Assistant Technical Support Manager

Role overview

Race Communications is hiring an Assistant Technical Support Manager to help lead the technical support function and keep day-to-day operations running smoothly. This is a remote role for someone who can support a high-performing team, handle complex technical escalations, and contribute to better service outcomes and faster resolution times.

The company has served California communities since 1994 and emphasizes a people-first culture, collaboration, integrity, and meaningful customer relationships.

Work arrangement and location rules

This position is primarily remote and is expected to be performed from a home office five days a week. Because the role is telecommuting-based, the employee may need to use a personal phone and internet connection, with reimbursement handled according to the company’s telecommuting policy. Occasional travel to other company offices or off-site locations may also be necessary.

Remote employment is limited to candidates who live in California, Colorado, Florida, Missouri, Nevada, Oregon, Indiana, or Illinois. Applicants outside these states are not eligible for remote work in this role.

Compensation and schedule

Pay for this role is $27 to $30 per hour. The schedule is 5 days per week, 8 hours per day.

What you will do

• Support the Technical Support Manager with daily team operations, coaching, and workflow coordination.
• Guide technical support representatives through feedback, mentorship, and hands-on assistance.
• Serve as a secondary escalation resource for difficult technical issues, service interruptions, and system-related concerns.
• Help resolve elevated tickets and monitor interactions to maintain quality, consistency, and service standards.
• Oversee ticket queues, workload balance, and coverage to support service-level goals and response times.
• Assist with onboarding, technical training, and continuous skill-building for team members.
• Identify process improvements, workflow bottlenecks, and opportunities to improve efficiency and reduce repeat issues.
• Work with Engineering, Network Operations, Field Services, and other internal teams to resolve issues and improve service delivery.
• Track performance metrics such as response times, resolution times, and service reliability, and support leadership reporting.
• Maintain accurate documentation, troubleshooting notes, and knowledge base content.
• Support customer retention and service reliability by helping address recurring issues and at-risk accounts.
• Take on additional duties as needed to support team and business priorities.

Supervisory scope

This role includes people-management responsibilities such as directing work, supporting training and development, resolving conflicts, helping manage performance, overseeing compliance with internal policies, ensuring timecard and payroll-related accuracy, and contributing to hiring, interviewing, and disciplinary processes when needed.

Requirements

• You must be eligible to work in the United States without sponsorship.
• You must be at least 18 years old.
• A high school diploma or GED is required.
• A bachelor’s degree or equivalent education in a related field is preferred.
• At least 3 to 5 years of experience in technical support in the telecommunications industry is preferred.
• Prior leadership or supervisory experience in a support setting is preferred.
• You should understand customer service workflows, technical troubleshooting, and industry best practices.
• Experience using CRM software is required.
• You need to be able to manage multiple priorities in a fast-moving technical environment.
• Availability for nights, weekends, holidays, and overtime may be required to maintain operations.
• Strong English communication skills are necessary, including speaking, reading, writing, and comprehension.
• Spanish language proficiency is desirable.
• You should be comfortable using MS Office tools such as Teams, Word, Excel, and PowerPoint, along with teleconferencing tools.
• You must be able to use standard office equipment, computers, and office software effectively.

Benefits

• Medical and dental coverage fully paid by the company
• Free fiber internet service
• Competitive base pay
• PTO, including vacation and sick time
• 11 paid holidays
• Paid birthdays
• 401(k) matching at 4%
• Internet service available at no cost for employees who live in the service area

About the work culture

The company describes its environment as close-knit, supportive, and growth-oriented, with a strong focus on integrity, respect, teamwork, and customer care. Career growth and new challenges are highlighted as part of the employee experience.

Additional notes

Telecommuting reimbursement may apply for personal phone and internet use under company policy. Occasional travel may be required. The company also notes that additional duties may be assigned as needed.