Technical Support Technician

Key Responsibilities

• 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

Skills & Requirements

• HVAC technical school
• 2–4 years supporting HVAC, controls, or mission-critical systems
• Spanish-speaking (Professional level) required
• Basic understanding of chilled water systems and control fundamentals
• Ability to follow runbooks and escalation procedures precisely