Technical Support Technician

Thermal Scientific Works

Technical Support Technician in a remote role providing first response and data capture for HVAC systems. Supporting customer experience needs across time zones with a focus on collaboration and efficiency.

Posted 3/30/2026full-timeRemote • 🇺🇸 United StatesJuniorMid-LevelWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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.

ATS Keywords

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Applicant Tracking System Keywords

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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