Technical Support Technician

Thermal Scientific Works

full-time

Posted on:

Location Type: Remote

Location: United States

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About the role

  • 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.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
HVACchilled water systemscontrolstechnical supportrunbook executiondata captureevent timeline documentationescalation proceduressystem monitoringefficiency analysis
Soft Skills
strong documentation habitsability to work under pressurediscipline in escalationcoordinationcommunicationproblem-solvingattention to detailtime managementadaptabilityteam collaboration
Certifications
HVAC technical school certification