Technical Customer Support Lead - Water Filtration

We are looking for a mechanically minded, resourceful and exceptionally caring person to take ownership of technical customer support.

This is not a scripted call-center position. You will troubleshoot real installations, review customer photos and videos, guide customers through plumbing and system issues, research questions you have not encountered before and follow each case through resolution.

The right person may have experience in plumbing, water treatment, appliance installation, home services, facilities maintenance or another hands-on technical field. You do not need to be a licensed plumber, but you must be comfortable understanding how water systems, fittings, valves, tubing, pressure tanks and household plumbing work.

Just as importantly, you must be warm, patient and polished. Many of our customers are highly informed, wellness-focused homeowners and professionals who expect thoughtful, accurate and personalized support.

Our goal is to find someone who can grow into the primary owner of Cloud’s customer experience and become a trusted technical resource within the company.

What you’ll do

• Respond to customers by email, phone and video call
• Diagnose installation, flow-rate, tank-pressure, faucet, leak, filter and connectivity issues
• Review customer photos and videos to identify likely causes
• Guide customers and installers through troubleshooting in clear, manageable steps
• Answer detailed pre-purchase and post-purchase questions about water filtration, system materials, contaminants and performance
• Research unfamiliar technical questions instead of guessing or immediately escalating them
• Follow cases through resolution and proactively check that the solution worked
• Coordinate replacement parts and warranty resolutions when appropriate
• Document solutions and turn recurring issues into internal troubleshooting guides
• Identify patterns in customer questions and product issues and share them with the team
• Help improve the overall support experience as Cloud grows

You may be a strong fit if you

• Naturally enjoy figuring out how mechanical systems work
• Have hands-on plumbing, water-treatment, appliance, installation, maintenance or home-service experience
• Can understand fittings, tubing sizes, valves, water pressure and basic plumbing configurations
• Communicate warmly and professionally with discerning customers
• Can make a nervous or frustrated customer feel calm and cared for
• Write clear, accurate emails without relying entirely on scripts
• Know how to investigate a question when you do not already know the answer
• Take ownership and follow through without needing repeated reminders
• Pay close attention to details and do not make unsupported claims
• Are comfortable learning about reverse osmosis, water contaminants and wellness-related customer concerns
• Are comfortable conducting customer calls and video troubleshooting sessions, Within your first 90 days, you will be able to:
• Independently resolve most common Cloud support issues
• Lead warm and confident customer troubleshooting calls
• Find accurate answers to unfamiliar questions
• Recognize when an issue requires escalation
• Follow each case through to a confirmed resolution
• Add useful solutions to Cloud’s internal support resources

• At least two years of experience in technical customer support, plumbing, water treatment, appliance service, installation, facilities maintenance or a comparable hands-on role
• Strong written and verbal communication
• Comfort working directly with customers by phone and video
• Demonstrated mechanical or troubleshooting ability
• Ability to independently research technical questions
• Reliable follow-through and strong organizational skills
• Comfortable using customer-support software and learning new systems
• Authorized to work in the United States, * Experience with reverse-osmosis or water-treatment systems
• Plumbing, appliance installation or field-service experience
• Experience supporting premium home products
• Familiarity with water-quality testing or common drinking-water contaminants
• Experience creating troubleshooting guides or support documentation
• Interest in wellness, environmental health or non-toxic living

A plumbing license or college degree is not required.

$30 - $38 an hour - Full-time, Contract, Pulled from the full job description

• Paid training
• Professional development assistance
• Parental leave
• Paid time off
• Flexible schedule, * Competitive hourly compensation
• Paid product and technical training
• A meaningful role in a growing health-focused company
• Direct access to the founders and the opportunity to shape customer experience
• A path toward greater responsibility and leadership as the company grows
• A Cloud RO system for your home. It is mandatory this is installed so you can experience the system., * Tell us about a time you diagnosed a mechanical, plumbing or technical problem for someone remotely. What information did you gather, and how did you reach the solution?
• A customer asks you a technical question you have never encountered before. What steps would you take before responding?
• What interests you about water filtration, environmental health or wellness?

Candidates who advance will complete a brief paid practical exercise using realistic customer-support scenarios.

Pay: $30.00 - $38.00 per hour, * Flexible schedule

• Paid time off
• Parental leave
• Professional development assistance

About Cloud Water Filters

Cloud Water Filters makes an advanced, connected reverse-osmosis system designed to give families exceptionally clean, great-tasting, remineralized water.

Our customers care deeply about their health, their homes and the quality of their water. They often come to us with detailed questions about installation, plumbing, contaminants, materials, toxins, filtration performance and wellness. We are looking for someone who can make those customers feel genuinely heard while confidently guiding them toward a solution.