• Job Description

  Req#: cf36a25f-0dea-4059-8dee-cc2230c979d6

  Hello. Is it YOU we’re looking for?

  
  

  Cozy greetings from the Mysa team! We’re a company founded on people-first culture, fueled by our mission to lead the global shift toward electrification. Through the creation of life-simplifying smart HVAC controls for homes and businesses, we’re helping our customers save energy, money, and the planet we share.

  
  

  We are looking to fill a Tech Support Specialist — HVAC role for our Customer Experience team! This role requires the candidate to be located in Western Canada and work standard business hours within the Pacific Standard Time (PST) zone and be available to work on weekends.

  
  

  This role is ideal for individuals with hands-on HVAC or low-voltage wiring experience who are looking to transition into a remote, technology-enabled support role, as well as for those with customer support experience and wiring knowledge who are eager to grow and broaden their technical skills. As a Tech Support Specialist- HVAC, you’ll assist residential and commercial clients with the installation, troubleshooting, and support of smart thermostats and energy management products, with occasional travel to site locations to support the successful deployment of the Mysa HQ Platform.

  
  

  In this position, you'll be a trusted advisor during critical customer touchpoints—ensuring a seamless installation experience, resolving complex HVAC system compatibility issues, and offering thoughtful guidance for both low-voltage and line-voltage thermostat technologies.

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  Role Overview:

  • Lead Remote Installation Support:

  Assist customers (homeowners and commercial clients) with the installation of low-voltage thermostats via video, phone, or messaging. Provide expert-level support in real time, ensuring safety, efficiency, and satisfaction.

  • On-Site Support & Travel:

  Travel to client locations (primarily across North America) as needed to assist with HVAC integrations, especially those involving the implementation of Mysa's B2B energy management system (Mysa HQ), smart thermostats, and auxiliary sensors

  • HVAC Troubleshooting Expertise:

  Diagnose and resolve installation or operational issues related to HVAC systems including multi-stage heating/cooling, heat pumps, air handlers, and more. Escalate engineering or firmware concerns appropriately.

  • Line-Voltage Training & Support:

  Learn and develop proficiency with Mysa’s line-voltage thermostat products. Serve as a technical support bridge between traditional HVAC systems and newer smart home integrations.

  • Customer-Facing Education:

  Deliver a high-quality onboarding experience to customers by clearly explaining technical concepts, installation steps, and product features in a friendly and accessible manner.

  • Collaborate Cross-Functionally:

  Partner closely with Customer Experience, Product, and Hardware teams to identify field insights, improve installation documentation, and influence product updates.

  • Data & Documentation:

  Document each customer interaction clearly and thoroughly in our internal tools. Maintain up-to-date knowledge of system configurations and installation best practices.

  
  

  Your Star Qualities

  • 2–5 years experience in customer support and hands-on experience in wiring. Experience in residential or light commercial HVAC systems is a strong asset
  • Good understanding of low-voltage wiring (24V), relays, and thermostat circuits (C-W-R-Y-G terminals, etc.).
  • Familiarity with line-voltage (120V/240V) systems is a strong asset or willingness to learn.
  • Knowledge of smart thermostat platforms and smart home integrations (e.g., Wi-Fi, apps, sensors).Comfortable using digital communication tools like Zoom, Slack, and ticketing systems.
  • Strong problem-solving and interpersonal skills with a customer-first mindset.
  • Ability to travel up to 25% of the time to assist with onsite installations or pilot programs.

  
  

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  More About Mysa

  Since entering the North American market in 2018, our thoughtfully-designed-in-Canada smart thermostats for electric heating or cooling have been warmly welcomed into customers’ homes and hearts, garnering thousands of 5-star reviews.

  
  

  Recognized as a leading employer in the booming Canadian tech sector, we were named the 2022 Tech Company of the Year by Tech NL, and have been recognized as one of Atlantic Canada’s Top Employers for multiple years.

  
  

  By creating innovative smart home tech to help our now-global customer base use their home and business energy more efficiently, we’re living our mission to fight climate change and build our electric future.

  
  

  Why Join Our Team?

  Simply put, it’s all about you. We recognize and respect you as an expert in your field, and support you as you grow and thrive in your role. At Mysa, we’re proud to provide perks like:

  -Flexible paid time off (PTO)

  -Flexible environment & hours

  -Competitive salary structure

  -Annual salary increases

  -Employee Stock Option Plan

  -Comprehensive Group Health Plan

  -Employer-matched RRSPs

  -Maternity & Parental Leave Top-Up Program

  -Training & Development Allowance Program

  -Health & Wellness Allowance Program

  -Smart Home Tech Credit & In-Office Tech Allowance

  …and more!

  
  

  Mysa is an equal opportunity employer committed to promoting diversity and inclusion across race, gender, sexual orientation, religion, ethnicity, national origin, and all things that make us different and wonderful. Your application to this posting is deemed consent to the collection, use, and necessary disclosure of personal information to facilitate our recruitment process. We respect the confidentiality and privacy of all of our applicants.

  Interested in this role, but unsure if your “on-paper” qualifications match? Apply anyway — we’re always looking for team members who break the mold.

  Thanks for considering Mysa as your future work home. We’re excited to get to know you.

• About the company

  Control your electric heating and cooling with Mysa Smart Thermostats. Use the mobile app to control remotely - Save energy and money with smart home features.

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