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About the Role

Provide advanced technical support for mission-critical liquid cooling systems in demanding data center environments. Help customers and technical teams solve complex issues while developing deep expertise in cooling technologies supporting AI and high-performance computing. This U.S.-based remote role focuses on advanced troubleshooting, root-cause analysis, and technical guidance, collaborating with various internal teams to drive issue resolution and improve support practices.

Responsibilities

Serve as an advanced technical resource for mission-critical liquid cooling systems.
Take ownership of complex technical issues and escalations requiring deeper troubleshooting and product knowledge.
Support customers, Core Technical Support, and Field Service personnel with advanced diagnostics and issue resolution.
Analyze alarms, operating data, electrical schematics, system performance, case history, and technical documentation to identify root causes and corrective actions.
Use the Case Management/CRM system extensively to document troubleshooting, manage case activity, communicate updates, track ownership, and maintain accurate records through resolution.
Provide remote technical guidance to customers and field personnel performing fault isolation and troubleshooting of liquid cooling and electro-mechanical systems.
Provide technical guidance for system startup, commissioning, and deployment activities.
Identify parts and components needed to support equipment repairs and technical resolution.
Collaborate with Core Technical Support, Dispatch, Field Service, Engineering, Quality, Training, and Sales to resolve customer and product issues.
Create and improve Knowledge Articles, troubleshooting guides, service bulletins, procedures, and other technical documentation.
Use lessons learned from real-world issues 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 occasional customer site or company facility visits for product exposure, training, technical observation, or complex issue support when appropriate.
Participate in a 24/7/365 on-call rotation to provide advanced after-hours technical support when scheduled.

Requirements

Strong HVAC/R, refrigeration, chiller, liquid cooling, mission-critical cooling, or related technical expertise.
Advanced troubleshooting skills and a methodical approach to complex problems.
Ability to look beyond an alarm or symptom and work toward 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 turning field information into an effective troubleshooting path.
Strong technical judgment, including when to involve Engineering, Quality, or other specialized resources.
Strong written, email, and verbal communication skills, with the ability to explain complex technical concepts clearly to customers and technicians with different experience levels.
Strong documentation and case-management habits, with the ability to work extensively in a Case Management/CRM system, manage multiple priorities, and maintain 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.

Skills

HVAC/R
Refrigeration
Chiller systems
Liquid cooling systems
Mission-critical cooling
Advanced troubleshooting
Root-cause analysis
Electrical systems
Electro-mechanical systems
Single-phase power
Three-phase power
Electrical schematics interpretation
Technical drawings interpretation
Sequences of operation interpretation
Technical specifications interpretation
Pumps
Heat exchangers
Controls
Sensors
Valves
Actuators
Fluid systems
Remote troubleshooting
Technical judgment
Written communication
Verbal communication
Documentation
Case management
CRM systems
Prioritization
Independent work
Collaboration
On-call rotation

Location

U.S.-based remote

Work Type

Remote
Full-time

Experience Level

5+ years of experience in technical support, HVAC/R, mission-critical cooling, Field Service, or a similar advanced technical troubleshooting role.
Advanced technical support experience
Complex troubleshooting experience
Technical escalation experience

Education Level

Associate degree or technical training in HVAC/R, refrigeration, electrical, mechanical, controls, electronics, or a related discipline preferred, or an equivalent combination of education and relevant technical experience.

Salary/Compensations

USD 86,400 - USD 129,600 per year

Benefits

Medical (with member reward points)
Dental
Vision
Basic life insurance
Benefit Bucks
Flexible work arrangements
Paid family leaves
Well-being programs
12 holidays per year
15 days of paid time off per year
Competitive pay
Incentives
Company share ownership
401(k) with match
Performance discussions
Global opportunities
Schneider Career Hub
Learning platforms like Coursera
Collaboration
Recognition
Sharing your voice
Inclusive workplace
Volunteer leave
Programs with the Schneider Electric Foundation
Youth education initiatives
Military leave benefits

About the Company

Schneider Electric is a global company with €40 billion in revenue, +9% organic growth, and over 150,000 employees in 100+ countries.
The company's culture is built on IMPACT values: Inclusion, Mastery, Purpose, Action, Curiosity, Teamwork.
Schneider Electric aims to be the most inclusive and caring company in the world, providing equitable opportunities and ensuring all employees feel valued and safe.
The company upholds high standards of ethics and compliance, with a Trust Charter serving as its Code of Conduct.

Equal Opportunity

Schneider Electric is an Equal Opportunity Employer.
Provides equal employment and advancement opportunities regardless of race, religion, color, gender, disability, national origin, ancestry, age, military status, sexual orientation, marital status, or any other legally protected characteristic or conduct.