[Hiring] Technical Support Specialist @Palmetto Clean Technology

Role Description

The Technical 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.

• 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.
• 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.
• Familiarity with OEM monitoring platforms (e.g., Enphase, SolarEdge) is preferred.
• Spanish proficiency is a plus.

Requirements

• Employment is contingent upon the successful completion of a background check.

Equal Employment Opportunity

Palmetto embraces diversity and is an Equal Employment Opportunity employer. Employment is decided on the basis of qualifications, merit, and business need. We do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or any other status protected under federal, state, or local law.