Technical Support Specialist

About the role

We are looking for a Technical Support & Customer Experience Specialist to help our customers install, use, troubleshoot, and get the most value from our technology products.

This is not a generic customer service role. Our products combine hardware, software, connectivity, sensors, and HVAC/energy-saving functionality, so we need someone who is comfortable understanding technical problems and explaining solutions clearly.

The ideal person does not need to be a senior engineer or product developer, but should have strong technical curiosity, good problem-solving skills, and the ability to learn how the product works in depth.

• Provide technical support to customers through email, chat, phone, or internal support tools.
• Understand customer issues, ask the right diagnostic questions, and guide them toward a solution.
• Help customers with installation, configuration, connectivity, product behavior, and troubleshooting.
• Identify whether an issue is related to setup, installation, hardware, software, connectivity, user error, or product limitations.
• Document support cases clearly so the team can track recurring problems.
• Escalate complex issues to engineering or product teams with useful context, evidence, and steps to reproduce.
• Create or improve support documentation, FAQs, troubleshooting guides, and customer-facing instructions.
• Help the company improve the customer experience by identifying patterns in support requests.
• Learn the product deeply and become a reliable internal reference for how it works in real-world use.

• Good spoken and written English.
• Strong communication skills and patience when helping customers.
• Comfortable with technology, hardware, software, apps, and connected devices.
• Ability to understand technical symptoms and think logically about possible causes.
• Basic understanding of electronics, networks, IoT, HVAC, software, or similar technical products.
• Organized and able to document cases clearly.
• Curious, proactive, and willing to learn how the product works in detail.
• Able to explain technical topics in simple language.
• Comfortable working with both customers and internal technical teams.

• Studies or experience related to engineering, mechatronics, electronics, industrial engineering, computer systems, IT, product support, technical support, or similar fields.
• Experience supporting physical products, IoT devices, software platforms, electronics, HVAC systems, smart home devices, or B2B technology products.
• Experience using support tools, CRMs, ticketing systems, documentation tools, or remote troubleshooting tools is a plus.

We are not necessarily looking for a senior engineer or someone with very advanced credentials. More important than formal experience is the ability to understand technical problems, communicate well, learn fast, and take ownership of customer issues.

• Someone who enjoys solving problems, understands technology naturally, communicates clearly in English and Spanish, and can become the bridge between our customers and our product/engineering team.