Assistant Technical Support Manager

Role Overview

Race Communications is seeking an Assistant Technical Support Manager to help lead daily technical support operations and strengthen the performance of the support team. This position partners closely with the Technical Support Manager to keep service delivery smooth, resolve complex issues quickly, and improve the overall customer experience. The role combines hands-on troubleshooting, team guidance, workflow support, and process enhancement.

Work Arrangement

This is a remote role. Work is expected to be performed mainly from a home office five days per week. Employees may need to use their own phone and internet service for telecommuting, with reimbursement provided according to the company’s telecommuting policy. Occasional travel to other company offices or off-site locations may also be required.

Remote employment is available only to candidates who live in California, Colorado, Florida, Missouri, Nevada, Oregon, Indiana, or Illinois.

Compensation and Schedule

The pay range for this role is $27 to $30 per hour. The schedule is five days per week, eight hours per day.

About the Company

Race Communications is a fiber internet provider that has served California communities since 1994. The organization emphasizes personal relationships, collaboration, integrity, and a supportive team environment. It describes its culture as family-like, with a focus on meaningful work and shared success.

Responsibilities

• Support and guide technical support representatives through coaching, mentoring, and day-to-day direction.
• Help reinforce team standards, performance expectations, and departmental objectives.
• Provide real-time assistance on difficult technical cases and performance-related challenges.
• Contribute to a collaborative, positive, and solution-focused team culture.
• Assist in creating and delivering training that improves troubleshooting ability, product understanding, and system knowledge.
• Help onboard new hires and support ongoing coaching efforts.
• Encourage knowledge sharing and continuous learning across the team.
• Stay up to date on products, services, systems, and support best practices.
• Serve as a secondary escalation contact for complex technical problems, outages, and system issues.
• Help resolve escalated tickets with accuracy, speed, and professionalism.
• Monitor support interactions to maintain quality and consistency.
• Support service reliability and customer retention by addressing recurring issues and reducing disruptions.
• Oversee daily support activity such as queue monitoring and workflow coordination.
• Help balance workloads and coverage so service levels and response targets are met.
• Assist with troubleshooting, service restoration, and issue-resolution workflows.
• Step in to manage tickets during high-volume or critical periods.
• Look for ways to improve support processes and increase operational efficiency.
• Support the rollout of new tools, systems, and support initiatives.
• Help remove workflow bottlenecks that slow resolution and cause repeat issues.
• Work with Engineering, Network Operations, Field Services, and other internal teams to resolve issues and improve service delivery.
• Share recurring issue trends and support long-term fixes.
• Contribute to cross-functional efforts that improve system performance and the customer experience.
• Track and review KPIs such as response time, resolution time, and service reliability.
• Help identify performance trends that affect support efficiency and customer satisfaction.
• Assist leadership with reporting on operational results and improvement efforts.
• Ensure support work follows company policies, procedures, and technical standards.
• Maintain accurate records of troubleshooting steps, resolutions, and system updates.
• Help update knowledge base content and internal documentation.
• Handle escalated and complex issues with timely and professional follow-through.
• Act as a contact point for major service issues and coordinate communication across teams.
• Identify repeat technical issues and at-risk accounts, and support actions that improve retention.
• Partner with customers and internal teams to proactively resolve technical concerns and strengthen long-term relationships.
• Perform 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 in a related field, or equivalent education, is preferred.
• 3 to 5 years of technical support experience in telecommunications is preferred.
• Previous leadership or supervisory experience in a support setting is preferred.
• Strong knowledge of customer service processes, technical troubleshooting, 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 operational needs require it.
• Strong English communication skills, including speaking, reading, writing, and comprehension.
• Spanish language skills are a plus.
• Comfort with MS Office tools such as Teams, Word, Excel, and PowerPoint, as well as teleconferencing tools.
• Ability to use common office equipment, computers, and office software effectively.

Supervisory Responsibilities

• Ensure the team follows company policies and handbook guidelines.
• Lead training and mentoring for new team members and help shape long-term training plans.
• Oversee support activities across the department in line with company policies, legal requirements, and organizational values.
• Set performance expectations, motivate team members, and provide ongoing feedback.
• Ensure accurate and timely timecard submission and help resolve payroll-related issues.
• Identify training needs and support professional development aligned with company goals.
• Handle team conflicts in a constructive and collaborative way.
• Ensure the team has the tools, resources, and support needed to succeed.
• Maintain compliance with company policies, procedures, and regulatory expectations.
• Report performance, project updates, and challenges to upper management, and recommend improvements when needed.
• Directly supervise employees, including interviewing, hiring, training, assigning work, evaluating performance, recognizing achievements, and addressing disciplinary or complaint-related matters.

Benefits

• 100% employer-paid medical and dental coverage, starting on the first day of the month after your start date.
• Free fiber internet service for employees within the service area.
• PTO, including vacation and sick time.
• 11 paid holidays.
• Paid birthday leave.
• 401(k) matching at 4%.
• Competitive base salary.
• Growth opportunities and new challenges within the team.
• A close-knit, respectful workplace culture focused on integrity and shared purpose.

Additional Information

Employees may need to use personal phone and internet services for remote work, with reimbursement handled according to the company’s telecommuting policy. Occasional travel to other company offices or off-site locations may be required.