Technical Service Representative

Jetson Home; North Vancouver; On-site; CAD 65,000 - 72,000; Full time

Benefits offered by this job

Dental Care

Vision Care & Life Insurance premiums

Extended Health Care

Disability Insurance

Education Support

Parental Leave Top Up

Job summary

Jetson Home is seeking a Technical Service Representative to be the primary technical contact for customers after installation. You will troubleshoot, explain, and resolve heat pump issues remotely, often without on-site visits, while maintaining strong customer relationships.

Join a fast-growing, tech-driven team that emphasizes data, automation, and customer experience. This role requires clear communication, problem ownership, and the ability to manage multiple cases with empathy.

Qualifications

• 2–4 years in remote technical support or HVAC support.
• 2+ years in customer-facing technical roles is a plus.
• Excellent communication and ability to explain technical concepts clearly.
• Customer-first mindset with empathy and ownership.
• Comfort using HubSpot or similar support tools.
• Strong troubleshooting without in-person inspections.
• Ability to manage multiple cases in a fast-paced environment.
• Willing to work Sunday-Thursday or Tuesday-Saturday.
• HVAC or heat pump knowledge preferred.
• Experience with smart home systems preferred.
• Familiarity with AI-assisted support tools or automation preferred.
• Startup or high-growth experience preferred.

Responsibilities

• Act as a warm, knowledgeable point of contact for homeowners.
• Build trust by explaining issues, timelines, and resolutions.
• Own customer issues end-to-end with timely follow-up.
• Provide remote-first technical support via phone, email, and ticketing.
• Diagnose issues using customer input, data, and remote diagnostics.
• Guide customers through troubleshooting steps in clear language.
• Determine remote vs. in-person escalation requirements.
• Create, track, and manage service tickets in Jetson's systems.
• Coordinate with project coordinators, field techs, and internal teams as needed.
• Ensure SLAs and quality standards are met.
• Use Jetson tools to resolve issues efficiently.
• Identify recurring issues and share insights with teams.
• Contribute to knowledge bases and troubleshooting guides.
• Test and adopt new tools and AI-driven workflows.
• Maintain thorough documentation of interactions.

Skills

Remote technical support

HVAC knowledge

Troubleshooting

Communication skills

HubSpot experience

Multi-case management

AI tools awareness

Tools

HubSpot

CRM systems

Ticketing tools

Job description

About Jetson

Jetson is on a mission to accelerate the transition of 100 million homes across North America away from fossil fuels toward sustainable energy use. We believe in a future that is 100% electric and 100% better.

Homes are one of the largest sources of carbon emissions, yet adoption of solutions like heat pumps remains slow due to cost and complexity. Jetson is solving this by building the first fully vertically integrated home electrification company - making clean energy simple, transparent, and affordable.

We rely heavily on technology, automation, and data to scale this impact. At Jetson, we value people who are excellent at their craft, curious about new tools (including AI), and motivated to continuously improve how work gets done.

The Opportunity

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.

What You Will Do

• 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

What you Bring:

• 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 Sunday - Thursday schedule or a Tuesday - Saturday schedule
• 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)

Job Type: Full-time, permanent

Pay: $65,000 - $72,000 per annum

Benefits:

• Dental Care, Vision Care & Life Insurance premiums fully paid by Jetson
• Extended Health Care
• Disability Insurance
• Education Support
• Parental Leave Top Up

Schedule: Sunday to Thursday or Tuesday to Saturday schedule with a start time of 7:00am

Location : In person - North Vancouver, BC

U.S. Roles Jetson is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, sexual orientation, or gender identity. If you require accommodation during the recruitment process, please contact us.

Canada Roles Jetson is an equal opportunity employer committed to inclusive hiring. We do not discriminate on any ground protected under applicable human rights legislation. If you require accommodation at any stage of the recruitment process, please contact us.