HVAC Technical Support Specialist Tier II

The HVAC Technical Support Specialist II serves as the primary escalation point for complex technical issues and provides leadership to the Technical Support team. This individual works closely with Product Management, Engineering, Warranty, Sales, and Training to ensure contractors receive industry-leading technical support while helping develop the team’s technical expertise.

Responsibilities

Advanced Technical Support

• Provide advanced technical support to HVAC contractors via phone, email, and online platforms.
• Troubleshoot complex installation, startup, commissioning, communication, and performance issues.
• Diagnose advanced electrical, controls, inverter, and refrigeration system problems.
• Support ductless, ducted, multi-zone, and light commercial HVAC systems.
• Review wiring diagrams, installation photos, videos, and technical documentation to resolve field issues.
• Assist with warranty investigations and root cause analysis.
• Document technical support cases and identify recurring product trends.

Leadership & Team Development

• Serve as the primary escalation point for Tier I Technical Support Specialists.
• Mentor, coach, and train Technical Support team members.
• Assist in onboarding new Technical Support Specialists.
• Lead technical knowledge-sharing sessions within the department.
• Promote best practices, consistency, and high-quality customer service.
• Act as a technical leader and subject matter expert for all inverter HVAC products.

• Minimum 5 years of hands-on HVAC experience.
• Extensive experience with inverter HVAC systems.
• Strong knowledge of:
• Ductless systems
• Ducted inverter equipment
• Multi-zone systems
• Refrigeration diagnostics
• Electrical troubleshooting
• Controls and communication systems
• Ability to read advanced wiring diagrams and technical documentation.
• Previous experience providing technical support or training is strongly preferred.
• Leadership or mentoring experience preferred.
• Excellent communication and problem-solving skills.
• English and Spanish required.
• HVAC Certification required., * How many years of HVAC experience do you have?

• Health Insurance
• Dental Insurance
• Vision Insurance
• Paid Time Off
• 401(k) plan 3% employer contribution
• Profit Sharing Plan
• Employee Discounts

Job Type: Full-time

Pay: $30.00 - $38.00 per hour

Benefits:

• Health insurance
• Paid time off

Comfortside LLC is one of the fastest-growing HVAC distributors in the United States, representing leading brands including Cooper&Hunter, OLMO, Bravo, and Armbridge. We are seeking a highly experienced HVAC Technical Support Specialist II to serve as a senior technical expert and leader within our Technical Support department.

This role combines advanced technical troubleshooting with leadership responsibilities, including mentoring team members, developing technical training, and driving continuous improvement across the department.