Desk-Based Technical Support Specialist (With Field Experience)
Location: Calgary, AB (Office-based with initial field training)
Employment Type: Full-time
About Gemstone Lights
At Gemstone Lights, we are innovators in smart permanent outdoor lighting. We combine technology and craftsmanship to help homeowners and businesses transform their spaces. With over 800 Authorized Dealers across North America, our rapid growth means our dealers rely heavily on us for top-tier training, troubleshooting, and field expertise.
We are expanding our team and looking for another Installation Technical Support Representative. This is a desk-based position fielding phone and Zoom calls, but it requires the mind of a field technician. You won't be reading from a generic script; you will be the ultimate product expert helping contractors and installers solve real-world installation, wiring, and technical challenges in real-time.
What You’ll Do
- Learn in the Field: To support our dealers from behind a desk, you need to know exactly what they experience. You will spend your initial onboarding out on multiple physical product installations around Calgary to learn our systems from the ground up.
- Provide Desk-Based Field Support: Serve as the go-to technical point of contact for our North American dealer network, resolving complex issues primarily over the phone and via Zoom.
- Troubleshoot Real-World Issues: Guide dealers through low-voltage wiring, product connectivity, layout planning, and system setup challenges while they are out on active job sites.
- Train & Mentor: Conduct technical onboarding and training sessions for new dealers, including guided design calls and first-install mentorship.
- Improve the Network: Document common field issues, collaborate with product teams, and build out our technical knowledge base.
Who You Are (The Right Fit)
- Street Smarts behind a Desk: You can easily picture what an installer is looking at on a roofline or inside a control box just by listening to them describe it over the phone.
- An Active Communicator: You can speak the language of contractors, installers, and electricians, breaking down complex technical steps into plain, easy-to-follow verbal instructions.
- Resilient & Resourceful: You don't panic when an installer calls from a ladder with a unique problem. You ask the right questions, diagnose the issue quickly, and talk them through the solution.
Qualifications
- Hands-on Technical Aptitude: Prior experience working in low-voltage systems, electrical, networking, home automation, or a hands-on trade is highly preferred.
- Phone/Desk Readiness: Comfortable sitting at a desk and managing a high volume of phone and Zoom support calls daily.
- Problem-Solving Experience: Prior experience in technical support, trades, or dealer relations where you had to think on your feet.
- Locally Mobile: Must be able to go on-site to local Calgary installations during your initial training and onboarding phase.
Why You’ll Love Working Here
- Work with a passionate, supportive, and rapidly growing team.
- Opportunities for career growth and advancement as we scale.
- Competitive compensation and benefits.
How to Apply (READ CAREFULLY)
We want to see your practical problem-solving skills in action. To be considered for this role, please submit your resume and include a brief answer to the following question in your application:
Job Type: Full-time
Pay: $65,000.00-$75,000.00 per year
Benefits:
- Casual dress
- Company events
- On-site gym
- On-site parking
- Paid time off
Work Location: In person
