Technical Support Specialist

The Technical Support Specialist role is critical to the success of the Palmetto Platform and LightReach financial product, managing all customer and operational logistics around one of the most impactful customer moments on their clean energy journey - ongoing services and support needs throughout the 25+ year lifespan of the solar system. This role is responsible for monitoring the system’s performance, remote troubleshooting, and assisting customers with issues. They are also responsible for investigating elevated tickets by confirming the validity of the problem and seeking known solutions. Continuously oversee the performance of the residential solar asset portfolio, ensuring optimal functionality and identifying underperforming systems. Timely detect and analyze issues impacting solar system performance, utilizing data and monitoring tools to diagnose problems. The candidate will Provide remote troubleshooting support to resolve system issues, including guiding homeowners through reset procedures when necessary. They will also contact homeowners to inform them of issues, guide them through troubleshooting steps, and ensure they understand the status and next steps for resolving any problems. When remote troubleshooting is insufficient, escalate complex or unresolved issues to the Field Service Team, coordinating service visits and ensuring a seamless handoff.