HVAC Technical Support Associate

Who we are

Tetra is leading the clean energy transformation by adding transparency and efficiency into a forgotten industry. Home improvement contractors are left in the past, lacking automation and technology to run and scale their small business. This leaves homeowners without the necessary information to make easy, fast decisions and creates a painful buying process.

Homeowners are unaware they can reduce carbon emissions and lower their utility bills. We provide the most efficient and affordable options to homeowners, improve their experience, and coordinate the installation of home improvement projects. In doing so, we're “super powering” contractors by automating admin tasks and allowing them to focus on installation excellence and customer happiness.

We’re starting by transforming heating and cooling replacements, a $120 billion industry which makes up 12% of total energy usage in the US. Federal and state government agencies allocate billions of dollars in incentives to help homeowners choose high-efficiency systems—now at unprecedented levels thanks to the Inflation Reduction Act of 2022—but the dollars are historically underutilized due to lack of customer awareness. We’re democratizing and unlocking those incentive dollars.

We started in Massachusetts, where we’re now 4%+ of the heat pump replacement market, and launched in New York in mid-2024, where we’re already seeing great traction, validating that our model has the potential to scale nationwide. With backing from the likes of Lerer Hippeau, Gutter Capital, Greycroft, and others, we’re now preparing to do exactly that.

About the job

The HVAC Technical Support Associate will serve as the company’s subject matter expert to resolve technical issues that arise from our network of local installers working in the field. This person will leverage their expertise with heating and cooling systems when remotely communicating with contractors and homeowners, collaborate cross-functionally with Tetra team-members to rectify escalated technical issues, and care deeply about delivering an exceptional customer experience with swift resolution.

Our 30-strong team is mostly based near Boston and New York City, but we’re distributed across 12 states and work remotely. You’ll report to Tetra’s Operations Manager.

Compensation: $65,000 - $75,000; eligible for company equity

What you’ll do

• Interact with customers to explain issues, discuss repair or replacement options, and provide advice on efficient system operation via phone or email.
• Utilize technical knowledge and system specifications to diagnose and pinpoint problems and develop solutions to communicate to field techs for resolution.
• Manage a portfolio of escalated customer issues at various stages of the installation process, strategically prioritizing and shifting focus as needed to keep our operational pipeline running smoothly.
• Consistently demonstrate good judgment and accountability by making thoughtful decisions when the path is not clear and communicating effectively with your manager.
• Collaborate with Tetra team members across Sales, Operations, Marketing, Product and Engineering to share your expert knowledge of heating and cooling systems and to contribute to resolving technical issues that arise at any stage of a customer’s journey

• Take full ownership of the experience after homeowners have chosen Tetra for their home energy upgrade and once they’ve completed our post-sale document collection process. This includes:

  • Conducting a virtual walkthrough of the home/system, or coordinating an in-person one with a contractor.
  • Communicating any required changes to the customer and updating documentation.
  • Ordering equipment and materials for the install, and coordinating deliveries.
  • Scheduling the install with a qualified HVAC contractor in our network, and any additional contractors needed to complete the work.
  • Serving as a primary point of contact for both customers and contractors prior to and during the install, organizing logistics and troubleshooting problems as they arise.

Who you are

• Expertise knowledge of HVAC systems

  • You have at least 2 years of experience as an HVAC technician (service, installing, commercial, residential product) required
  • Universal certification for handling refrigerants, which includes EPA certification preferred
  • Basic electrical knowledge with the ability to read schematics

• Technical problem-solving skills

  • You love solving problems. You don’t get stressed out by them, you correctly recognize them as fuel for progress, roll up your sleeves, and get to work.

• Strong communication skills

  • You’re an exceptional communicator, whether that’s navigating a homeowner through a stressful project, building rapport with a contractor, or presenting to a room full of people.

• A team-centric approach

  • You will coordinate closely with a variety of internal team members, including Sales Reps, Contractor Success Managers, and Operations Associates. Especially given our early stage, having open, positive communication and a willingness to jump into problems you didn’t create or don’t technically “own” in service of the team is essential.

Benefits

• Competitive salary with meaningful equity.
• Unlimited PTO policy.
• Fully paid parental leave.
• Comprehensive benefits package, including health, dental, vision, and retirement plans.
• Opportunities for career advancement and professional growth in a dynamic and innovative company.
• Collaborative work environment that encourages creativity and innovation.

Diverse perspectives

We know that innovation thrives on product teams where diverse points of view come together to solve hard problems. We seek people that bring diverse life experiences, educational backgrounds, cultures, and work experiences.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.