Hybrid Technical Support Analyst, Refrigeration Controls

Acuity; Washington (MO); Hybrid; USD 67,000 - 120,000; Full time

Benefits offered by this job

Health care

Dental coverage

Vision plans

401K benefits

Commissions/incentives

Job summary

Acuity Inc. based KE2 Therm Solutions is seeking a Technical Support Analyst to join the team, delivering expert service for refrigeration control systems.

The role involves diagnosing complex issues, responding to customer inquiries via phone or email, and occasionally visiting sites to support customers. The position requires a four-year engineering/IT degree or equivalent, strong communication skills, and the ability to work remotely with occasional travel.

Qualifications

• Four-year degree in Mechanical or Electrical Engineering, IT, CS or equivalent field experience.
• Strong verbal and written communication skills.
• Ability to diagnose complex problems and be detail oriented.
• Willingness to travel 1–20% for customer meetings and events.
• Ability to work remotely with minimal distractions.

Responsibilities

• Respond to technical questions regarding KE2 Therm controllers and systems.
• Troubleshoot refrigeration, electrical, and communication issues.
• Update CRM with detailed ticket notes after each interaction.
• Collaborate with product development to capture customer requirements.
• Develop training materials and technical bulletins for customers.
• Provide field support and afterhours on-call coverage when needed.
• Attend conferences and trade shows as required.

Skills

Verbal & written communication

Problem diagnosis

Customer service orientation

Detail oriented

Autonomy

Structured & organized work

Remote work readiness

Education

Four-year degree (Mechanical/Electrical Engineering, IT, CS) or equivalent

Tools

Excel

PowerPoint

Word

Copilot

Job description

Acuity Inc. based KE2 Therm Solutions is seeking a Technical Support Analyst to join the team, delivering expert service for refrigeration control systems.

The role involves diagnosing complex issues, responding to customer inquiries via phone or email, and occasionally visiting sites to support customers. The position requires a four-year engineering/IT degree or equivalent, strong communication skills, and the ability to work remotely with occasional travel.