Assistant Technical Support Manager - Remote

Location: Remote

Location Status: Work will be primarily performed remotely from home office 5 days per week. 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

Compensation: $72,000 per year

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 Technical Support Assistant 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 Technical Support Assistant Manager provides hands-on guidance to support staff, helps optimize workflows, and contributes to process improvements. This role also works collaboratively with internal and external partners and stakeholders to support service reliability, network performance, and the overall customer experience. By combining technical expertise, leadership support, and operational oversight, this role plays a critical part in maintaining service reliability, improving resolution times, supporting quality and performance initiatives, 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

• Bilingual communication skills are considered a plus, particularly when serving diverse communities

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

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

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

• Develop and coach associates on advanced technical support troubleshooting skills, complex issue resolution, product knowledge, and technical problem-solving techniques

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

• Manage and support technical operations within an omni-channel support environment, including, but not limited to, Phone, Chat, Email, and SMS interactions

• Monitor support activity across channels to help maintain consistent service levels, response times, quality standards, and customer experience

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

• Partner with Technology and Development teams to identify, design, and implement solutions that improve the customer experience, technical support capabilities, and network performance.

• Support the implementation and continuous improvement of advanced quality control programs, performance standards, and operational processes

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

• Build and maintain effective working relationships with internal and external partners and stakeholders

• Collaborate with internal and external partners to coordinate resolution of technical issues, communicate service impacts, and identify opportunities to improve network performance and customer experience

Performance Monitoring & Reporting

• Assist in developing, 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

• Assist in implementing and monitoring advanced quality control and performance programs designed to improve technical support quality, consistency, productivity, and customer outcomes

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

• Establish and maintain strong technical relationships with internal and external support partners to facilitate timely issue resolution, effective communication, and continuous improvement of service performance

Additional duties as required.

• Leads by example and follows guidelines and policies outlined in the Race Communications Employee Handbook

• Provides direct supervision and support to employees regarding team-related issues across various practices within the department, ensuring compliance with organizational policies and relevant laws and regulations

• Lead and motivate team members to achieve goals, set performance standards, and provide constructive feedback through regular evaluations

• Oversee the accurate and timely submission of timecards, ensuring compliance with payroll deadlines, while addressing discrepancies or issues

• Identify training needs and facilitate professional development to enhance team skills and performance

• Address conflicts and resolve interpersonal issues within the team, fostering a positive work environment

• Manage resources effectively, ensure the team has the necessary tools to succeed, and track progress towards clear, aligned objectives

• Ensure compliance with company policies, procedures, and regulatory requirements, while keeping communication open and transparent with team members

• Report team performance and project updates to upper management, making adjustments as needed to meet targets

• Supervisory responsibilities may include direct supervision of subordinates, along with participating in the hiring process but does not have final authority on hiring or termination decisions, training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; and addressing complaints and resolving problems.

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.