[Hiring] Advanced Cooling Technical Support Specialist @Schneider Electric

Role Description

Help solve the cooling challenges behind AI and high-performance computing. This role is designed for accomplished HVAC/R, controls, chiller, or liquid cooling professionals who are known for solving the problems that are not obvious.

As an Advanced - Cooling Technical Support Specialist, you will provide advanced technical support for mission-critical liquid cooling systems operating in demanding data center environments. You will help customers and technical teams solve complex issues while developing deep expertise in the cooling technologies supporting AI and high-performance computing.

This is a U.S.-based remote position focused on advanced troubleshooting, root-cause analysis, and technical guidance. You will collaborate with Core Technical Support, Field Service, Engineering, Quality, and other teams to drive challenging technical issues toward resolution.

Beyond resolving cases, you will help strengthen the broader support organization by improving troubleshooting practices, sharing technical knowledge, supporting training, and influencing service documentation and processes.

What will you do?

• Serve as an advanced technical resource for mission-critical liquid cooling systems.
• Take ownership of complex technical issues and escalations requiring deeper troubleshooting and product knowledge.
• Support customers, Core Technical Support, and Field Service personnel with advanced diagnostics and issue resolution.
• Analyze alarms, operating data, electrical schematics, system performance, case history, and technical documentation to identify root causes and corrective actions.
• Use the Case Management/CRM system extensively to document troubleshooting, manage case activity, communicate updates, track ownership, and maintain accurate records through resolution.
• Provide remote technical guidance to customers and field personnel performing fault isolation and troubleshooting of liquid cooling and electro-mechanical systems.
• Provide technical guidance for system startup, commissioning, and deployment activities.
• Identify parts and components needed to support equipment repairs and technical resolution.
• Collaborate with Core Technical Support, Dispatch, Field Service, Engineering, Quality, Training, and Sales to resolve customer and product issues.
• Create and improve Knowledge Articles, troubleshooting guides, service bulletins, procedures, and other technical documentation.
• Use lessons learned from real-world issues to recommend improvements to products, manuals, troubleshooting methods, and support processes.
• Support technical training for customers, Technical Support teams, and Field Service personnel.
• Maintain expertise in new products, known issues, and evolving liquid cooling technologies.
• Participate in occasional customer site or company facility visits for product exposure, training, technical observation, or complex issue support when appropriate.
• Participate in a 24/7/365 on-call rotation to provide advanced after-hours technical support when scheduled.

What will make you successful?

• Strong HVAC/R, refrigeration, chiller, liquid cooling, mission-critical cooling, or related technical expertise.
• Advanced troubleshooting skills and a methodical approach to complex problems.
• The ability to look beyond an alarm or symptom and work toward the underlying root cause.
• Strong knowledge of electrical and electro-mechanical systems, including single-phase and three-phase power.
• The ability to confidently read and interpret electrical schematics, technical drawings, sequences of operation, and technical specifications.
• Familiarity with pumps, heat exchangers, controls, sensors, valves, actuators, and fluid systems.
• The ability to troubleshoot remotely by asking the right technical questions and turning field information into an effective troubleshooting path.
• Strong technical judgment, including when to involve Engineering, Quality, or other specialized resources.
• Strong written, email, and verbal communication skills, with the ability to explain complex technical concepts clearly to customers and technicians with different experience levels.
• Strong documentation and case-management habits, with the ability to work extensively in a Case Management/CRM system, manage multiple priorities, and maintain ownership through resolution.
• The ability to work independently in a remote environment while collaborating closely across technical teams.
• Availability to participate in a 24/7/365 on-call rotation, including nights, weekends, and holidays when scheduled.

Qualifications

• Associate degree or technical training in HVAC/R, refrigeration, electrical, mechanical, controls, electronics, or a related discipline preferred, or an equivalent combination of education and relevant technical experience.
• 5+ years of experience in technical support, HVAC/R, mission-critical cooling, Field Service, or a similar advanced technical troubleshooting role.
• Demonstrated experience troubleshooting electrical, mechanical, controls, and electro-mechanical systems.
• Experience reading and interpreting electrical schematics and working with single-phase and three-phase electrical systems.
• Experience with liquid cooling, chillers, or mission-critical cooling systems is highly desirable.
• Experience supporting data centers or other mission-critical environments is preferred.
• Advanced technical support, complex troubleshooting, or technical escalation experience is preferred.
• Experience with CRM, case management, or service management systems is a plus.

Work location, travel, and schedule

• You will report to the Technical Support Manager.
• This is a U.S.-based remote position, with the majority of technical support provided through phone, email, the Case Management/CRM system, and other technical support tools.
• Occasional travel to customer sites or company facilities may be required for product exposure, training, technical observation, or complex issue support. This position is not intended to provide routine Field Service or preventive maintenance coverage.
• Travel may be required up to approximately 25% annually.
• This position participates in a 24/7/365 on-call rotation, providing advanced after-hours technical support when scheduled.

Benefits

• Medical (with member reward points), dental, vision, and basic life insurance.
• Benefit Bucks, flexible work arrangements, paid family leaves, well-being programs.
• 12 holidays per year, and 15 days of paid time off per year.
• Competitive pay and programs including base salary, incentives, company share ownership, and 401(k) with match.
• Support development through performance discussions, global opportunities, and learning platforms like Coursera.
• Encourage collaboration, recognition, sharing your voice, and an inclusive workplace.
• Volunteer leave, programs with the Schneider Electric Foundation, youth education initiatives, and military leave benefits.