Technical Support Specialist

About Rainforest Automation

Rainforest Automation provides cutting-edge energy management software to utilities, enabling their customers to reduce consumption and shift peak loads. By leveraging smart meter investments, Rainforest Automation combines interconnected software solutions with AI and machine learning to deliver deep analytics and optimized energy management. Our innovative technology empowers utilities to drive efficiency throughout their operations. Join a team committed to making a meaningful impact in the energy sector.

About the Role

We are looking for a Technical Support Specialist to help customers and partners successfully use Rainforest Automation products.

This is not a basic call-centre role. We are looking for someone who is technical, patient, personable, and curious — someone who can help a homeowner get connected, support a commercial customer troubleshooting a site issue, and work with utility or partners to resolve more complex product questions.

You will support products that involve hardware devices, networking, mobile apps, cloud platforms, smart meter connectivity, and customer energy data. You will also work closely with our product, engineering, and customer success teams to identify issues, improve documentation, and constantly improve the customer experience.

What You’ll Do

• Support residential, commercial, utility, contractor, and partner customers using Rainforest Automation products.
• Troubleshoot issues involving device setup, network connectivity, mobile apps, accounts, customer data, cloud services, and product configuration.
• Guide customers through technical problems clearly and patiently, including users with varying levels of technical knowledge.
• Investigate issues using internal tools, logs, dashboards, screenshots, and customer reports.
• Document issues clearly, including symptoms, troubleshooting steps, reproduction details, and customer impact.
• Escalate complex issues to engineering or product teams, providing deep technical insight on the observed problem.
• Identify recurring support issues and help improve help articles, onboarding materials, internal processes, and product workflows.
• Act as a customer advocate by helping the team understand where customers are getting stuck.

What We’re Looking For

• Experience providing technical support for software and hardware-based solutions.
• Debugging and Troubleshooting skills to effectively diagnose and resolve complex technical issues.
• Strong troubleshooting skills across connected systems involving devices, networks, apps, and cloud services.
• Ability to explain technical concepts clearly to non-technical users.
• A calm, patient, and professional communication style.
• Strong written communication and issue documentation skills.
• Comfort working with ticketing systems, CRM tools, dashboards, and internal diagnostic tools.
• Curiosity and persistence when solving technical problems.
• Ability to work independently while collaborating with product, engineering, and customer-facing teams.

Nice to Have

• Experience supporting IoT products, smart home devices, energy management systems, SaaS platforms, or cloud-connected hardware.
• Familiarity with Wi-Fi, Ethernet, routers, firewalls, DNS, IP addressing, and general network troubleshooting.
• Experience supporting iOS and Android mobile apps.
• Experience with utility programs, smart meters, demand response, commercial buildings, or energy management.
• Familiarity with APIs, logs, device telemetry, cloud dashboards, or remote diagnostics.
• Experience working with contractors, installers, utility staff, or commercial building operators.
• Bachelor’s degree in Computer Science, Engineering, or a related technical field is preferred.

The Right Fit

You are the kind of person who likes figuring out why something is not working. There are no pre-defined scripts — you ask good questions, isolate the issue, explain things clearly, and follow through until the customer has a path forward.

You are comfortable helping someone who is frustrated, confused, or non-technical, but you can also dig into the technical details when needed.

Compensation and Benefits

Annual Salary: $50,000 - $65,000. Extended Health Benefits.

Position is based in Vancouver, BC and is a hybrid work position..