Assistant Technical Support Manager

About the Company

Race Communications is a fiber internet company focused on building strong community connections and delivering service with a people-first mindset. The organization emphasizes teamwork, integrity, and collaborative problem-solving while supporting California communities with modern connectivity solutions.

Role Overview

The Assistant Technical Support Manager will help oversee the day-to-day functioning of the technical support team, partnering closely with the Technical Support Manager to keep service running smoothly, improve team performance, and resolve complex technical problems. This position is a key escalation resource that combines technical expertise, coaching support, and operational coordination to strengthen customer support quality and service reliability.

Work Location and Schedule

This is a remote role with primary work performed from a home office five days a week. Employees may need to use their own phone and internet services for telecommuting, with reimbursement handled under the company’s telecommuting policy. Occasional travel to other company offices or off-site locations may be required. The schedule is 5 days per week, 8 hours per day.

Remote Eligibility

Remote candidates must live in California, Colorado, Florida, Missouri, Nevada, Oregon, Indiana, or Illinois. Applicants outside these states are not eligible for remote employment. The role is open to individuals who are legally eligible to work in the United States without sponsorship and who are at least 18 years old.

Compensation and Benefits

The pay range for this position is $27 to $30 per hour. Benefits include 100% company-paid medical and dental coverage, free fiber internet service, PTO for vacation and sick time, 11 paid holidays, paid birthdays, and 401(k) matching at 4%. Medical and dental benefits begin on the first day of the month after the start date.

Key Responsibilities

• Support and coach technical support representatives through daily guidance, mentorship, and performance feedback.
• Help reinforce team goals, technical standards, and expectations established by management.
• Provide real-time assistance on difficult technical cases and performance-related concerns.
• Contribute to a positive, collaborative team culture focused on solutions and service quality.
• Assist with training delivery, onboarding, and ongoing skill development for new and existing team members.
• Stay updated on products, systems, services, and current technical support practices.
• Act as a secondary escalation contact for complex service issues, outages, and system-related problems.
• Support resolution of escalated tickets with accuracy, speed, and professionalism.
• Monitor support interactions for consistency, quality, and adherence to standards.
• Help manage daily support operations, including queue oversight, workflow coordination, and workload balancing.
• Step in during busy or critical periods to handle technical tickets and maintain coverage.
• Identify process gaps and suggest improvements that increase efficiency and shorten resolution times.
• Assist in rolling out new tools, systems, and support initiatives.
• Collaborate with Engineering, Network Operations, Field Services, and other departments to resolve issues and improve service delivery.
• Track key performance indicators such as response time, resolution time, and service reliability.
• Support reporting for leadership and help analyze trends affecting team performance and customer experience.
• Maintain compliance with company policies, procedures, and technical support standards.
• Ensure troubleshooting notes, resolutions, and system updates are documented accurately.
• Help maintain knowledge base articles and internal documentation.
• Support the handling of high-impact technical issues and coordinate communication across teams when needed.
• Work with customers and internal teams to reduce recurring issues, improve retention, and strengthen long-term relationships.
• Carry out additional duties as assigned.

Requirements

• Must be legally eligible to work in the United States without sponsorship.
• Applicants must be 18 years of age or older.
• High school diploma or GED is required.
• A bachelor's degree or equivalent education in a related field is preferred.
• 3 to 5 years of experience in technical support within the telecommunications industry is preferred.
• Prior leadership or supervisory experience in a support setting is preferred.
• Solid understanding of customer service processes, troubleshooting methods, and industry best practices.
• Experience using CRM software.
• Ability to manage multiple priorities in a fast-moving technical environment.
• Willingness to work nights, weekends, holidays, and overtime when business needs require it.
• Strong English communication skills, including speaking, reading, writing, and comprehension.
• Spanish language skills are desirable.
• Comfortable using MS Office tools such as Teams, Word, Excel, and PowerPoint, as well as teleconferencing software.
• Ability to work with common office equipment, computers, and office software.

Supervisory Responsibilities

• Ensure team members follow company policies and handbook guidelines with a strong focus on compliance and accountability.
• Lead onboarding, mentoring, and long-term training efforts for new hires and existing staff.
• Support employee issues in line with company policies, laws, and organizational values while encouraging collaboration.
• Set expectations, monitor performance, provide feedback, and help the team achieve individual and departmental goals.
• Oversee timecard accuracy, payroll-related compliance, and resolution of timekeeping issues.
• Assess training needs and help build development programs that support team growth and future business goals.
• Address conflict within the team and maintain a respectful, productive work environment.
• Manage resources, tools, and support needed for team success.
• Track team progress and report performance updates, project status, and challenges to leadership.
• Directly supervise employees through interviewing, hiring, training, work assignment, performance evaluation, recognition, and disciplinary action when needed.

Additional Information

The role may require occasional travel to other company locations or off-site sites. Employees may also need to use personal phone and internet services for telecommuting, with reimbursement provided according to the company’s policy. The company notes that all benefits and work expectations are subject to its internal policies and procedures.

Why Join

• Join a close-knit team with a collaborative culture.
• Grow into new responsibilities and advancement opportunities.
• Receive a competitive hourly wage.
• Access a strong benefits package with company-paid medical and dental coverage.
• Enjoy free fiber internet service if you live in the service area.
• Work in an environment built on integrity, respect, and shared purpose.

Call to Action

Qualified candidates interested in moving forward are encouraged to submit an application.