Technical Support Specialist

Position Summary Technical Support & Warranty Specialist Company: Braeburn Systems LLC Location: Lewisville, Texas – Dallas–Fort Worth Employment Type: Full-Time, On-Site Reports To: Operations Management Braeburn Systems is seeking a Technical Support & Warranty Specialist to provide remote technical assistance for thermostats, HVAC controls, zoning products, wireless devices, sensors, and related accessories. The successful candidate must understand low-voltage HVAC systems and be able to diagnose wiring, installation, configuration, connectivity, and product issues by phone, email, photos, and video. This role will also manage warranty claims and determine whether issues result from product defects, incorrect installation, wiring, configuration, application, or HVAC equipment problems. Key Responsibilities Provide technical support to HVAC contractors, distributors, property managers, homeowners, and internal teams. Troubleshoot thermostat power, wiring, setup, programming, heating, cooling, heat-pump, fan, staging, sensor, zoning, and Wi-Fi issues. Read wiring diagrams, installation manuals, and HVAC equipment information. Guide customers through clear, step-by-step remote troubleshooting. Determine whether an issue is related to the Braeburn product, HVAC equipment, wiring, installation, or application. Identify when an onsite HVAC technician is required. Review and process warranty claims, replacements, returns, and related documentation. Verify product model, proof of purchase, installation information, troubleshooting completed, and warranty eligibility. Maintain accurate support and warranty case records. Escalate recurring or complex issues to product management, engineering, or quality. Identify common field issues and recommend improvements to manuals, FAQs, training, and products. Support product training for internal teams, contractors, and distributors. Required Qualifications Three or more years of HVAC service, thermostat, controls, building automation, or technical-support experience. Strong knowledge of 24 VAC HVAC wiring and control circuits. Experience troubleshooting conventional HVAC systems, heat pumps, multistage systems, auxiliary heat, and fan controls. Ability to read wiring diagrams and technical manuals. Ability to diagnose technical issues remotely. Strong customer-service, communication, and documentation skills. Ability to work full-time on-site in Lewisville, Texas. Preferred Qualifications Previous HVAC technician, controls technician, thermostat-support, or warranty experience. Experience with Wi-Fi thermostats, zoning systems, sensors, or connected HVAC products. HVAC technical certification or associate degree. Experience using CRM, ticketing, or warranty-management systems. Spanish-language capability is helpful. Success Measures First-call resolution rate. Technical accuracy. Customer satisfaction. Warranty processing time. Reduction in unnecessary product replacements. Complete and accurate case documentation. Identification of recurring product or installation issues. #J-18808-Ljbffr