Assistant Technical Support Manager

Role overview

Race Communications is hiring an Assistant Technical Support Manager to help oversee the day-to-day functioning of the technical support organization. This position partners closely with the Technical Support Manager to improve service delivery, guide team performance, and speed up the handling of complex technical problems. It serves as an escalation resource, offers practical support to frontline staff, and contributes to workflow optimization and process enhancements. The role is important for keeping service dependable, reducing resolution times, and creating a strong customer support experience.

Work arrangement and location

This is a remote position, with work expected to be performed from a home office five days a week. The role may require the use of a personal phone and internet connection for telecommuting, with reimbursement handled under the company’s telecommuting policy. Travel to other company offices or off-site locations may occasionally be needed.

Remote candidates are only considered if they live in California, Colorado, Florida, Missouri, Nevada, Oregon, Indiana, or Illinois. Applicants outside these states are not eligible for remote employment.

Compensation and schedule

Pay is listed at $27 to $30 per hour. The schedule is five days a week at eight hours per day.

About the company

Race Communications describes itself as a people-first fiber internet provider serving California communities since 1994. The organization emphasizes relationships, teamwork, integrity, and a supportive environment where employees work collaboratively and celebrate shared success.

Responsibilities

• Support and guide technical support representatives through coaching, mentoring, and day-to-day direction.
• Reinforce performance standards, technical expectations, and team objectives established by management.
• Provide live feedback and assistance when team members face difficult troubleshooting cases or performance concerns.
• Foster a collaborative, constructive, and solution-focused team culture.
• Help design and deliver training that strengthens troubleshooting ability, product knowledge, and system usage.
• Assist with onboarding new employees and provide ongoing technical coaching.
• Encourage knowledge sharing and continuous learning across the team.
• Stay up to date on products, services, systems, and technical support methods.
• Act as a secondary escalation contact for complex technical issues, outages, and system-related problems.
• Assist in resolving escalated cases with accuracy, speed, and professionalism.
• Monitor support interactions to maintain quality, consistency, and policy compliance.
• Help protect service reliability and customer retention by addressing repeated technical issues.
• Oversee daily support operations such as ticket queues and workflow coordination.
• Help balance workloads and coverage to meet service levels and response-time goals.
• Assist with troubleshooting, service restoration, and issue-resolution workflows.
• Step in to handle technical tickets during peak periods or urgent situations.
• Identify opportunities to streamline processes and improve operational efficiency.
• Support the rollout of new tools, systems, and technical support initiatives.
• Help remove workflow bottlenecks that slow down resolution or create repeat issues.
• Work with Engineering, Network Operations, Field Services, and other internal teams to resolve issues and support service delivery.
• Communicate recurring technical problems and contribute to long-term corrective solutions.
• Support cross-functional initiatives that improve system performance and the customer experience.
• Track and analyze KPIs such as response time, resolution time, and service reliability.
• Monitor team performance trends that affect support efficiency and customer satisfaction.
• Assist leadership with operational reporting and improvement updates.
• Ensure work follows company policies, procedures, and technical support standards.
• Maintain accurate documentation for troubleshooting, issue resolution, and system changes.
• Help keep technical knowledge base articles and internal documentation current.
• Manage complex and escalated technical matters through timely, accurate, and professional resolution.
• Serve as a contact point for high-impact service issues and coordinate follow-through across teams.
• Identify recurring issues and at-risk accounts, and support actions that improve reliability and retention.
• Work with customers and internal teams to proactively resolve technical concerns and strengthen long-term relationships.
• Carry out additional duties as needed.

Requirements

• Must be eligible to work in the United States without sponsorship.
• Must be at least 18 years old.
• 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 technical support experience in the telecommunications industry is preferred.
• Prior leadership or supervisory experience in a support setting is preferred.
• Strong knowledge of customer service workflows, troubleshooting practices, and industry standards.
• Experience using CRM systems.
• Ability to manage multiple priorities in a fast-moving technical environment.
• Willingness to work nights, weekends, holidays, and overtime when business needs require it.
• Ability to communicate effectively in English, including speaking, reading, writing, and comprehension.
• Spanish language skills are desirable.
• Proficiency with Microsoft Office tools such as Teams, Word, Excel, and PowerPoint, as well as teleconferencing applications.
• Comfort using standard office equipment, computers, and office software.

Supervisory responsibilities

This role includes people-management responsibilities such as enforcing policies, mentoring new hires, developing training approaches, coordinating cross-functional support, supporting goal setting and performance management, addressing payroll/timecard issues, resolving conflicts, ensuring proper resource allocation, maintaining compliance with company and regulatory standards, reporting team progress, and directly supervising employees through hiring, training, work assignment, performance reviews, recognition, and corrective action when necessary.

Benefits

• 100% company-paid medical and dental coverage, starting on the first day of the month after your start date.
• Free fiber internet service for employees who live in the service area.
• PTO that includes vacation and sick time.
• 11 paid holidays.
• Paid birthdays.
• 401(k) matching at 4%.
• Competitive base pay.
• Opportunity for growth and new challenges.
• Supportive, close-knit workplace culture centered on integrity and mutual respect.

Additional information

Work may require occasional travel to other company offices or off-site locations. The company may reimburse personal phone and internet use for telecommuting in line with its telecommuting policy.