Advanced - Cooling Technical Support Specialist

Join Schneider Electric as an advanced remote technical support specialist supporting mission-critical liquid cooling systems in demanding data center environments. This U.S.-based role combines complex troubleshooting with real impact, backed by competitive compensation, flexible work arrangements, and strong benefits including medical, dental, vision, life insurance, and retirement matching.

What you’ll do

• Serve as an advanced technical resource for mission-critical liquid cooling systems, taking ownership of complex escalations that require deeper product and troubleshooting knowledge.
• Support customers, Core Technical Support, and Field Service teams using advanced diagnostics to resolve liquid cooling and electro-mechanical issues.
• Perform root-cause analysis by reviewing alarms, operating data, electrical schematics, system performance, case history, and technical documentation.
• Use the Case Management/CRM system to document troubleshooting, manage case activity, communicate updates, track ownership, and maintain accurate records through resolution.
• Provide remote technical guidance for fault isolation and troubleshooting activities led by customers and field personnel.
• Provide technical guidance for system startup, commissioning, and deployment activities.
• Identify and recommend parts and components needed for repairs and technical resolution.
• Collaborate with teams across Engineering, Quality, Training, Dispatch, Field Service, and Sales to resolve customer and product issues.
• Create and improve Knowledge Articles, troubleshooting guides, service bulletins, procedures, and other technical documentation.
• Apply lessons learned from real-world incidents 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 a 24/7/365 on-call rotation to provide advanced after-hours technical support when scheduled.
• Complete occasional customer site or company facility visits for product exposure, training, technical observation, or complex issue support when appropriate (travel up to approximately 25% annually).

What you bring

• Strong HVAC/R, refrigeration, chiller, liquid cooling, mission-critical cooling, or related technical expertise.
• Advanced troubleshooting capability and a methodical approach to complex problems.
• The ability to work beyond alarms or symptoms to determine the underlying root cause.
• Strong knowledge of electrical and electro-mechanical systems, including single-phase and three-phase power.
• Ability to confidently read and interpret electrical schematics, technical drawings, sequences of operation, and technical specifications.
• Familiarity with pumps, heat exchangers, controls, sensors, valves, actuators, and fluid systems.
• Ability to troubleshoot remotely by asking the right technical questions and converting field information into an effective troubleshooting path.
• Strong technical judgment, including knowing when to involve Engineering, Quality, or other specialized resources.
• Strong written, email, and verbal communication skills to explain complex concepts clearly to customers and technicians with different experience levels.
• Strong documentation and case-management habits, with extensive experience working in a Case Management/CRM system and maintaining ownership through resolution.
• Ability to work independently in a remote environment while collaborating closely across technical teams.
• Availability to participate in a 24/7/365 on-call rotation, including nights, weekends, and holidays when scheduled.
• Associate degree or technical training in a related discipline is preferred, or an equivalent combination of education and relevant technical experience.
• 5+ years of experience in technical support, HVAC/R, mission-critical cooling, Field Service, or a similar advanced troubleshooting role.
• Demonstrated experience troubleshooting electrical, mechanical, controls, and electro-mechanical systems, including reading and interpreting electrical schematics for single-phase and three-phase systems.
• Experience with liquid cooling, chillers, or mission-critical cooling systems is highly desirable, and experience supporting data centers or mission-critical environments is preferred.
• Experience in advanced technical support, complex troubleshooting, or technical escalation is preferred.
• CRM/case management/service management system experience is a plus.

Compensation and benefits

• Pay range: USD 86,400 - USD 129,600 per year (base pay and short-term incentives).
• Medical, dental, vision, and basic life insurance (with member reward points).
• Benefit Bucks.
• Flexible work arrangements.
• Paid family leaves.
• Well-being programs.
• 12 holidays per year and 15 days of paid time off per year.
• Competitive pay and programs including base salary, incentives, and company share ownership.
• 401(k) with match.

Schedule, reporting, and work details

• You will report to the Technical Support Manager.
• This is a U.S.-based remote role. The majority of support is delivered through phone, email, the Case Management/CRM system, and other technical support tools.
• This position is not intended to provide routine Field Service or preventive maintenance coverage.
• Occasional travel may be required up to approximately 25% annually for product exposure, training, technical observation, or complex issue support.
• Participation in a 24/7/365 on-call rotation is required when scheduled.