Specialist, Technical Support

Overview

We are hiring a Technical Support Specialist to join our Technical Support Team at Watkins Wellness. You’ll be the trusted expert behind the scenes with our customers and dealer technicians, providing real-time troubleshooting and diagnostic support for spas, swim spas, and cold plunge systems to keep wellness experiences running smoothly.

This role goes beyond answering questions. You’ll be the voice of technical expertise in a fast-paced contact center, tackling electrical wiring issues, plumbing layouts, control panel configurations, and software updates while delivering calm, clear guidance. Your work will directly impact customer satisfaction and dealer success.

• Serve as the first line of expert support by diagnosing and resolving technical issues quickly to keep customers and dealers confident and productive.
• Create positive experiences in high-pressure situations by staying calm, empathetic, and focused on solutions.
• Dive into complex challenges involving electrical systems, plumbing layouts, control panels, and software components, while learning new technologies as product lines expand.
• Collaborate with engineering, product development, and quality teams to escalate recurring issues and share insights that improve product design and support processes.
• Empower technicians and internal teams through clear guidance on installation, maintenance, and repair procedures, and contribute to training sessions that build confidence and expertise.

• Proven experience in spa system diagnostics and technical troubleshooting
• Strong verbal and written communication skills for clear guidance and collaboration
• Customer-focused approach with excellent conflict resolution techniques
• Familiarity with electrical wiring, plumbing, and control panels
• Ability to learn and use CRM platforms (Salesforce, Service Now) and call center technology
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook, Teams)
• Self-motivated and organized, able to manage multiple priorities independently
• High school diploma or equivalent required;
  Watkins technical certification or 3+ years of hands-on spa troubleshooting experience preferred
• Spanish language skills are a plus

At Watkins Wellness, we believe that everyone should “Feel good. Live well.” We offer the opportunity to join a dynamic, growing industry leader with a strong reputation for leadership and commitment to our employees, customers and community. Our employees are eligible for comprehensive health and wellness benefits, paid time off, company bonus, profit sharing, 401k match, education assistance, and more.

We seek candidates who embody The Watkins Way: ethical, transparent, inclusive, diverse, accommodating, with work-life balance, safety-first, accountable, relationship-oriented, passionate, team-oriented, and goal driven.

The employee may frequently lift and move up to 10 pounds and occasionally up to 25 pounds. Vision requirements include close, color, peripheral, and depth perception. The noise level is usually quiet. Reasonable accommodations may be made to enable disability coverage of essential functions.

In compliance with federal law, all hires must verify identity and eligibility to work in the United States and complete the required employment eligibility verification form upon hire.

Hiring Range: $22.75 - $35.75. Many factors affect actual compensation, including experience, education, skills, and geographic location.

Company:
Watkins Wellness | Shift: 1 (United States of America) | Full time

Watkins (the “Company”) is an equal opportunity employer. We prohibit discrimination in any employment opportunity based on protected characteristics and in compliance with applicable laws. The Company is committed to equal employment opportunities across all locations and roles.

Watkins is an E-Verify employer. E-Verify confirms the employment eligibility of newly hired employees in the United States. For more information, see E-Verify posters and related resources.