Technical Support Engineer

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At Carrier we make modern life possible by delivering groundbreaking systems and services that help buildings, homes and the cold chain become more healthy, safe, sustainable, and intelligent. Our global team of dedicated employees continues to set industry standards by pursuing the latest research and developments to improve the lives of our customers. We’re constantly growing, seeking out talented, like-minded people who are committed to our primary duty: to be the world’s first choice in HVAC and refrigeration.

At Automated Logic (ALC), we've been developing and supporting intelligent building solutions that have helped customers, including small businesses to Fortune 500 corporations, operate their buildings more efficiently for over 40 years. Our products help reduce energy consumption, lower utility, operating, and maintenance costs, and improve indoor air quality, occupant comfort, and productivity. Technology that supports the buildings and industry of today and tomorrow requires a wide range of talents and skill sets.

About this role

The Technical Support Engineer involves troubleshooting and resolving complex issues related to hardware, and software products through both online and phone-based support. Additionally, the Technical Support Engineer will contribute to product development by offering feedback to the documentation and training teams, conducting final product checkouts, and participating in beta testing.

Key Responsibilities

• Provide support for the Carrier Commercial Controls Products via online cases, email and phone calls.
• Provide technical assistance on the Carrier Commercial Controls products to Carrier Service, Distribution and contractors in North America and around the world.
• Work closely with the team to share experiences and resolve issues with the goal of resolving customer issues leading to satisfied customers.
• Work with engineering and training departments with a goal of having products that customers find easy to use and can get useful training on
• Troubleshoot, duplicate and resolve reported field issues.
• Create bug reports and technical field bulletins as required.
• Assist with generating, editing and reviewing technical documentation.
• Assist with beta testing new hardware, software and applications.
• Assist with training Service, Distribution and Contractor personnel

Basic Qualifications

• High School Diploma/GED
• 2+ years of experience in a technical support role OR with hardware and software products
• 1+ years of experience with the Microsoft Office Suite
• 1+ years of experience with PC desktop hardware and configuration

Preferred Qualifications

• Bachelor’s degree in engineering, computer science, or information technology
• Relevant Technical certification
• Knowledge of BACnet protocol
• Knowledge of Modbus and LonWorks protocols and equipment
• Experience in a Tier Three technical support role

• Ability to troubleshoot and solve complex technical issues
• Knowledge of networking, control systems, and automation
• In-depth knowledge of TCP/IP fundamentals
• Basic knowledge of database fundamentals
• Ability to create, review, and edit technical documentation
• Experience with Linux and HVAC systems
• Understanding the fundamentals of Data base management (installation and support of SQL, Access, MySQL, and other)
• English communication skills, both written and verbal
• Able to convey complex technical information clearly
• Experience working collaboratively within a team
• Commitment to continuous learning and professional development through training programs
• Ability to work independently with minimal supervision

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Carrier is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

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