Responsible for monitoring system performance and resolving service issues through remote troubleshooting across Palmetto's residential solar portfolio.
Acts as first line of defense in identifying and addressing system underperformance using monitoring tools, diagnostics, and customer interaction.
Determines when escalation to a site visit is necessary, optimizing service timelines and customer experience.

Strategic & Tactical:

Monitor system performance, proactively identifying underperforming systems through alerting and diagnostic tools.
Execute remote troubleshooting steps including inverter resets and communication troubleshooting.
Communicate empathetically with homeowners to guide troubleshooting and set expectations.

Qualifications:

BS/BA preferred with 2+ years technical support experience in high-volume environment.
Experience in residential solar or electrical systems is required.
Strong problem-solving skills with ability to manage multiple cases while maintaining SLA performance.

Success Defined:

Achieve target remote resolution rate and fast median time to resolution, minimizing site visits.
Consistently identify root causes with clear escalations that minimize rework.
Maintain strong SLA performance through effective queue management.

Palmetto

Palmetto is a leading clean tech company accelerating the transition to clean energy through software, financial products, and services for whole home electrification. They foster a promote-from-within culture with a comprehensive benefits package including unlimited PTO, medical, dental, vision, paid parental leave, and retirement plans.

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