Engineer Technical Support I

Summary

The company is a global climate technologies provider focused on sustainable HVACR, cold-chain, software, and monitoring solutions. The Engineer Technical Support I provides technical support for HVAC and refrigeration systems through phone, email, and chat, troubleshooting issues, configuring controllers, supporting remote commissioning, validating data, and assisting with reporting automation and documentation.

Responsibilities

• Respond to customer support inquiries via phone, email, and chat, addressing both basic and moderately complex issues, and performing initial concern triage
• Perform troubleshooting for controllers and system applications, providing effective solutions to technical and operational problems
• Analyze, review, and correct code-related issues impacting system behavior, data extraction routines, automated reporting, or remote monitoring functions
• Support troubleshooting related to site connectivity, including VPN tunnel connections and cellular communication to monitoring platforms
• Document all interactions by creating detailed cases for proper tracking, review, and reporting
• Develop visual guides for troubleshooting or installation, such as technical drawings, work instructions, or troubleshooting guides, to support customer resolutions
• Independently program Copeland Supervisory Controllers (e.g., E2, E3, Site Supervisor) using appropriate reference documents and tools
• Assist in troubleshooting and optimizing controller configurations to improve system performance, data reliability, and remote connectivity
• Support the correction and optimization of scripts or routines used for data extraction, transformation, and integration with monitoring and reporting platforms
• Assist in validating data accuracy and consistency used for automated reports
• Conduct remote commissioning via phone for start-up sites, ensuring all systems are operational before final sign-off with the contractor on-site
• Verify proper controller configuration, network connectivity, VPN tunnel availability, and cellular communication prior to site acceptance
• Confirm readiness for remote monitoring, data extraction, and automated reporting
• Assist in creating graphical custom screens using standard tools and templates, including mapping graphical instruments and installing them on PCs
• Support basic validation of displayed values against backend data sources and live site data
• Provide technical assistance for temperature monitoring products, particularly for Food Service Applications, ensuring proper functionality, communication stability, and data integrity
• Support the automation of report generation and distribution using tools such as **Power BI** and automated email delivery
• Assist in monitoring and correcting issues related to scheduled reports, data refreshes, connectivity disruptions, and report delivery failures
• Contribute to the team Knowledge Base by documenting FAQs, troubleshooting steps, connectivity procedures (VPN and cellular), and data/reporting-related processes
• Actively participate in cross-training sessions, team meetings, and interdepartmental training to expand technical, networking, analytical, and programming skills

Benefits

• End-to-end employee development beginning at onboarding and continuing through senior leadership
• Employee resource groups that support culture and community building