Technical Support Technician

Role Overview

• Respond to alarms, calls, and tickets; validate mode, temperatures, flow, and unit status
• Capture trends, screenshots, and event timelines
• Execute approved runbook actions and stabilization steps
• Escalate potential SOO or efficiency concerns with evidence, not speculation
• Support EU CX as needed (time-zone coverage, coordination, data collection, escalation assistance)
• Authority / Limits: Overrides are permitted only when explicitly approved by the Director of Technical Service or Manager, Technical Support Operations. All overrides must be documented, time-bound, and reviewed post-action. No control tuning without approval.
• Success Looks Like: Accurate, timely data capture that enables fast decisions; disciplined escalation with complete context; safe execution under pressure with minimal rework.
• Travel required during the training period

Requirements

• HVAC technical school
• 2–4 years supporting HVAC, controls, or mission-critical systems
• Basic understanding of chilled water systems and control fundamentals
• Ability to follow runbooks and escalation procedures precisely
• Comfortable in a 24/7 support environment; strong documentation habits

Benefits

• A fast-paced, entrepreneurial culture focused on innovation.
• A flexible, autonomous work environment.
• A culture of respect, learning and excellence.
• Experienced, highly talented experts as team peers.
• Growth and travel opportunities.
• A team of change-makers having a significant impact on people and the planet.