Technical Support Specialist (Water Treatment)

Location: Guelph, Ontario, Canada; hybrid remote

Company

hirify.global develops residential and light commercial UV water treatment and filtration products.

What you will do

• Provide first-level technical support by phone, email, and CRM case management for UV systems, filtration products, accessories, and related applications.
• Guide customers through system sizing, product selection, installation, startup, operation, maintenance, alarm diagnosis, and replacement-part identification.
• Apply diagnostic tools, technical documentation, product knowledge, and structured troubleshooting methods to resolve technical issues.
• Document customer interactions, findings, actions, and resolutions in CRM and ERP systems.
• Collaborate with Engineering, Quality, Product Management, Supply Chain, Customer Care, Marketing, Sales, and channel partners.
• Support warranty, return, replacement, order-related decisions, technical documentation, knowledge articles, FAQs, and continuous improvement initiatives.

Requirements

• At least 2 years of customer-facing technical support, field service, or water treatment industry experience.
• Post-secondary education in engineering technology, mechanical engineering, environmental science, water quality, biology, technical service, or a related field is preferred.
• Ability to interpret technical manuals, drawings, schematics, product specifications, and installation requirements.
• Strong written and verbal communication, analytical, problem-solving, time-management, and organizational skills.
• Ability to work independently and contribute effectively within a collaborative, cross-functional team.
• Proficiency with Microsoft 365 and experience with CRM, ERP, case-management, or knowledge-base systems.

Nice to have

• Strong understanding of UV water treatment systems, filtration technologies, system components, hydraulics, and water quality fundamentals.
• Experience with Salesforce.

Culture & Benefits

• Collaborative work across Engineering, Quality, Product Management, Supply Chain, Customer Care, Marketing, Sales, and channel partners.
• Emphasis on customer focus, analytical problem-solving, adaptability, accountability, inclusion, and continuous learning.
• Health and safety responsibilities are integrated into every job function, with additional training provided as required.