Technical Support Engineer
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Overview
Where is the work:
The Technical Support Engineer provides advanced technical assistance for Trane HVAC equipment, controls, and systems. This role supports customers, field technicians, service teams, and internal stakeholders by diagnosing issues, guiding troubleshooting efforts, and ensuring high-quality resolution of technical problems. The position plays a key part in maintaining customer satisfaction, system reliability, and operational excellence.
Key Responsibilities
Learn about our benefits designed for you to Thrive at work and at home.
We boldly go.
Overview
Where is the work:
The Technical Support Engineer provides advanced technical assistance for Trane HVAC equipment, controls, and systems. This role supports customers, field technicians, service teams, and internal stakeholders by diagnosing issues, guiding troubleshooting efforts, and ensuring high-quality resolution of technical problems. The position plays a key part in maintaining customer satisfaction, system reliability, and operational excellence.
Key Responsibilities
- Provide remote technical support for Trane HVAC equipment, including troubleshooting, diagnostics, and performance analysis.
- Support field technicians and service teams by offering guidance on repair procedures, system configurations, and best practices.
- Assist customers and channel partners with product application, system operations, and control strategies.
- Document recurring issues and collaborate with engineering, product support, and quality teams to drive root-cause analysis and long-term solutions.
- Review system data, logs, and configurations to identify operational issues and recommend corrective actions.
- Develop and deliver technical training, knowledge-base content, and support materials.
- Communicate technical concepts clearly to both technical and non-technical audiences.
- Escalate complex or unresolved issues to engineering teams and follow through to resolution.
- Support continuous improvement initiatives for products, processes, and support tools.
- Strong understanding of HVAC systems, refrigeration cycles, and mechanical/electrical troubleshooting.
- Familiarity with Trane equipment, controls (such as Tracer®, Symbio®), and building automation systems is beneficial.
- Ability to analyze technical data, performance metrics, and system trends.
- Excellent problem-solving skills and customer service mindset.
- Clear written and verbal communication skills.
- Ability to work cross-functionally with engineering, service, sales, and product teams.
- Relevant technical degree or equivalent HVAC/mechanical/electrical experience.
- Experience in HVAC field service, commissioning, or equipment troubleshooting.
- Knowledge of controls programming, networked systems, or BAS integration.
- Understanding of safety procedures, industry codes, and best practices.
- Primarily office or technical support with occasional site visits depending on team needs.
- Fast response to customer and technician inquiries with a focus on issue resolution and system uptime.
- Collaboration with multiple teams to maintain high standards for product performance and customer experience.