HVAC Technical Support Specialist Tier II

The HVAC Technical Support Specialist Tier II role at Comfortside LLC is an onsite position based in Hialeah Gardens, FL. This position serves as the primary escalation point for difficult technical cases while providing leadership through mentoring, coaching, training, and knowledge-sharing across the Technical Support team.

Location and Compensation

Location: Hialeah Gardens, FL (onsite)

Salary: USD 30 - 38 per hourly

Role Summary

The HVAC Technical Support Specialist II combines advanced HVAC troubleshooting with team leadership responsibilities. The role supports HVAC contractors across complex installation and performance scenarios, and it leads escalation and technical knowledge-sharing for inverter HVAC products.

Key Responsibilities

• Deliver advanced technical support to HVAC contractors via phone, email, and online platforms.
• Troubleshoot complex installation, startup, commissioning, communication, and performance issues.
• Diagnose advanced problems across electrical, controls, inverter, and refrigeration systems.
• Support ductless, ducted, multi-zone, and light commercial HVAC systems.
• Use and interpret wiring diagrams, installation photos, videos, and technical documentation to resolve field issues.
• Assist with warranty investigations and root cause analysis.
• Document support cases and identify recurring product trends.
• Act as the primary escalation point for Tier I Technical Support Specialists.
• Mentor, coach, and train Technical Support team members, including assisting with onboarding of new specialists.
• Lead technical knowledge-sharing sessions within the department.
• Promote best practices, consistency, and high-quality customer service.
• Serve as a technical leader and subject matter expert for all inverter HVAC products.

Required Qualifications

• Minimum 5 years of hands-on HVAC experience.
• Extensive experience with inverter HVAC systems.
• Strong knowledge of ductless systems.
• Strong knowledge of ducted inverter equipment.
• Strong knowledge of multi-zone systems.
• Strong knowledge of refrigeration diagnostics.
• Strong knowledge of electrical troubleshooting.
• Strong knowledge of controls and communication systems.
• Ability to read advanced wiring diagrams and technical documentation.
• HVAC Certification required.
• English and Spanish required.

Preferred Qualifications

• Previous experience providing technical support or training.
• Leadership or mentoring experience.
• Excellent communication and problem-solving skills.

Benefits

• Health Insurance
• Dental Insurance
• Vision Insurance
• Paid Time Off
• 401(k) plan with 3% employer contribution
• Profit Sharing Plan
• Employee Discounts
• Health insurance
• Paid time off