Technical Service Representative

Jetson Home•North Vancouver, BC

17h•Onsite

About The Position

Jetson is redefining home electrification through technology, data, and customer experience. As we scale, exceptional remote technical support is critical to delivering a seamless, high-trust experience for homeowners. We’re looking for a Technical Service Representative to be the primary technical point of contact for customers after installation. This role sits at the intersection of customer care, technical troubleshooting, and modern service operations. You’ll help customers understand, optimize, and troubleshoot their heat pump systems – often without needing a truck roll – using data, diagnostics, and smart tools. This role is ideal for someone who enjoys solving technical problems, communicating clearly with customers, and using technology to deliver fast, scalable support. You’ll play a key role in helping Jetson resolve issues efficiently, reduce service friction, and continuously improve how we support homeowners at scale.

Requirements

2–4 years of experience in remote technical support, HVAC support, or a related customer-facing technical role
Excellent communication skills with the ability to explain complex technical concepts simply
Customer-first mindset with strong empathy and problem ownership
Comfort working in HubSpot or similar modern support tools (help desks, CRMs, ticketing systems)
Strong troubleshooting and diagnostic skills without relying on in-person inspection
Ability to manage multiple cases and prioritize effectively in a fast-paced environment
Ability to work a Wednesday - Saturday schedule

Nice To Haves

Solid understanding of HVAC, heat pumps, or residential mechanical/electrical systems (preferred)
Experience supporting smart home systems (preferred)
Familiarity with AI-assisted support tools or automation workflows (preferred)
Startup or high-growth company experience (preferred)

Responsibilities

Act as a warm, knowledgeable, and empathetic point of contact for homeowners experiencing issues
Build trust by explaining what’s happening, what to expect, and how issues will be resolved
Own customer issues end-to-end, ensuring timely follow-up and resolution
Advocate for the customer internally while balancing operational efficiency
Provide remote-first technical support for installed heat pump systems via phone, email, and ticketing tools
Diagnose system issues using customer input, system data, photos, and remote diagnostics
Guide customers through troubleshooting steps, system settings, and best practices in clear, non-technical language
Determine when an issue can be resolved remotely vs. when escalation to field service is required
Create, track, and manage service tickets through Jetson’s help desk and CRM systems
Coordinate with project coordinators, field technicians, and internal teams when in-person service is required
Ensure service SLAs and quality standards are consistently met
Use Jetson’s modern service tools, dashboards, and internal systems to resolve issues efficiently
Identify recurring issues and trends, and share insights with Customer Success, Field Service, and Operations teams
Contribute to internal knowledge bases, troubleshooting guides, and customer-facing documentation
Help test, adopt, and improve new tools, automations, and AI-driven service workflows
Maintain accurate, thorough documentation for every customer interaction