• Engage directly with customers support tickets, providing timely, accurate, and empathetic support to meet defined SLAs. • Triage, investigate, and resolve technical and product issues related to cryptocurrency transactions, blockchain ledger activity, and API integrations. • Own customer escalations end-to-end, collaborating closely with Engineering. • Participate in on-call rotations, including occasional weekend coverage, to support our global 24/7 operations. • Lead and contribute to incident management efforts, including post-incident reviews and root cause analysis. • Build, improve, and maintain internal support tooling and operational workflows, utilizing AI-driven engineering tools to increase team efficiency and automate recurring tasks. • Improve external help documentation and maintain an internal library of high-quality, vetted answers for recurring issues. • Provide technical expertise for core products, participating in bug bashes and UAT as needed. • Drive and contribute to team OKRs and cross-functional projects that improve customer experience, reliability, and operational excellence. • Act as a technical leader and escalation point within the team, guiding peers on complex issues and best practices.

• Develop and maintain tools and functionality to expand the platform’s support capability. • Be part of the on-call rota. • Generate reliability reports. • Work with other specialists to implement features on time, to quality, and to specification. • Understand testing methodologies and be able to write testable code along with the relevant tests.

• Be the frontline agent: Triage, investigate, manage, and annihilate complex customer issues involving Chainguard Images. • Escalate wisely: Engage the Engineering team when things get spicy. • Communicate like a pro: Keep customers (and your SLAs) happy, informed, and impressed. • Bridge the tech lingo divide: Explain things clearly to both code whisperers and non-tech humans. • Document like a librarian: Create detailed write-ups of new issues and throw helpful Knowledge Base nuggets into the mix. • Channel your inner detective: Prioritize your own queue, drive clarity in communication, and proactively guide issues to resolution. • Speak up smartly: Push bugs, feature requests, and hidden gremlins up to Engineering and GTM teams. • Learn, teach, repeat: Seek new challenges, share wisdom, and maybe teach someone your favorite GitHub ninja trick. • Be there when it counts: Participate in an on-call rotation for after-hours, weekend, and holiday support.

Be a part of our mission! As a world leader in creating comfortable, sustainable, and efficient climate solutions for buildings, homes and transportation, it's our responsibility to put the planet first. For us at Trane Technologies, and through our businesses including Trane® and Thermo King, sustainability is not just how we do business—it is our business. Do you dare to look at the world's challenges and see impactful possibilities? Do you want to contribute to making a better future? If the answer is yes, we invite you to consider joining us in boldly challenging what's possible for a sustainable world. Learn about our benefits designed for you to Thrive at work and at home. We boldly go. Where is the work: Virtual As a Technical Support Engineer, you will provide technical support for the startup, operation, and service of Trane Commercial Catalog/Custom Air Handling equipment, which includes various Data Center AHUs, VAV Terminal Air Units, and applicable unit controls. Excellent customer service skills and documentation of work performed are required when communicating with our customers, technicians, and administrators. As an Airside Technical Support Engineer, you will be able to assist technicians in the troubleshooting process utilizing knowledge of various HVAC systems such as: Indoor and Outdoor air handlers, Gas and Electric Heat, coil circuiting and operation, VAV terminal air units, and unit applied controls. Engineers in this role must have extensive field experience, giving them the knowledge required to remotely guide customers through equipment and describe what they are seeing, keep customers safe by evaluating their skill level, and confidently determine the best course of action. Will need to demonstrate an ability to apply basic electrical theory, unit-level controls, airflow dynamics, and basic refrigeration theory, as well as their field experience. What you will do:    - Responsible for assisting customers remotely through the startup, operation, and diagnosis/troubleshooting of a wide variety of HVAC Airside & Terminal products. - Uses a variety of resources (experience, literature, people, and problem-solving skills) to remotely determine the root cause of an issue and determine the best course of action to put the customer first. - Daily, required to make pivotal decisions regarding the dispensation of company resources to resolve customer issues. - Manage and leverage relationships with manufacturing site teams as well as field offices. - During shift hours, diligently monitors inbound technical support requests and stays in constant contact with those customers until their issues are resolved in a timely and consistent manner. - Responsible for determining the level of experience of customers requesting assistance, ensuring they stay safe and are not asked to perform beyond their means. - Documents work by following pre-defined procedures and completing documentation of support given. - As a subject matter expert, creates standard work and documents solutions that can be shared internally and externally across the company. - Responsible for coordination with internal teams concerning quality escapes, design errors, and Service Alerts or Bulletins. What you will bring:  - 5+ years of experience preferred but not required in servicing HVAC equipment and systems. - Associates or Bachelors degree is preferred but not required. - Professionally trained on various Trane equipment. - Ability to travel up to 10%. - Ability to define problems, collect data, establish facts, and draw valid conclusions. - Ability to understand and apply temperature and pressure theories as well as basic electrical theories and applications. - Operating knowledge of Microsoft office software and working proficiency with a handheld computer (i.e. Smartphone, iPad). - Ability to manage support cases within Zendesk (Customer Support Software) - While performing the duties of this job, the employee is regularly required to sit, type, read, talk, and listen. The employee must be able to meet the physical demands of typical HVAC equipment service routines. Key Competencies: - Excellent written and verbal communication. - Ability to troubleshoot complex refrigeration and electrical systems. - Keeps current on Trane Airside & Terminal Commercial products concerning installation, operation, maintenance, service, and repair. - Additional knowledge of BAS systems would be beneficial but not required. - Adaptable and possesses the ability to prioritize multiple high-priority customer cases. - Flexibility to work extended hours on occasionally, when jobsite travel or remote support is required for our customers. - Ability to meet short- and long-term deadlines. - Effectively meet the needs of internal and external customers. - Ability to work regularly and dependably. - Ability to function in a team environment. - Demonstrate ability to cope with stress and maintain a pleasant and cooperative temperament with internal and external customers. - Demonstrate ability to perform mental tasks such as making decisions, learning, thinking rationally and exercising good judgment Annual Base Salary Range or Hourly Base Pay Range: $69,600.00 - $124,950.00Compensation Type: SalaryIncentive Eligible: NoSales Commission Eligible: No Disclaimer: We strive to provide competitive compensation for this position, tailored to a variety of factors. The actual compensation will depend on elements such as seniority, merit, geographic location, education, experience, travel requirements, and union designation. Our compensation range is generally based on the national average for the country. Additionally, benefits may vary depending on the region, business alignment, union involvement, and employee status. Safety Sensitive Role: NoThe company designates certain roles as Safety Sensitive. Safety Sensitive roles may require that you pass additional drug screening. We offer competitive compensation and comprehensive benefits and programs. We are an equal opportunity employer; all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, pregnancy, age, marital status, disability, status as a protected veteran, or any legally protected status.