Assistant Technical Support Manager

Location: Remote

Location Status: Work will be primarily performed remotely from home office 5 days per week. Employee may be required to utilize personal phone and internet services to perform telecommuting with reimbursement according to Race's telecommuting policy. 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

Comp: $27 to $30 per hour

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 Assistant Technical Support 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 Assistant Technical Support Manager provides hands-on guidance to support staff, helps optimize workflows, and contributes to process improvements. By combining technical expertise, leadership support, and operational oversight, this role plays a critical part in maintaining service reliability, improving

resolution times, 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

• Proficiency in Spanish Language desirable

Skills:

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

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

Essential Duties and Responsibilities:

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

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 tim