Water Treatment Technical Sales & Support Specialist

ABOUT AQUATELL

Aquatell has spent more than twenty years helping homeowners solve real water problems: hard water, iron, sulphur, sediment, taste and odour. We sell online across Canada and the United States, and we've grown almost entirely on the strength of our technical content and our reputation for giving people straight answers. Customers come to us because we know what we're talking about.

Right now we're growing very rapidly, and this role exists because of it. That means real opportunity, and it means the person we hire needs to be able to move fast and learn continuously.

That's the standard this role has to meet.

This position is remote and open to candidates anywhere in Canada, or in-office at our London, Ontario location. Start date is August 24. Hours are Monday to Friday, 9:00 to 5:00 Eastern. You'll report directly to the company owner.

THE ROLE

You'll be the person customers reach when they have a technical question, before the sale and after it. That means diagnosing water problems from a test report and a description, recommending the right equipment, preparing quotes, following up on those quotes, and troubleshooting systems already in the field.

It's a hybrid role by design. The best technical support person is also the best salesperson, because the recommendation is the sale. If you like solving problems and dislike pressure tactics, you'll fit here.

WHAT YOU'LL DO

• Act as the primary technical support contact for customers and installers

• Diagnose water treatment problems and recommend appropriate solutions

• Prepare and issue quotes

• Follow up on open quotes and move them to close

• Handle inbound customer contact by email, phone, and live chat

• Troubleshoot installed systems: programming, sizing, service issues

• Feed what you learn from customers back into our product and content decisions

WHAT YOU NEED

This role requires real water treatment experience. We are not able to consider candidates without it, however strong they are otherwise. That experience doesn't have to be in the field. Two years of technical phone or support work counts, as long as you know the equipment.

• Minimum two years of technical experience in water treatment: field service, in-store technical sales, phone or chat support, or a mix

• Solid working knowledge of water softeners and backwashing filters, including how they're sized, programmed, installed, and serviced

• Genuine comfort dealing with customers across email, phone, and chat, including customers who are frustrated

• The ability to explain technical concepts to people who aren't technical, without talking down to them

• Comfort using AI tools as part of your daily work. We use them heavily across sales, support, and research, and you'll be expected to as well

• An appetite for learning. Our product range and our tooling both change quickly, and you'll need to keep up.

• Self-direction. This role involves a lot of independent judgment, and more so if you're working remotely.

• Legal entitlement to work in Canada

NICE TO HAVE

Any of the following will strengthen your application, but none are required:

• Reverse osmosis, UV disinfection, chemical injection, or specialty media experience

• Well water and problem-water experience (iron, manganese, sulphur, tannins, nitrate)

• WQA certification (CWS, CI, or higher)

• Licensed plumbing or field installation background

• Experience with e-commerce platforms, CRM, or helpdesk software

WHY WORK HERE

• A genuine continuous learning environment. You'll get substantial training up front, and it doesn't stop there; ongoing training is part of how we operate, on products, on water chemistry, and on the AI tools we use every day. Depending on where you're located, initial training may take place in person in London.

• Sophisticated support tooling. You won't be piecing answers together from scattered spreadsheets; we've invested heavily in the systems that let you diagnose and quote quickly.

• Three weeks of vacation to start

• Health, dental, and vision benefits available after six months

• We're growing rapidly, which means the role will grow too

• A small team where your technical judgment actually decides what we recommend and sell

• No scripts, no quotas built on pressure, no cold calling

• Work from home is on the table for the right candidate

• Support for continuing education and WQA certification

TO APPLY

Send your resume and cover letter to [email protected]. In your cover letter, tell us about your water treatment experience.