Advanced- Cooling Technical Support Specialist

Schneider Electric•Buffalo, NY

3d•Remote

About The Position

The Advanced Cooling Technical Support Specialist provides advanced technical support for mission-critical liquid cooling systems in demanding data center environments. This U.S.-based remote role focuses on complex troubleshooting, root-cause analysis, and technical guidance for customers and technical teams supporting cooling technologies used in AI and high-performance computing. The specialist collaborates with Core Technical Support, Field Service, Engineering, Quality, and other teams to resolve challenging technical issues. In addition to resolving cases, the specialist strengthens the support organization by improving troubleshooting practices, sharing technical knowledge, supporting training, and influencing service documentation and processes. Most support is delivered remotely by phone, email, the Case Management/CRM system, and other technical support tools. Occasional travel to customer sites or company facilities may be required for product exposure, training, technical observation, or complex issue support, with travel potentially reaching approximately 25% annually. The position is not intended to provide routine Field Service or preventive maintenance coverage. The role participates in a scheduled 24/7/365 on-call rotation, including after-hours support. The position reports to the Technical Support Manager. The stated U.S. pay range is USD 86,400–129,600 per year, including base pay and short-term incentives. The role is full-time. Schneider Electric describes benefits including medical, dental, vision, basic life insurance, flexible work arrangements, paid family leaves, well-being programs, 12 holidays, 15 days of paid time off, company share ownership, a 401(k) with match, career development resources, volunteer leave, and military leave benefits.

Requirements

5 or more years of experience in technical support, HVAC/R, mission-critical cooling, Field Service, or a similar advanced technical troubleshooting role.
Strong HVAC/R, refrigeration, chiller, liquid cooling, mission-critical cooling, or related technical expertise.
Demonstrated experience troubleshooting electrical, mechanical, controls, and electro-mechanical systems.
Experience reading and interpreting electrical schematics and working with single-phase and three-phase electrical systems.
Advanced troubleshooting skills and a methodical approach to complex problems, including root-cause analysis.
Knowledge of electrical and electro-mechanical systems, including single-phase and three-phase power.
Ability to interpret 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 gathering technical information and developing effective troubleshooting paths.
Sound technical judgment, including knowing when to involve Engineering, Quality, or other specialized resources.
Strong written, email, and verbal communication skills, including the ability to explain complex technical concepts to customers and technicians with varying experience levels.
Strong documentation and case-management habits, ability to manage multiple priorities, and ownership of cases through resolution.
Ability to work independently in a remote environment while collaborating with 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 HVAC/R, refrigeration, electrical, mechanical, controls, electronics, or a related discipline, or an equivalent combination of education and relevant technical experience.

Nice To Haves

Experience with liquid cooling, chillers, or mission-critical cooling systems.
Experience supporting data centers or other mission-critical environments.
Advanced technical support, complex troubleshooting, or technical escalation experience.
Experience with CRM, case management, or service management systems.

Responsibilities

Serve as an advanced technical resource for mission-critical liquid cooling systems.
Own complex technical issues and escalations requiring advanced 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 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.
Recommend improvements to products, manuals, troubleshooting methods, and support processes based on lessons learned from real-world issues.
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 scheduled 24/7/365 on-call rotation to provide advanced after-hours technical support.