Overview

ThermalWorks LLC offers a Technical Support Technician role focused on serving as the front line of the Technical Service organization, providing first response, system validation, and data capture during events. The role supports EU customer experience needs and operates within defined approval boundaries.

Key Responsibilities

• Respond to alarms, calls, and tickets; validate mode, temperatures, flow, and unit status
• Capture trends, screenshots, and event timelines
• Execute approved runbook actions and stabilization steps
• Escalate potential SOO or efficiency concerns with evidence, not speculation
• Support EU CX as needed (time‑zone coverage, coordination, data collection, escalation assistance)

Authority / Limits

• Overrides permitted only with explicit approval from the Director of Technical Service or Manager, Technical Support Operations
• All overrides must b...