Jobs and Careers

Team Lead, Support Technician

United Statesfull_timeVerifiedPosted 22 Jul 2026

About the role

Company Description

Palmetto is a leading clean tech company on a mission to accelerate the transition to a clean energy future. With a belief that consumers can have it all, we are an uncompromising energy company that makes coming clean a no brainer. Our award-winning technology platform empowers homeowners, businesses, and entrepreneurs to adopt renewable energy through simple, scalable, and innovative solutions. Operating at the intersection of B2B and D2C, we offer software, financial products, and services that drive real environmental impact—without compromising value. We deliver end-to-end solutions for whole home electrification that put clean energy within reach for all.

Our employees are our most valuable resource. We foster a promote-from-within culture that prioritizes talent development, career growth, and purpose-driven work. Palmetto offers a comprehensive benefits package—including unlimited PTO, medical, dental, and vision coverage, paid parental leave, retirement plans, and more—so you can have it all both personally and professionally. Palmetto prioritizes people, planet, and profit—backed by a culture that values collaboration, impact, and balance. Join us in building a brighter, cleaner world.

Location

This position will be based in Charlotte, NC.

Reporting

This position will report to the Manager, Core Systems.

Summary of Role

The Team Lead, Support Technician is responsible for overseeing day-to-day IT support operations while actively mentoring and managing a team of Support Technicians. This role combines hands-on technical expertise with leadership, stakeholder engagement, and continuous improvement.

In addition, this role will act as a champion for AI-driven and agentic support, identifying and implementing opportunities to scale IT support through automation, intelligent workflows, and AI-powered agents. You will play a key role in evolving the support model to efficiently serve a growing user base (~700 employees and contractors) while maintaining a high-quality end-user experience.

Strategic & Tactical

Team Leadership & Operations:

Lead, mentor, and support a team of Support Technicians, providing guidance, training, and performance feedback
Oversee daily ticket queue operations, ensuring SLA adherence and high-quality service delivery
Assign, prioritize, and escalate tickets as needed while maintaining visibility across team workload
Establish and enforce support standards, workflows, and best practices
Act as the primary escalation point for complex technical and operational issues

Technical Support & Systems Administration:

Provide advanced (Level 2/3) support for Palmetto Core Systems, including but not limited to:
Google Workspace, OneLogin, Office 365, Slack, Atlassian (Jira/Confluence), Tray.io, Intercom, Bitdefender, Rippling, Figma, Zoom, and 1Password
Oversee account lifecycle management (provisioning, access control, onboarding/offboarding)
Troubleshoot hardware and software issues across Windows and Mac environments
Manage device deployment, inventory, and lifecycle processes for in-office and remote employees

AI & Agentic Support Enablement:

Champion the adoption of AI-powered and agentic support solutions to scale IT operations and improve response times
Identify, design, and implement opportunities for automation across support workflows (ticket triage, access requests, onboarding, knowledge retrieval)
Partner with internal teams to deploy AI agents and self-service capabilities within tools like Slack, Jira Service Management, and knowledge bases
Continuously evaluate emerging AI tools and recommend solutions that enhance support efficiency and user experience
Drive reduction in manual ticket volume through intelligent automation and proactive support strategies
Establish metrics to measure the effectiveness of AI/agentic support (deflection rate, resolution time, user satisfaction)

Stakeholder Engagement & Cross-Functional Support:

Serve as the primary IT point of contact for stakeholders across departments
Be the primary point of contact and escalation for the Charlotte office for all things IT related
Manage vendor relationships for in office services, such as Spectrum
Partner with HR, People Ops, and Facilities on onboarding, offboarding, office support, and equipment lifecycle initiatives
Collaborate with business teams to understand system, tooling, and workflow challenges and drive scalable solutions
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