Technical Support Specialist lll
Palmetto Clean TechnologyRemote
Full Time
Posted April 14, 2026
Solar Energy
Remote
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Job Description
The Technical Support Specialist monitors and troubleshoots residential solar system performance remotely, resolving issues to optimize asset performance, reduce service costs, and ensure customer satisfaction through diagnostics, communication, and escalation when necessary.
Key Responsibilities
- Monitor system performance and identify underperforming or non-producing solar systems remotely.
- Triage and investigate service cases using diagnostic tools and system data to determine appropriate troubleshooting steps.
- Execute remote troubleshooting actions 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 in Salesforce.
- Escalate unresolved or complex issues to Service Project Coordinators with detailed context and recommendations.
- Manage and prioritize service cases to meet SLA response and resolution timelines.
- Identify trends and recurring issues to contribute to process improvements and product performance enhancements.
- Collaborate with cross-functional teams to improve monitoring tools, reduce false positives, and optimize troubleshooting workflows.
Requirements
- Bachelor's degree (BS or BA) 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 is 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.
- 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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