HVAC Tier II Technical Support Specialist (Engineering)

TL;DR

HVAC Tier II Technical Support Specialist (Engineering): Providing advanced technical assistance and resolving complex customer issues for LG HVAC products with an accent on second-level troubleshooting and cross-departmental collaboration. Focus on resolving escalated technical problems, mentoring Tier 1 agents, and contributing to the knowledge base for continuous product improvement.

Location: Onsite in Farmers Branch, TX

Salary: $65,000 - $75,000 USD

Company

Global leader in technology providing innovative solutions for home appliances, vehicle, and eco solutions under the brand promise 'Life's Good'.

What you will do

• Deliver second-level technical support via phone, email, and internal systems.
• Troubleshoot and resolve complex escalated issues beyond Tier 1 capabilities.
• Collaborate with engineering, Customer Care, and field service teams to find accurate solutions.
• Document technical solutions and create knowledge base articles.
• Mentor and train Tier 1 agents.
• Identify and report recurring product issues to support process improvements.

Requirements

• Associate’s or Bachelor’s degree in HVAC, Engineering, Electronics, or equivalent experience.
• Minimum 2 years of experience in technical support or HVAC service.
• Strong understanding of HVAC systems, diagnostics, and repair procedures.
• Experience with CRM or ticketing systems (e.g., Salesforce, ServiceNow).
• Must be based in or able to work onsite in Farmers Branch, TX.

Nice to have

• EPA Certification.
• NATE Certification.

Culture & Benefits

• Comprehensive medical, dental, vision, and prescription benefits with no-cost employee premiums.
• 401(k) Retirement Savings Plan with immediate vesting and company matching.
• Generous Paid Time Off including combined sick and vacation time.
• Performance-based Short-Term Incentives.
• Paid parental leave and support for families with special needs.
• Collaborative team environment with regular office events and team-building activities.