Product & Connectivity Support Tech- Phoenix, AZ

Pentair; Phoenix (AZ); Remote; Full time

Job summary

A leading company in water solutions is seeking a Product Connectivity Support Tech in Phoenix, AZ. This role involves providing advanced technical support for automated pool products, troubleshooting connectivity issues, and collaborating with various teams to enhance customer satisfaction. The ideal candidate will have a strong background in technical support and networking, ensuring effective resolutions for complex issues. Join a dedicated team committed to improving lives through innovative solutions.

Benefits

Paid Holidays

Paid Vacation

Medical, Dental, and Vision Insurance

401(k) with Up to 5% Match

Tuition Reimbursement

Qualifications

• 3-5 years of experience in technical support or IT help desk roles.
• Hands-on experience with network troubleshooting.

Responsibilities

• Provide advanced technical support for automated and connected pool products.
• Collaborate with internal departments to ensure seamless service.

Skills

Problem Solving

Analytical Skills

Networking Fundamentals

Education

Associate or Bachelor’s Degree in Information Technology

Relevant Technical Certifications

Tools

CRM

Ticketing Systems

Job description

Job Description:

Product & Connectivity Support Tech- Phoenix, AZ

At Pentair, you will work alongside passionate problem-solvers who are committed to the future of our planet. We put our purpose into practice, inspiring people to move, improve and enjoy life’s essential resources for happier, healthier lives. From our residential and business water solutions to our sustainable innovations and applications, our 9,750 global employees serve customers in more than 150 countries, working to help improve lives and the environment around the world.

We have an opportunity for a Product Connectivity Support Tech to join our Phoenix, AZ team. You will be responsible for providing advanced technical support for automated and connected pool products, including troubleshooting WIFI/Bluetooth connectivity, mobile app integrations, firmware updates, and system automation issues. This role handles escalations from L1 support, working closely with engineering and field service teams to ensure quick, effective resolutions.

You will:

• Ensure that you deliver exceptional support in escalated L2 support for automated and connected pool systems, including:
  • Troubleshooting of hardware vs. software issues, network/wifi connectivity, Bluetooth provisioning, and automation vs. other pool pad products that connect to automation, and post sales field support.
  • Firmware and software troubleshooting for mobile and cloud-based applications.
  • Automation failures involving pool pumps, lighting, filtration, heat controls, etc.
• Act as the main point of contact for automation issues from the field, collaborating with internal departments (sales, product management, engineering, software teams, technical support) to ensure seamless service.
• Assist customers, sales, and field technicians with step by step guided troubleshooting for product set up, app pairing, and advanced configurations
• Escalate complex issues to engineering and product management when necessary
• Work with manager to hit key performance metrics, such as, response times, customer satisfaction, and first-time completion metrics to ensure continuous improvement.
• Develop and maintain strong relationships with the stakeholders, sales, and internal teams ensuring alignment with their business goals and expectations.
• Contribute to the development of technical knowledge bases and training materials
• Work closely with engineering, product development, and field service teams to report software/hardware performance issues and customer feedback
• Ensure all processes and communications align with contractual agreements, service-level agreements (SLAs), and company standards.
• Document solutions and recurring issues in CRM and ticketing systems

Key Qualifications:

• Associate or bachelor’s degree in information technology, Networking, Computer Science, or a related field (preferred, but not required with equivalent experience)
• Relevant technical certifications are a plus
• 3-5 years of experience in technical support, field service, or IT help desk roles
• Hands-on experience with network troubleshooting (WIFI, Bluetooth, mobile device pairing, and IP configurations)
• Experience working with smart home, automation, or IoT-connected devices (preferred)
• Strong understanding of networking fundamentals (IP addresses, DHCP, port forwarding, firewalls, etc.)
• Familiarity with mobile applications, cloud-based platforms, and embedded software.
• Excellent problem solving and analytical skills to diagnose connectivity and firmware-related issues.

Shift/Hours:

• 8:00 a.m. 5:00 p.m. (Must be flexible)
• This position is currently remote, however, there may be a transition to a hybrid model in the future, requiring occasional in-office attendance.

Compensation:

The hourly pay for this role is: $33.00/hr. Opportunity for a rate increase after you are proficient in certain skills and have fulfilled training. Actual pay may vary depending on factors including but not limited to achievements, skills, and experience.

Benefits:

As part of our comprehensive benefits packages, Pentair provides the following benefits plans and programs to eligible employees:

• Paid holidays
• Paid vacation
• Paid sick time
• Medical, Dental, and Vision Insurance
• 401(k)
• Up to 5% 401K match starting day one of employment
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Caregiver leave
• Prescription drug insurance
• Tuition reimbursement

Equal Opportunity Employer

Pentair is an Equal Opportunity Employer. With our expanding global presence, cross-cultural insight and competence are essential for our ongoing success. We believe that a diverse workforce contributes different perspectives and creative ideas that enable us to continue to improve every day.