HVAC Technician Tier 2 Technical Support

⏰Shifts scheduled between

Use Your HVAC Experience Without Working in the ElementsSpent years in attics, crawlspaces, rooftops, and mechanical rooms?You know the drill: 🔥 Summer installs in 95° heat ❄️ Winter service calls in freezing temperatures 🧰 Crawling into spaces that were definitely not designed for humansWhat if you could stay in the HVAC industry — but work in a comfortable, temperature-controlled environment instead?We’re hiring experienced HVAC professionals to join our Tier 2 Technical Support Team, helping contractors and technicians troubleshoot heating, cooling, and hot water systems across the country.Instead of installing or repairing equipment yourself, you’ll become the expert that technicians call when they need help solving complex problems.👉 Former installers and service technicians are strongly encouraged to apply.This is the perfect opportunity to use the knowledge you've built in the field while stepping into a technical support career path.🌟 Why HVAC Technicians Love This Role✔ Stay in the HVAC industry ✔ No attics, crawlspaces, or rooftops ✔ No extreme weather ✔ Consistent weekday schedule ✔ Use your expertise to help other technicians succeedYour real-world field experience is exactly what makes you valuable in this role.

As a Tier 2 Technical Support Specialist, you'll provide advanced troubleshooting and technical guidance for heating, cooling, and domestic hot water systems.You'll collaborate with:

Your goal? Identify root causes, solve complex problems, and keep systems running efficiently.

• Provide phone and email technical support for contractors, dealers, engineers, architects, and homeowners • Troubleshoot hydronic heating, forced air systems, domestic hot water, air-conditioning, and heat pumps • Support Tier 1 agents with escalated technical cases • Assist Customer Service, Warranty, Returns, and Sales teams with product-related technical issues • Document troubleshooting steps and solutions in computer systems • Review support tickets, case queues, and department communications • Assist with complaint resolution and technical investigations • Contribute to product feedback and continuous improvement initiatives

 Review escalated cases, check support tickets, and plan troubleshooting strategies.

 Take calls from contractors or technicians facing difficult system problems and walk them through solutions step-by-step.

 Collaborate with Tier 1 support and internal teams to identify trends, coach agents, or solve complex cases.

 Document case notes, update troubleshooting records, and follow up on unresolved issues.

 Provide insights on product improvements, training opportunities, or technical documentation.You’ll still be solving real HVAC problems every day — just without ladders, rooftops, or extreme temperatures.

• 1–3 years of HVAC industry experience (installation, service, or troubleshooting) • High School Diploma or equivalent • Trade school certification may substitute for experience • Strong troubleshooting and root cause analysis skills • Ability to explain technical concepts clearly to technicians and customers • Comfortable using phone systems and computer-based tools • Ability to work independently while collaborating with a team

Experience with one or more of the following:• Heat pumps • Tankless water heaters • Residential boilers • Hydronic systems (Preferred) • System piping, venting, and wiring • Boiler controls and combustion systems • Air-conditioning circuits and compressors (Preferred) • Domestic hot water systemsCertifications such as NATE, EPA, Gas, or Oil licenses are a plus but not required.

• Occasional travel may be required for training or site visits • Opportunity for apprenticeship or specialized technical training • Work performed in a phone and computer-based office environment💡 

Join a team where your knowledge helps technicians across the country solve real problems every day.

Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

ContactUs is an equal opportunity employer. We do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law. All aspects of employment, including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs.