Remote HVAC Technical Support Specialist

Jetson Home; Centennial (CO); On-site; USD 65,000 - 72,000; Full time

Benefits offered by this job

Dental, Vision & Life premiums fully/

Health Insurance premium 85% paid by X

Education Support

Parental Leave Top Up

401k program

Job summary

Jetson is seeking a Technical Service Representative to be the primary technical contact for customers after installation. This remote-first, on-site Centennial, CO role focuses on diagnosing and resolving heat pump issues, guiding customers through troubleshooting steps, and coordinating with field teams as needed.

You will own customer issues end-to-end, maintain SLAs, and contribute to knowledge bases while leveraging modern service tools and AI-driven workflows to deliver scalable support.

Qualifications

• 2–4 years of experience in remote technical support or a related customer-facing role.
• Strong communication and empathy with customers.
• Solid troubleshooting skills without in-person inspection.
• Experience with HubSpot or similar support tools.
• Ability to manage multiple cases in a fast-paced environment.

Responsibilities

• Act as a warm, knowledgeable point of contact for homeowners with issues.
• Explain issues, set expectations, and describe resolution steps.
• Own issues end-to-end with timely follow-up and resolution.
• Provide remote-first support for heat pump systems via phone, email, and tickets.
• Diagnose issues using customer input, data, photos, and remote diagnostics.
• Guide customers through troubleshooting steps and best practices.
• Determine when remote resolution is possible vs escalation.
• Create and manage service tickets in Jetson's help desk/CRM.
• Coordinate with project coordinators and field technicians when needed.
• Maintain service SLAs and quality standards.

Skills

Remote technical support

HVAC knowledge

Communication skills

HubSpot / CRM tools

Troubleshooting

Tools

HubSpot

CRM software

Ticketing systems

Job description

Jetson is seeking a Technical Service Representative to be the primary technical contact for customers after installation. This remote-first, on-site Centennial, CO role focuses on diagnosing and resolving heat pump issues, guiding customers through troubleshooting steps, and coordinating with field teams as needed.

You will own customer issues end-to-end, maintain SLAs, and contribute to knowledge bases while leveraging modern service tools and AI-driven workflows to deliver scalable support.