HVAC Tier II Technical Support Specialist

Job Summary

Tier 2 Technical Support Specialist – Air Conditioning Technologies

• Deliver second‑level technical support via phone, email, and internal systems.
• Troubleshoot and resolve escalated issues beyond Tier 1 capabilities.
• Collaborate with engineering, Customer Care, and field service teams to resolve complex problems.
• Document solutions and contribute to knowledge base articles.
• Mentor Tier 1 agents and assist with training and Q&A sessions.
• Identify and report recurring issues to support product and process improvements.
• Maintain high levels of customer satisfaction through professional communication.
• Participate in ongoing product training and certification programs.
• Maintain key performance indicators (KPIs).
• Log all interactions and resolutions in the CMS system.
• Provide parts support and assist callers across all product types.
• Stay current with product literature and manuals.
• Coordinate with other technical support agents to ensure seamless service.

• Associate’s or Bachelor’s degree in HVAC, Engineering, Electronics, or equivalent experience.
• Minimum 2 years of experience in technical support or HVAC service.
• Strong understanding of HVAC systems, diagnostics, and repair procedures.
• Excellent problem‑solving and communication skills.
• Experience with CRM or ticketing systems (e.g., Salesforce, Service Now).
• Ability to work independently and manage multiple priorities.
• EPA Certification and/or NATE Certification is a plus.

$65,000 – $75,000 USD

• No‑cost employee premiums for you and your eligible dependents for medical, dental, vision, and prescription benefits.
• Auto enrollment with immediate vesting of company matching contributions in a 401(k) Retirement Savings Plan with several investment options.
• Generous Paid Time Off program including company holidays and a combined bank of paid sick and vacation time.
• Performance‑based short‑term incentives (varies by role).
• Access to confidential mental health resources and personal fitness goal incentives.
• Family‑oriented benefits such as paid parental leave and support for families raising children with learning, social, behavioral challenges, or developmental disabilities.
• Group rate life and disability insurance.

• Eligible for the relevant benefit programs offered through partner agencies.

All qualified applicants will be considered for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation or gender identity), national origin, age, disability, genetic information, protected veteran status or any other characteristic protected by applicable federal, state or local law.

For accommodation requests, please contact 973‑477‑7090 or

In addition, LG believes that pay transparency is a key part of diversity, equity, and inclusion. Our salary ranges take into account many factors in making compensation decisions including skill set, experience, licensure, certifications, internal equity, and other business needs. Geographic pay differentials may be considered in final offers.