Role Description EquipmentShare is hiring a National Technical Support Technician to support our Corporate Headquarters in Columbia, MO. This is a hands-on, field-focused role responsible for: - Commissioning equipment - Supporting installations - Performing major and minor repairs - Helping reduce unavailable OEC across the fleet The position will support: - Diesel generators - Natural gas engines - Turbine-based power generation - Load banks - Related power distribution systems You’ll work closely with National Technical Support Specialists and branch teams to improve reliability, return equipment to rent-ready status, and support complex deployments. This role is ideal for someone who enjoys rotational field work and solving technical problems in real-world environments. This position is fully remote. Primary Responsibilities - Assist with commissioning and startup of diesel generators, natural gas generators, and turbine-based power systems - Support installation of complex temporary power solutions alongside National Technical Support Specialists - Travel to branches to perform major and minor repairs on down equipment - Help reduce unavailable OEC by returning assets to rent-ready condition - Troubleshoot mechanical, electrical, controls, and balance-of-plant systems - Support rotational power generation deployments and multi-unit installations - Perform inspections and operational verification of fleet equipment - Assist with electrical connections and system configuration during deployments - Support preventative maintenance and reliability improvement initiatives - Document repairs, findings, and recurring issues to improve fleet performance - Coordinate with OEMs and internal technical teams when needed - Provide on-site technical support for critical deployments and mobilizations Qualifications - Strong mechanical and electrical troubleshooting skills - Experience with diesel generators, natural gas engines, or turbine power systems - Understanding of 3-phase power systems and voltage configurations - Familiarity with generator controls, paralleling, and power distribution - Ability to read wiring diagrams and basic single-line drawings - Comfortable working in a travel-heavy, rotational field environment - Strong problem-solving and communication skills Requirements - At least 3 years of experience in power generation or rental equipment - Experience commissioning generators or temporary power systems - Background in diesel engines, natural gas engines, or turbines - Experience supporting multi-unit generator deployments - Rental industry or field service experience Benefits - Competitive compensation - Full medical, dental, and vision coverage for full-time employees - Generous PTO + paid holidays - 401(k) + company match - Gym membership stipend + wellness programs (earn PTO and prizes!) - Company events, food truck nights - 16 hours of paid volunteer time per year — give back to the community you call home - Career advancement, leadership training, and professional development opportunities Company Description At EquipmentShare, we’re not just filling a role — we’re assembling the best team on the planet to build something that’s never been built before. We’re on a mission to transform an industry that’s been stuck in the past by empowering contractors and communities through innovative technology, real-time support, and a team that truly cares. We’re a people-first company powered by cutting-edge technology. Our proprietary T3 platform doesn’t just run our business — it also makes your job easier, safer, and more connected. We’re a team of problem-solvers, go-getters, and builders, looking for teammates who take pride in doing meaningful work and want to be part of building something special.

• Ensure excellent partner and customer satisfaction, consistently meeting or exceeding operational KPIs such as CSAT, SLA adherence, and backlog management. • Regularly review and address DSAT feedback, reporting on trends and driving continuous improvements. • Implement and optimize support processes to improve efficiency, reduce resolution times, and enhance the overall customer experience. • Directly manage a team of Team Leads, ensuring high levels of engagement, motivation, and performance. • Develop and execute career growth plans for team members, providing regular coaching, mentoring, and performance feedback. • Lead internal and external escalations, including Support Duty Manager (SDM) escalations, ensuring rapid issue resolution and effective root cause analysis (RCA). • Collaborate with cross-functional teams to implement betterment plans for recurring issues. Support key customers with high-priority cases, ensuring proactive communication and resolution strategies. • Identify opportunities to optimize customer support workflows, leveraging data-driven insights from tools such as Tableau, Looker, and Zendesk. • Partner with other managers and business stakeholders to improve support processes and enhance customer experience. • Contribute to strategic discussions regarding scaling operations, automation, and efficiency initiatives. • Participate in hiring and onboarding top talent, and work closely with Workforce Management (WFM) teams to plan scheduling, staffing, and adherence to operational requirements. • Partner with internal key stakeholder teams to enhance the customer experience and escalate product-related concerns effectively. Collaborate with internal stakeholders to surface key insights on customer needs, support trends, and operational challenges.

• Provide tier-1 and tier-2 technical support to merchants experiencing integration or payment processing issues • Troubleshoot API integration problems, analyze error logs, and guide merchants through resolution steps • Debug payment flows, investigate transaction failures, and identify root causes of technical issues • Collaborate with merchants to resolve provider-specific connectivity and configuration problems • Create and maintain technical troubleshooting guides, FAQs, and best practices documentation • Escalate complex technical issues to engineering teams with detailed analysis and reproduction steps • Support merchant onboarding by providing technical guidance during integration setup • Monitor system health and proactively identify potential issues affecting merchant performance • Work closely with third-party payment providers to resolve integration blockers and connectivity issues • Participate in on-call rotation to ensure 24/7 technical support coverage

• Deliver support services in accordance with established Service Level Agreements (SLAs) and Performance Level Agreements (PLAs). • Troubleshoot and resolve issues related to software functionality, user access, and system configuration. • Escalate complex incidents to development or technical teams and monitor progress through resolution. • Document issues, root causes, and solutions in the support ticketing system. • Educate clients on product features, updates, and best practices through documentation, webinars, and virtual meetings. • Gather and analyze client integration requirements. • Install, configure, and integrate software solutions with client systems and third-party platforms. • Collaborate with development teams to design, test, and validate new integrations. • Create and maintain business and technical documentation for deployment and integration processes. • Provide post-implementation support and optimize system performance. • Serve as the technical liaison between clients, internal teams, and external vendors. • Support the sales team by providing technical input during pre-sales discussions. • Share customer feedback with product and engineering teams to guide future enhancements. • Maintain and manage software configuration across integrated environments. • Contribute to project analysis and delivery activities when needed. • Identify opportunities to streamline support processes and improve customer satisfaction. • Stay current with emerging technologies, integration methods, and support best practices. • Participate in ongoing training to strengthen product and technical knowledge.