Technical Support Technician, EU

## About the Role As a Technical Support Technician at ThermalWorks, you will be the frontline of the Technical Service organization, providing first-response support to EU customers and working closely with the Director of Service. Your role will be critical in ensuring the smooth operation of our cutting-edge cooling systems, which have the potential to transform the economics and eco-metrics of commercial cooling. You will be part of a dynamic team that values efficiency, innovation, and customer satisfaction.

The role of a Technical Support Technician is multifaceted, requiring a combination of technical expertise, communication skills, and the ability to work under pressure. You will be responsible for responding to alarms, calls, and tickets, as well as validating system performance and executing approved runbook actions. Your ability to work independently and as part of a team will be essential in ensuring the success of our Technical Service organization.

ThermalWorks is committed to providing an integrated cooling system for data centers and commercial buildings that reduces energy demand, water consumption, and cost. Our solutions are sustainable, cutting-edge, and have the potential to make a significant impact on the environment. As a Technical Support Technician, you will be an integral part of our mission to provide innovative cooling solutions that transform the way businesses operate.

## What You Will Do - Respond to alarms, calls, and tickets in a timely and professional manner - Validate system performance, including mode, temperatures, flow, and unit status - Execute approved runbook actions and stabilization steps to ensure system stability - Capture trends, screenshots, and event timelines to support data-driven decision-making - Escalate potential issues or concerns to the Director of Technical Service or Manager, Technical Support Operations - Support EU CX as needed, including time-zone coverage, coordination, data collection, and escalation assistance - Collaborate with the Technical Service team to identify areas for improvement and implement process enhancements - Develop and maintain technical documentation to support knowledge sharing and training - Participate in training and professional development opportunities to stay up-to-date with industry trends and best practices

## What We Are Looking For - 2-4 years of experience supporting HVAC, controls, or mission-critical systems - Professional-level Spanish language skills - Basic understanding of chilled water systems and control fundamentals - Ability to follow runbooks and escalation procedures precisely - Comfortable working in a 24/7 support environment with strong documentation habits - Experience with data analysis and technical support tools - Excellent communication and problem-solving skills - Ability to work independently and as part of a team - Strong attention to detail and ability to prioritize tasks effectively

## Nice to Have - Experience with Excel and data visualization tools - Knowledge of sustainable cooling systems and energy-efficient technologies - Certification in HVAC or a related field - Experience working in a fast-paced, entrepreneurial environment - Familiarity with Agile methodologies and project management tools

## Benefits and Perks - Competitive salary and benefits package - Opportunity to work with a cutting-edge company in the field of sustainable cooling systems - Collaborative and dynamic work environment - Professional development and training opportunities - Flexible work arrangements and remote work options - Access to the latest tools and technologies in the industry - Recognition and reward for outstanding performance and contributions - Comprehensive health and wellness programs - Generous PTO and vacation time

- Develop a strong understanding of HVAC systems and control fundamentals to stand out as a candidate.

• Highlight your experience with data analysis and technical support tools in your application.
• Be prepared to demonstrate your problem-solving skills and ability to work under pressure during the interview process.
• Show a genuine interest in sustainable cooling systems and energy-efficient technologies to align with the company's mission and values.
• Practice your Spanish language skills to ensure you can communicate effectively with EU customers.
• Emphasize your ability to work independently and as part of a team, as well as your strong attention to detail and prioritization skills.
• Research the company's culture and values to understand their expectations and requirements.