Tech Support Specialist ll

Location: Remote - Philippines

Company

hirify.global is a clean technology company providing software, financial products, and services for residential whole-home electrification and renewable energy adoption.

What you will do

• Monitor residential solar system performance and identify underperforming or non-producing systems using alerting and diagnostic tools.
• Triage service cases, validate issues, investigate failure modes, and execute remote troubleshooting such as inverter resets and communication diagnostics.
• Guide homeowners through troubleshooting steps, explain technical issues clearly, and set expectations for resolution.
• Document troubleshooting steps, findings, and outcomes in Salesforce.
• Escalate unresolved or complex cases with validated scope and recommended next steps, while coordinating with Service Project Coordinators.
• Manage service queues against SLA timelines and contribute to trend analysis, root cause analysis, and workflow improvements.

Requirements

• 2+ years of experience in technical support, customer support, or operations in a high-volume environment.
• Required experience in residential solar, electrical systems, or field service environments.
• Strong troubleshooting, problem-solving, structured thinking, and root cause analysis skills.
• Ability to learn and use monitoring platforms, CRM systems, and technical tools; Salesforce experience is preferred.
• Strong communication skills for explaining technical concepts to non-technical customers.
• Ability to manage multiple cases simultaneously, maintain detailed documentation, and meet SLA targets.

Nice to have

• BS/BA degree.
• Spanish proficiency.

Culture & Benefits

• Remote work from the Philippines.
• Unlimited PTO.
• Medical, dental, and vision coverage.
• Paid parental leave and retirement plans.
• Promote-from-within culture with career development opportunities.
• Collaborative, purpose-driven environment focused on clean energy and work-life balance.