Digital Support Engineer

At Trane TechnologiesTM and through our businesses including Trane® and Thermo King®, we create innovative climate solutions for buildings, homes, and transportation that challenge what's possible for a sustainable world. We're a team that dares to look at the world's challenges and see impactful possibilities. We believe in a better future when we uplift others and enable our people to thrive at work and at home. We boldly go.

This is a Remote role
Job Summary:
We are currently hiring a Digital Support Engineer with strong customer service skills and technical knowledge to support Trane's field organization and our end customers in the sale, installation, and service/troubleshooting of Trane Connected Buildings Applications.

You will provide phone, email, chat, and occasional on-site technical support for Trane's technicians and account managers, ensuring they are able to efficiently and effectively provide world-class products and services to Trane's various customers in the commercial market. As such, you will be responsible for the identification, resolution, and documentation of advanced and sensitive technical product issues. In addition to assisting directly, you will also be responsible for developing and proactively sharing knowledge and documentation through various proactive distribution channels in order to minimize the need for future support requests. You will also participate in product development and testing, including recommending product additions and improvements in order to maximize Trane's product quality and product/service sales.

Responsibilities:

• Support software application users with technical assistance in the areas of user permissions, remote access, application questions, application usage and defect resolution. Work with business users to understand their requirements and help them in better utilization of the software applications
• Use software tools for request tracking and knowledge retrieval
• Develop technical expertise for assigned products and general knowledge of all Digital products. Coordinate with product teams to enhance the features of the application based on the feedback from customers/users
• Develop information for the product knowledge database, to be used by other support and field personnel
• Perform root cause analysis and defect resolution

Qualifications:
Minimum requirements:

• Bachelor's degree in science, technology, engineering, or similar field
• Experience using and supporting software applications
• Strong customer service focus and ability to keep a positive demeanor under stress
• Excellent communication skills, both written and oral
• Demonstrated ability to meet short- and long-term deadlines

Nice to have qualifications:

• Experience or education in Trane Digital Software, HVAC, and/or Building Automation
• Experience in a technical support or customer service role
• Networking experience, programming or database knowledge
• Ability to work with tools like Postman, Wireshark.
• Ability to travel occasionally

Base Compensation Range is $81,500-$170,500

Disclaimer: This base salary range is based on US national averages. Actual base pay could be a result of seniority, merit, geographic location where the work is performed

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.