[Remote] Sr. Technical Support Specialist - Hot Tub & Pool Industry

Note: The job is a remote job and is open to candidates in USA. Artesian Spas is a company in the pool and spa industry, seeking a Senior Technical Support Specialist. This role provides advanced technical assistance and serves as a subject-matter expert in troubleshooting, diagnostics, and product performance, focusing on exceptional customer support. Responsibilities • Provide expert-level phone, email, and ticket-based technical support to pool/spa dealers, technicians, and end users • Diagnose complex electrical, hydraulic, mechanical, and water-quality issues related to spas, hot tubs, and pool systems • Guide callers through step-by-step troubleshooting and repairs, ensuring safety and accuracy • Escalate systemic issues to Engineering, Product Development, or Quality teams as appropriate • Serve as the primary point of contact for advanced or high-priority escalations from dealers, technicians, Customer Care representatives, and internal teams • Assess urgency, customer impact, and technical complexity to determine the appropriate escalation path • Take ownership of escalated cases through full resolution, ensuring timely communication, accurate documentation, and strong follow-through • Coordinate cross-functionally with Engineering, Product Development, Quality, and Warranty teams to resolve recurring or systemic issues • Provide coaching, guidance, and decision support to Technical Support Representatives on how to prevent unnecessary escalations and improve first-call resolution • Identify trends or repeat escalations and communicate findings to leadership to drive process, product, or training improvements • Maintain in-depth knowledge of all spa and swim spa equipment, including control systems, pumps, heaters, filtration, lighting, and aftermarket accessories • Assist with developing and updating technical manuals, troubleshooting guides, and knowledge base content • Support new product launches by reviewing technical documentation and identifying potential field support needs • Build strong relationships with dealers and service partners by providing timely, reliable, and professional support • Conduct remote training sessions or in-person technical demonstrations, as needed • Provide feedback to internal teams on recurring field issues, warranty trends, and product improvement opportunities • Review and process warranty claims, ensuring accuracy and adherence to company policies • Assist with root-cause analysis on returned product and document findings for Engineering and Quality teams • Track and report technical issues, themes, and resolution times to support continuous improvement • Partner with Engineering, Product Development, and Manufacturing to identify, document, and resolve product issues • Provide insights on product design, usability, and serviceability based on real-world customer feedback • Participate in continuous improvement initiatives to enhance product reliability and service processes Skills • At least 5 years of hands-on experience in the pool and spa industry • Strong analytical skills • Strong communication skills • Strong customer service skills • High school diploma or equivalent required • 5+ years of technical support or field service experience, preferably in spa, hot tub, HVAC, or pool equipment industries • Strong understanding of electrical and mechanical systems, diagnostic tools, and technical schematics • Familiarity with common brands and components used in the industry (Balboa, Gecko, Waterway, etc.) • Proficient in Microsoft Office • Experience with CRM, ticketing systems, and technical support tools or ERP systems (e.g., NetSuite, Salesforce, Sage) • Customer-focused with the ability to manage difficult conversations professionally and empathetically • Excellent verbal and written communication skills • High attention to detail and organizational skills • Ability to multitask, prioritize, and remain organized in a fast-paced environment • Technical certification or associate degree in electronics, mechanics, or a related field Company Overview • Artesian Spas provide the best quality hot tubs and spas, the most features, and the greatest range of products. It was founded in 1993, and is headquartered in Las Vegas, Nevada, USA, with a workforce of 501-1000 employees. Its website is https://artesianspas.com. Apply tot his job Apply To this Job