Tech Support Specialist II

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Palmetto

WebsiteLinkedInAll Job Openings

201 - 500 employees

⚡ Energy

💸 Finance

Energy • Finance

Palmetto is a company that offers comprehensive solar energy solutions for residential properties. It provides various solar services including design, financing, installation, maintenance, and energy system management. Palmetto aims to make clean energy accessible with its solar feasibility modeling platform and offers flexible payment options like solar lease, purchase, and subscription plans. The company prides itself on exceptional customer service and social impact, helping homeowners to manage their energy consumption efficiently while reducing their environmental footprint.

📋 Description

• Monitor system performance across Palmetto’s residential solar portfolio • Proactively identify underperforming or non-producing systems through alerting and diagnostic tools • Triage and investigate service cases and determine appropriate troubleshooting paths • Execute remote troubleshooting, including inverter resets and communication troubleshooting • Guide homeowners through required actions and explain issues clearly and empathetically • Maximize remote resolution and minimize unnecessary site visits • Document troubleshooting steps, findings, and outcomes in Salesforce • Escalate unresolved or complex issues to Service Project Coordinators • Manage and prioritize service queues within defined SLA timelines • Identify trends, recurring issues, and failure patterns • Collaborate with Service Operations, Product, and Engineering teams • Participate in root cause analysis and continuous improvement initiatives • Report to the Service Operations Team Lead

🎯 Requirements

• 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 • Ability to diagnose issues using data and structured thinking • Ability to quickly learn and navigate monitoring platforms, CRM systems, and technical tools • Strong communication skills for explaining technical concepts 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 • Salesforce experience preferred • BS/BA preferred • Spanish proficiency is a plus • Employment contingent upon successful completion of a background check

🏖️ Benefits

• Unlimited PTO • Medical coverage • Dental coverage • Vision coverage • Paid parental leave • Retirement plans • Talent development and career growth opportunities • Promote-from-within culture • Purpose-driven work