Technical Support Technician

This is a fully remote position, open to applicants in Spain.

📋 Description

• Respond to alarms, calls, and tickets; verify operational modes, temperatures, flow rates, and unit statuses.

• Document trends, capture screenshots, and create event timelines.

• Implement approved runbook actions and stabilization procedures.

• Raise potential SOO or efficiency issues with supporting evidence, avoiding speculation.

• Provide assistance to EU CX as required (including time-zone coverage, coordination, data gathering, and escalation support).

• Overrides are allowed only with explicit authorization from the Director of Technical Service or the Manager of Technical Support Operations.

• All overrides must be recorded, time-sensitive, and reviewed after execution.

• Control tuning is prohibited without prior approval.

• Ensure accurate and timely data capture to facilitate swift decision-making.

• Maintain disciplined escalation practices with comprehensive context.

• Execute tasks safely under pressure while minimizing rework.

• Travel is necessary during the training period.

⛳️ Requirements

• Completion of HVAC technical training.

• 2–4 years of experience supporting HVAC systems, controls, or mission-critical systems.

• Basic knowledge of chilled water systems and control fundamentals.

• Ability to adhere strictly to runbooks and escalation protocols.

• Comfortable working in a 24/7 support setting; strong documentation practices are essential.

🏝️ Benefits

• A dynamic, entrepreneurial culture that prioritizes innovation.

• A flexible and autonomous work environment.

• A culture that values respect, learning, and excellence.

• Opportunities to work alongside experienced and highly skilled professionals.

• Opportunities for growth and travel.

• A team of change-makers making a significant impact on individuals and the planet.