Advanced- Cooling Technical Support Specialist

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.

Bring your HVAC, refrigeration, controls, chiller, or liquid cooling expertise to one of the fastest-evolving areas of the cooling industry.

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.

• 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.

You are likely a strong fit if you are the person others turn to when the answer is not obvious. You bring:

• 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…