Posted today
At Near, we help top talent in Latin America find remote roles with US companies. Our mission is to create better lives by fostering a remote work culture that transcends borders.
Our client is a growing U.S.-based solar energy company focused on providing high-quality solar solutions and services. The company operates in a fast-paced environment where strong technical support, field coordination, problem-solving, and customer communication are critical to delivering reliable service.
We're looking for a Technical Support Manager to lead the Technical Support function and ensure complex technical issues are identified, escalated, and resolved efficiently.
This role combines technical support leadership, hands-on troubleshooting, systems knowledge, and field support. You'll manage and develop Technical Support representatives while also serving as the primary escalation point for complex technical issues.
The ideal candidate is a strong technical problem-solver and people leader who can understand complex systems, coordinate across multiple teams, and translate technical issues into clear solutions for both technical and nontechnical stakeholders.
Experience in technical support, systems administration, software support, solutions architecture, telecom, electrical, construction, solar, or another technical service environment is highly relevant.
Lead and oversee the Technical Support department and Technical Support representatives.
Train, coach, and develop team members on troubleshooting, customer communication, system knowledge, and escalation procedures.
Monitor and delegate technical support requests received through phone, email, chat, Salesforce, and other communication channels.
Serve as the primary escalation point for complex technical issues and provide hands-on support when needed.
Diagnose complex technical problems and coordinate resolution across multiple systems, teams, and vendors.
Develop and maintain troubleshooting procedures, technical documentation, knowledge-base resources, and escalation processes.
Identify recurring technical issues, determine root causes, and coordinate long-term solutions with software, systems, operations, and external vendor teams.
Maintain a strong understanding of the company's technology ecosystem, including system integrations, workflows, APIs, and dependencies.
Monitor Technical Support performance, including response times, resolution times, escalation rates, open issues, and team performance.
Communicate complex technical issues clearly to both technical and nontechnical stakeholders.
Collaborate with department leaders and Project Managers to resolve technical issues that may affect project timelines, customer communication, or operational performance.
Support field teams with technical issues related to service calls, inspections, electrical work, and troubleshooting.
Provide live technical guidance to installers and electricians when necessary to help ensure service work is completed successfully.
Track recurring field and service issues, identify trends, and provide feedback to field leadership.
Train and support field employees on technical knowledge and best practices that improve service-call execution and job-site performance.
Help reduce unnecessary escalations and administrative workload for Install Operations Project Managers by taking ownership of appropriate technical and customer-facing issues.
Establish clear accountability for technical support and customer-facing tasks, including ensuring service calls are properly documented, resolved, and closed out.
Support a seamless customer experience by ensuring technical issues are identified, communicated, escalated, and resolved appropriately.
Develop a strong understanding of the technical aspects of a solar project and support troubleshooting throughout the project lifecycle.
3+ years of experience in Technical Support, Technical Operations, Systems Administration, Software Support, Solutions Architecture, Field Service, or a similar technical environment.
Previous experience leading or managing a technical support or technical operations team is preferred.
Strong technical background with the ability to independently diagnose and troubleshoot complex issues.
Strong understanding of software systems, integrations, APIs, data flows, and troubleshooting methodologies.
Demonstrated ability to learn and understand complex technical systems, electrical concepts, and solar design principles.
Strong critical-thinking, problem-solving, and decision-making skills.
Proven ability to take ownership of escalated issues and drive them through resolution.
Excellent written and verbal English communication skills.
Ability to communicate technical concepts clearly to nontechnical employees and customers.
Strong organizational, analytical, and prioritization skills.
Comfortable coordinating multiple teams, priorities, and technical issues simultaneously.
Experience working with or supporting a U.S.-based company strongly preferred.
Experience managing a Technical Support, Help Desk, Service Desk, or Technical Operations team.
Experience with systems administration, software support, solutions architecture, or IT operations.
Experience troubleshooting integrations, APIs, workflows, or other interconnected business systems.
Experience with Salesforce or other CRM systems.
Experience with telephony, customer communication platforms, workflow automation, or integrated business systems.
Experience supporting field technicians, installers, engineers, or service teams.
Experience in solar, electrical, telecom, construction, field service, or another technical service-based industry.
Engineering, electrical, construction, telecom, or similar technical education or experience is a plus.
Competitive compensation.
100% remote work as an independent contractor.
Opportunity to lead and develop a Technical Support function within a growing U.S.-based solar company.
Opportunity to combine technical leadership, systems troubleshooting, and field support in a high-impact role.
Direct impact on technical operations, customer experience, and field service performance.
Opportunity to work cross-functionally with technical, operations, project management, and field teams.
Collaborative and fast-growing U.S. company environment.
Working Hours: Monday–Friday, based on U.S. business and field operations needs. Flexibility may be required to support technical escalations and field service issues.