Tech Support Specialist ll

Department Description

Service Operations is a core function within Palmetto’s Service and Asset Management organization, responsible for post-PTO service and maintenance across the residential solar asset lifecycle. The team ensures system performance, reliability, and customer satisfaction by managing service requests from intake through resolution. This includes remote troubleshooting, site visit coordination, and field execution through both in-house technicians and a national network of service partners.

Service Operations plays a critical role in protecting asset performance and optimizing the cost of service at scale. Our focus is to resolve issues quickly, efficiently, and with high quality—balancing speed, cost, and customer satisfaction while supporting the long-term performance of the assets we manage.

Location

This position will be based remotely in the Philippines.

Reporting

This position will report to the Service Operations Team Lead.

Summary of Role

The Tech Support Specialist is responsible for monitoring system performance and resolving service issues through remote troubleshooting across Palmetto’s residential solar portfolio.

This role is the first line of defense in identifying and addressing system underperformance, using monitoring tools, diagnostics, and customer interaction to resolve issues without requiring a site visit whenever possible.

Tech Support Specialists are accountable for quickly identifying root causes, executing effective troubleshooting steps, and determining when escalation to a site visit is necessary. They play a critical role in optimizing service timelines, reducing cost of service, and ensuring a seamless customer experience.

Strategic & Tactical

• Monitor system performance across the residential solar portfolio, proactively identifying underperforming or non-producing systems through alerting and diagnostic tools.
• Triage and investigate service cases, validating issues and determining appropriate troubleshooting paths based on system data and known failure modes.
• Execute remote troubleshooting steps to resolve system issues, including inverter resets, communication troubleshooting, and guiding homeowners through required actions.
• Maximize remote resolution by identifying and applying effective solutions, minimizing unnecessary site visits.
• Communicate clearly and empathetically with homeowners to explain issues, guide troubleshooting steps, and set expectations for resolution.
• Accurately document all troubleshooting steps, findings, and outcomes within Salesforce to ensure clear case history and enable downstream coordination if needed.
• Escalate unresolved or complex issues to Service Project Coordinators with clear, complete context, including validated scope and recommended next steps.
• Manage and prioritize service queues to ensure all cases are addressed within defined SLA timelines.
• Identify trends, recurring issues, and failure patterns across the portfolio, contributing insights to improve monitoring, processes, and product performance.
• Collaborate cross-functionally with Service Operations, Product, and Engineering teams to improve alert quality, reduce false positives, and enhance troubleshooting workflows.
• Participate in root cause analysis and continuous improvement initiatives to increase remote resolution rates and reduce overall service cost.

Qualifications

• BS/BA is preferred.
• 2+ years of experience in technical support, customer support, or operations in a high-volume environment.
• Experience in residential solar, electrical systems, or field service environments is required.
• 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 (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.
• Spanish proficiency is a plus.

Success Defined

Success in this role is measured by the ability to resolve issues quickly and accurately through remote troubleshooting, while ensuring high-quality case handling and seamless escalation when required.

• Remote Resolution Rate & Timeline
  • Achieve target remote resolution rate while maintaining a fast median time to resolution, minimizing the need for site visits and reducing overall service timelines.
• Troubleshooting Quality & Escalation Accuracy
  • Consistently identify root causes and execute effective troubleshooting steps, with clear, complete escalations that enable efficient downstream coordination and minimize rework.
• Queue Management & SLA Adherence
  • Maintain strong performance against SLA targets by effectively prioritizing and managing case queues, ensuring timely response and resolution across all service requests.