Assistant Technical Support Manager

Location: Remote

Location Status: Work will be primarily performed remotely from home office 5 days per week. Employee may be required to utilize personal phone and internet services to perform telecommuting with reimbursement according to Race's telecommuting policy. Occasional travel to and work from other Race offices or off-site locations may be required.

Race Communications is only accepting remote candidates who reside in the following states: California,

Colorado, Florida, Missouri, Nevada, Oregon, Indiana and Illinois. If you do not reside in one of these

states, you are not eligible for remote employment.

100% Company-Paid Medical and Dental Benefits

Free Fiber Internet Service

Comp: $27 to $30 per hour

5 Days/8 Hours

Who We Are:

We're more than a fiber internet provider, we're your neighbors, committed to connecting California communities since 1994. At Race, relationships matter as much as speed. We combine cutting-edge technology with a genuine, people-first approach that makes every interaction feel personal. Our team operates like family: collaborative, supportive, and dedicated to making a real difference. When you join Race, you're not just accepting a job, you're becoming part of a team that values integrity, celebrates wins together and believes that meaningful work happens when great people connect with great purpose.

Position Impact:

The Assistant Technical Support Manager is a driven technical professional who supports the management and daily operations of the technical support team. This role works closely with the Technical Support Manager to ensure efficient service delivery, strong team performance, and timely resolution of complex technical issues. Serving as a key escalation resource, the Assistant Technical Support Manager provides hands-on guidance to support staff, helps optimize workflows, and contributes to process improvements. By combining technical expertise, leadership support, and operational oversight, this role plays a critical part in maintaining service reliability, improving

resolution times, and delivering a high-quality customer support experience.

Requirements

Qualifications and Experience:

• Eligibility for US Employment without sponsorship

• Minimum of 18 years of age

• High School Diploma or GED required

• Bachelor’s degree (B.A./B.S.) or equivalent education in a related field is preferred

• Minimum of 3–5 years of experience in technical support within the telecommunications industry preferred

• Demonstrated leadership or supervisory experience in a support environment preferred

• Strong understanding of customer service processes, technical troubleshooting, and industry best practices

• Proficiency in customer relationship management (CRM) software

• Ability to manage competing priorities and support a fast-paced technical environment

• Ability to work nights, weekends, holidays, and overtime as needed to ensure operational continuity and address critical business needs

• Ability to effectively communicate in English, including speaking, reading, writing, and comprehension, as necessary for effective job performance and workplace communication

• Proficiency in Spanish Language desirable

Skills:

• Proficient use of MS Office applications including Teams, Word, Excel, and PowerPoint; teleconferencing applications

• Functional use of common office equipment, computers, and office software

Essential Duties and Responsibilities:

Team Leadership & Support

• Assist in leading and supporting a team of technical support representatives through coaching, mentorship, and daily guidance

• Reinforce performance expectations, technical standards, and departmental goals set by management

• Provide real-time support and feedback to team members, helping address performance challenges and complex technical scenarios

• Promote a positive, collaborative, and solution-oriented team environment

Training & Development

• Support the development and delivery of training programs to enhance technical troubleshooting skills, product knowledge, and system proficiency

• Assist with onboarding new hires and ongoing technical coaching initiatives

• Encourage knowledge sharing and continuous learning within the team

• Stay current on products, services, systems, and technical support best practices

Technical Support & Escalation Management

• Act as a secondary escalation point for complex technical issues, service disruptions, and system-related concerns

• Assist in resolving escalated tickets, ensuring timely, accurate, and effective outcomes

• Monitor technical support interactions to ensure quality, consistency, and adherence to standards

• Support service reliability and customer retention by addressing recurring technical issues and minimizing disruptions

Technical Support Operations

• Support daily technical support operations, including ticket queue monitoring and workflow coordination

• Help ensure proper workload distribution and coverage to meet service level targets and response times

• Assist in managing workflows related to troubleshooting, service restoration, and issue resolution

• Step in as needed to handle technical tickets during high-volume or critical periods

Process Improvement & Implementation

• Identify opportunities to improve technical support processes and operational efficiency

• Support the implementation of new tools, systems, and technical support initiatives

• Assist in addressing workflow bottlenecks to improve resolution times and reduce repeat issues

Cross-Department Collaboration

• Work with Engineering, Network Operations, Field Services, and other internal teams to support issue resolution and service delivery

• Assist in communicating recurring technical issues and contributing to long-term solutions

• Support cross-functional initiatives that improve system performance and overall customer experience

Performance Monitoring & Reporting

• Assist in tracking and analyzing key performance indicators (KPIs) such as response times, resolution times, and service reliability

• Help monitor team performance and identify trends impacting technical support efficiency and customer experience

• Support reporting efforts for leadership on operational performance and improvement initiatives

Compliance & Documentation

• Ensure adherence to company policies, procedures, and technical support standards

• Support accurate documentation of troubleshooting processes, issue resolution, and system updates

• Help maintain and update technical knowledge base content and internal documentation

Issue Resolution and Technical Relationship Management

• Assist in managing escalated and complex technical issues, ensuring timely, accurate, and professional resolution

• Serve as a support point of contact for high-impact service issues, helping coordinate communication and follow-through across teams

• Identify recurring technical issues and at-risk accounts, supporting initiatives that improve service reliability and customer retention

• Partner with customers and cross-functional teams to proactively resolve technical concerns, reinforce service performance, and strengthen long-term relationships

Supervisory Responsibilities:

• Policy Adherence and Team Guidelines: Ensures that the team adheres to established policies and procedures outlined in the Race Communications Employee Handbook, promoting a culture of compliance and accountability in line with organizational standards.

• Strategic Training and Development: Leads the training and mentoring of new team members, ensuring they gain the essential skills and knowledge to perform their roles effectively and safely. Works proactively to develop a long-term training strategy for the team's growth and performance improvement.

• Cross-Functional Support and Compliance: Oversees employee support across various practices within the department, ensuring that issues are addressed in alignment with company policies, applicable laws, and organizational values. Manages conflicts and fosters collaboration across functions.

• Leadership in Goal Setting and Performance Management: Guides the team to achieve long-term goals by setting performance standards, motivating the team, and providing regular, actionable feedback to help team members achieve personal and organizational objectives.

• Payroll Compliance and Issue Resolution: Ensures that timecard submission is accurate, timely, and in compliance with payroll deadlines, while addressing any discrepancies or issues. Provides direction on resolving payroll matters and ensures the team is properly supported in this process.

• Training Needs Analysis and Professional Development: Identifies broader team training needs, working to implement programs that drive professional growth and elevate team skills, while ensuring development is in alignment with company objectives and future growth.

• Conflict Resolution and Team Dynamics: Manages interpersonal issues within the team by facilitating solutions-oriented approaches, resolving conflicts effectively, and maintaining a positive, high-performing work environment that supports collaboration and mutual respect.

• Resource Allocation and Goal Alignment: Ensures the team has the necessary tools, resources, and support to succeed. Manages resources effectively, tracking progress toward aligned objectives that support both individual team success and overarching company goals.

• Regulatory Compliance and Communication: Ensures the team complies with company policies, procedures, and regulatory requirements. Promotes open and transparent communication to maintain alignment and accountability across the team and department.

• Reporting and Strategic Adjustments: Reports team performance, project updates, and challenges to upper management, using data to recommend improvements or adjustments as necessary to meet organizational targets and improve overall team performance.

• Comprehensive Supervision and People Management: Takes a leadership role in the direct supervision of team members, including interviewing, hiring, and training employees. Plans, assigns, and directs work, ensuring performance evaluations, rewarding achievements, and disciplining where needed. Addresses complaints, resolves problems, and supports overall team dynamics.

Additional duties as required.

Benefits

Why Join Our Team:

• Join a tight-knit crew—no faceless corporation vibes here
• Growth potential: promotions and new challenges are part of our DNA
• Competitive base salary
• Comprehensive Benefits Package: 100% company-paid medical and dental insurance (starting the 1st of the month following your start date), PTO (vacation, sick), 11 paid holidays, paid birthdays, 401k matching (4%)
• Free fiber internet service for all employees living in our service area
• A culture built on integrity, mutual respect, and a shared purpose

Call to Action:

Let's chat. If you're ready to move forward, click "Apply" below, our team can't wait to meet you.