Technical Service Representative

Jetson
North Vancouver
Workplace: OnsiteFull timeUSD 65,000 - 72,000 annuallyFunction: Solutions Engineering & Sales EngineeringExperience: 2-4 yearsSkills: ["Communication","Empathy","Problem ownership","Troubleshooting","Documentation"]

Serve as the primary technical point of contact for homeowners after installation, delivering remote-first troubleshooting for heat pump systems via phone, email, and ticketing tools. Diagnose issues using customer input, system data, photos, and remote diagnostics; resolve cases end-to-end or coordinate escalation to field service when needed. Maintain service SLAs, document interactions, and share recurring trends to help improve knowledge bases, tooling, and service workflows at scale.

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Jetson
Jetson
17 hours ago

Technical Service Representative

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Last checked: 2 hours agoStatus: Live

Job Summary

Serve as the primary technical point of contact for homeowners after installation, delivering remote-first troubleshooting for heat pump systems via phone, email, and ticketing tools. Diagnose issues using customer input, system data, photos, and remote diagnostics; resolve cases end-to-end or coordinate escalation to field service when needed. Maintain service SLAs, document interactions, and share recurring trends to help improve knowledge bases, tooling, and service workflows at scale.
Location: North Vancouver
Workplace: Onsite
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Mid level

Key Responsibilities

  • •Act as a warm, knowledgeable technical point of contact for homeowners experiencing issues.
  • •Build trust by explaining what’s happening, what to expect, and how issues will be resolved.
  • •Provide remote-first technical support via phone, email, and ticketing tools for installed heat pump systems.
  • •Diagnose system issues using customer input, system data, photos, and remote diagnostics; guide troubleshooting steps in non-technical language.
  • •Own issues end-to-end by managing service tickets, meeting SLAs/quality standards, and escalating to field service when needed.

Pay and Benefits

Salary: USD 65,000 - 72,000 annually
Perks:DentalVisionLife InsuranceHealth InsuranceDisability InsuranceEducation SupportParental Leave

Key Requirements

  • •2–4 years of experience in remote technical support, HVAC support, or a related customer-facing technical role.
  • •Excellent communication skills to explain complex technical concepts simply to homeowners.
  • •Customer-first mindset with strong empathy and ownership of problems end-to-end.
  • •Comfort using HubSpot or similar help desk/CRM/ticketing tools, handling multiple cases and prioritizing effectively.
  • •Strong troubleshooting and diagnostic skills for technical systems without relying on in-person inspection; HVAC/heat pump knowledge is preferred.
Experience:2-4 yearsHVACRemote technical support
Skills:CommunicationEmpathyProblem ownershipTroubleshootingDocumentation
Languages:English
Tech Stack:HubSpotHelp deskCRMTicketing toolsDashboardsService tools

Company Brief

Jetson
Designs and sells smart sleep and home comfort products, including adjustable mattresses, smart bases, pillows, and connected bedding accessories aimed at improving sleep quality through ergonomic design and technology-enhanced features.
Industry: Consumer Goods
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