• Handle customer requests via email and chat (with an occasional video call). • Provide outstanding customer support. • Solve your customer's issues, working with Engineering and Product to get the best possible outcome for our customers. • Work with Customer Success and Account Management to help resolve their customers’ issues. • Document what you learn. • Become an expert on Bitsight platform functionality and methodology.

• help to provide customer and internal team support by executing on engineering problems as they arise

About incident.io incident.io is the leading AI incident response platform, built to help teams dramatically reduce incident response time and improve reliability. We bring together on-call, incident response, AI SRE, and status pages in a single platform, giving teams everything they need to respond quickly, reduce downtime, and keep customers in the loop. Since launching in 2021, we’ve helped over 1,500 companies, including Netflix, Airbnb, and Block, run more than 500,000 incidents. Every month, tens of thousands of responders across Engineering, Product, and Support use incident.io to restore services faster, stay aligned under pressure, and focus on building what matters. We’re a fast-growing, highly ambitious team that cares deeply about our customers, product quality, and making it magic. We’ve raised $100M from Index Ventures, Insight Partners, and Point Nine, alongside founders and executives from world-class technology companies. The Team The Technical Support Team is usually the first line of communication between incident.io and our customers. We’re part of Product Development, and we’re crucial in ensuring our customers have the best possible experience with our product. It’s typical for us to jump on customer calls if needed, discuss best approaches, and provide support when a bug sneaks in. We also collaborate with Product and Engineering, being an essential part of delivering the best possible product. What you’ll be doing: You’ll be joining as a Technical Support Engineer and be responsible for delighting our customers by solving their technical challenges. - Delivering a world-class customer experience for inbound support questions over Slack and Pylon - Acting as the voice of the customer, by capturing product feedback and feature requests for Product and Engineering - Handling technical challenges that arise with customers in partnership with our Customer Success Managers - Expanding our technical support processes in collaboration with the Head of Technical Support - Resolving customer technical issues directly with Engineering, to debug integration issues, write custom scripts, and work with our API What you need to be successful: - Proven experience in a similar role, preferably at a SaaS company, with some experience with monitoring and on-call systems - Able to write code at least enough to be dangerous and proficient enough to tackle technical challenges - Able to communicate complex technical information by conveying in a clear and simple manner - Love products and are keen to understand how they work and how different parts interact with one another - You are smartly persistent; have a knack for knowing when to dig deep and when to move on What we offer: We’re building a place where great people can do their best work—and that means looking after you and your family with benefits that support health and personal growth. - Market leading private medical insurance - Generous parental leave - First Friday of the month off - Generous annual leave/PTO allowance - Competitive salary and equity - Remote working and personal development budget - Enhanced pension/401k

About Us We are a global climate technologies company engineered for sustainability. We create sustainable and efficient residential, commercial and industrial spaces through HVACR technologies. We protect temperature-sensitive goods throughout the cold chain. And we bring comfort to people globally. Best-in-class engineering, design and manufacturing combined with category-leading brands in compression, controls, software and monitoring solutions result in next-generation climate technology that is built for the needs of the world ahead.  Whether you are a professional looking for a career change, an undergraduate student exploring your first opportunity, or recent graduate with an advanced degree, we have opportunities that will allow you to innovate, be challenged and make an impact. Join our team and start your journey today! Job Description A Support Center Commissioning Technician is a knowledgeable professional who provides advanced technical assistance, system validation support, and troubleshooting for refrigeration and controls systems. This role supports both project-related activities and ongoing technical support working closely with field technicians, project teams, and internal/external stakeholders to ensure systems are properly configured, supported, and transitioned into operational use.   AS A SUPPORT CENTER COMMISSIONING TECHNICIAN, YOU WILL:   Technical Support & Project Support: - Serve as the primary North American Technical and Project Support resource for internal and external stakeholders - Provide remote system checkout and validation support, including controller programming, configuration review, and functional testing and troubleshooting. - Support store onboarding activities, ensuring systems are properly configured and ready for operational support. - Perform and support Programming Change Requests (PCRs) and configuration updates based on project requirements and operational needs. - Deliver frequent ad-hoc technical support and project-related assistance, including escalations, special initiatives, and non-standard requests. - Provide remote technical support to diagnose, troubleshoot, and resolve issues related to refrigeration equipment, controls, compressors, valves, sensors, and refrigerant circuits. - Collaborate with field technicians, project managers, engineers, and internal/external teams to resolve complex issues and ensure timely resolution. - Act as a subject-matter expert for systems, configurations, and support workflows. Documentation & Reporting: - Maintain accurate records of support and project activities, system programming, configuration changes, and issue resolutions. - Document programming updates, onboarding activities, and system readiness outcomes. - Generate reports outlining system performance trends, recurring issues, and recommendations for improvement. - Contribute to internal knowledge bases, standard work instructions, and technical documentation. Training & Knowledge Support: - Support training efforts for technicians and internal teams related to system programming, remote checkout processes, and support standards. - Assist in developing training materials, job aids, and reference documentation to promote consistent execution and knowledge sharing.   REQUIRED EDUCATION, EXPERIENCE & SKILLS: - Minimum 3 years of experience in HVAC/R controls. - Minimum 2 years of experience with BAS, BMS, or facility controls systems. - Strong troubleshooting and remote support capabilities. - Ability to manage competing priorities in a fast-paced, SLA-driven environment.   PREFERRED EDUCATION, EXPERIENCE & SKILLS: - Experience supporting food retail refrigeration or case controllers. - Strong electrical print reading and communication troubleshooting skills. - Experience supporting large enterprise or retail customers. Remote Work Arrangement:   This role is fully remote. As a remote colleague, you may be required to travel to a Copeland site regularly to collaborate with your team or customers as needed. Copeland is committed to fostering a productive and connected culture, so you will have the opportunity to work with your team and leader to understand your team operating principles to collaborate effectively.  Our compensation philosophy is simple: we pay a competitive base salary, within the local market in which we operate, and reward performance during our annual merit review process. In accordance with Colorado EPEWA, the salary/pay range for this role is $70,000-$95,000 annually, commensurate with the skills, talent, capabilities, and experience each candidate brings to a role. Working Conditions:   While performing the duties of this job, the employee is frequently exposed to moving mechanical parts, outside weather conditions, extreme cold, extreme heat, and risk of electrical shock. The employee is occasionally exposed to wet and/or humid conditions, high precarious places, fumes or airborne particles, and vibration.  #LI-KP1 #LI-Remote Our Commitment to Our People Across the globe, we are united by a singular Purpose: Sustainability is no small ambition. That’s why everything we do is geared toward a sustainable future—for our generation and all those to come. Through groundbreaking innovations, HVACR technology and cold chain solutions, we are reducing carbon emissions and improving energy efficiency in spaces of all sizes, from residential to commercial to industrial. Our employees are our greatest strength. We believe that our culture of passion, openness, and collaboration empowers us to work toward the same goal - to make the world a better place. We invest in the end-to-end development of our people, beginning at onboarding and through senior leadership, so they can thrive personally and professionally. Flexible and competitive benefits plans offer the right options to meet your individual/family needs: medical insurance plans, dental and vision coverage, 401(k) and more. We provide employees with flexible time off plans, including paid parental leave, vacation and holiday leave.  Together, we have the opportunity – and the power – to continue to revolutionize the technology behind air conditioning, heating and refrigeration, and cultivate a better future. Learn more about us and how you can join our team! Our Commitment to Inclusion & Belonging At Copeland, we cultivate a strong sense of inclusion and belonging where individuals of all backgrounds, and with diverse perspectives, are embraced and treated fairly to enable a stronger workforce. Our employee resource groups play an important role in culture and community building at Copeland. Work Authorization Copeland will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1 with OPT or CPT, H-1, H-2, L-1, B, J or TN, or who need sponsorship for work authorization now or in the future, are not eligible for hire. Equal Opportunity Employer Copeland is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, age, marital status, political affiliation, sexual orientation, gender identity, genetic information, disability or protected veteran status. We are committed to providing a workplace free of any discrimination or harassment. If you have a disability and are having difficulty accessing or using this website to apply for a position, please contact: copeland.careers@copeland.com