proactively identify underperforming or non-producing solar systems using diagnostic tools.
- Triage and investigate service cases to validate issues and determine troubleshooting approaches.
- Execute remote troubleshooting steps, such as inverter resets and communication troubleshooting, to resolve system issues.
- Communicate effectively with homeowners to explain issues, guide troubleshooting, and set expectations.
- Document all troubleshooting steps, findings, and outcomes accurately within Salesforce.
- Escalate unresolved or complex issues to Service Project Coordinators with detailed context.
- Manage and prioritize service queues to ensure timely case resolution within SLA targets.
- Identify trends and recurring issues to contribute insights for process and product improvements.
- Collaborate with cross-functional teams to improve monitoring accuracy and troubleshooting workflows.
- Participate in root cause analysis and continuous improvement initiatives to enhance remote resolution rates.
Requirements
- A Bachelor of Science (BS) or Bachelor of Arts (BA) degree is preferred.
- At least 2 years of experience in technical support, customer support, or operations in a high-volume environment.
- Strong troubleshooting and problem-solving skills, with the ability to diagnose issues using data and structured thinking.
- Ability to quickly learn and navigate monitoring platforms, CRM systems, and technical tools.
- Experience with Salesforce or similar CRM systems, with Salesforce experience preferred.
- Strong communication skills, with the ability to explain technical concepts clearly to non-technical customers.
- Attention to detail in documenting cases, troubleshooting steps, and outcomes.
- Ability to manage multiple cases simultaneously while maintaining SLA performance.
- Proactive, resourceful, and comfortable operating in a fast-paced, evolving environment.
- Experience in residential solar, electrical systems, or field service environments is preferred.
- Familiarity with OEM monitoring platforms such as Enphase and SolarEdge is preferred.
- Spanish language proficiency is a plus.
- Employment is contingent upon the successful completion of a background check.
Benefits & Perks
unlimited PTO
medical coverage
dental coverage
vision coverage
paid parental leave
retirement plans
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