Technical Support Technician

ThermalWorks LLC has an exciting opportunity for a Technical Support Technician to join our team, working directly with Director of Service and focusing on serving as the front line of the Technical Service organization, providing first response, system validation, and high-quality data capture during events. In addition to core monitoring and escalation duties, the Technical Support Technician will support customer experience (CX) needs as required, enabling cross-time-zone continuity. Their role is execution-focused and operates within defined approval boundaries to support safe, timely decision-making by Technical Service leadership. The Technical Support Technician needs to be agile, professional, trustworthy with confidential information and comfortable in a rapidly changing environment. The right person can work well both independently and with a team.

Key Responsibilities

Include but are not limited to:

• 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

Education / Experience

• HVAC technical school
• 2–4 years supporting HVAC, controls, or mission-critical systems

Specific Skills / Abilities

• 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

Position : Technical Support Technician Full-Time or Part-Time : Full-Time Reports to : Director of Service Location : United States (Remote) Preferred in Austin, Atlanta, Chicago, Dallas, Kansas City.

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