XOi, the leading provider of jobsite-focused technology for the field service ecosystem, arms the industry with a digital tool that connects people to mission-critical equipment. XOi technology is the hub in which every part of the job - from the field to the manufacturer - connects. XOi provides AI-powered workflows, asset and team management functions, a comprehensive knowledge base, and immediate revenue-producing insights leveraging data from current and historical projects. Beyond this tool that manages consistency, profitability, and transparency, XOi’s goal is to create future-focused technology that modernizes the field service industry as a whole, and delivers 1 of 1 asset origination, performance, and diagnostics information of mission-critical assets.

XOi is seeking an experienced HVAC Technical Support Specialist to join our Customer Success team and help modernize the field service industry. In this role, you’ll serve as a vital connection between our customers and our technology—delivering live video support, expert training, troubleshooting, and accurate data entry to ensure we capture the right information and deliver impactful, real-time insights.

You will bring your extensive knowledge of commercial and residential HVAC systems to provide subject matter expertise to customers, while also collaborating with our product team to guide continuous improvement based on real-world field experience. This role sits at the intersection of technical support, customer service, and HVAC expertise, requiring someone who demonstrates a strong “customer-first” mindset, excels at problem-solving, and communicates clearly and compassionately.

The ideal candidate has hands-on experience in the field service industry, is comfortable using modern support technologies (like Zoom, Zendesk, and SightCall), and thrives in a dynamic, fast-paced environment. If you're passionate about empowering skilled tradespeople and contributing to a company at the forefront of digital transformation in HVAC, we’d love to hear from you.

The work shift for this role will be 10:00am-7:00pm CST.

As an HVAC Technical Support Specialist, you will be:

• Engaging closely with our users to help provide live support to triage simple to complex commercial and residential HVAC related issues

• Partnering with cross functional teams, including Customer Success, Support, Sales and Product to ensure we continue to deliver best in class service and support. We want to help our customers be successful to do what they do best!

• Identify opportunities to improve our knowledge-base with relevant and helpful video content, training material and other content that improves the lives of our customers

• Owning all documentation for service calls and providing data insights and reports to improve process, performance and outcomes for XOi and our customers

Qualifications:

• 15+ years of professional commercial and residential HVAC experience.

• 2+ years in a Technical Support or Service Manager type role

• Vast experience in commercial and residential HVAC systems, including ductless mini splits, VRF systems, commercial refrigeration, boilers, geo-thermal systems, chillers, tank and indirect water heaters, heat pumps, air conditioning, and oil-fired heating systems, with deep hands-on expertise in installation, diagnostics, and maintenance across these technologies.

• Proficient in reading electrical wiring diagrams, testing electrical components, and diagnosing electrical wiring issues.

• Able to work independently and prior experience working in a remote capacity

• Strong comfort level using technology, including but not limited to: G-Suite, Zoom, Zendesk (or help desk software), Salesforce, and Sight Call

You’re a great fit if you are someone who is:

• Passionate about the problems we are solving and bringing your HVAC expertise to our customers

• Brings a genuine desire to understand how our customers work, what keeps them up at night, and building the right use cases that lead to successful deals closed, knowing we will be improving the lives of our customers and their bottom line

• Thrives in fast paced, dynamic environment and able to adapt to the changing needs of our customers with positive outcomes

• Possesses excellent analytical and organization skills, the ability to meet deadlines, a sense of urgency, and attention to detail while seeing the big picture

• Thrive on team collaboration

• Is a self-starter and a quick learner! Excited to dive into opportunities that drive results

• Displays a thoughtful, considered, and compassionate approach to your work and colleagues

• Values mentorship and sharing knowledge and best practices for the betterment of the entire team - We win and lose together!

• Brings an “owner” mentality and is a natural leader who can bring together cross-functional stakeholders to reach a consensus

XOi Technologies is an Equal Opportunity Employer

At XOi, we value individuality and the unique qualities we all bring to an organization. We believe we all bring experiences that have an incredible impact on our product and the experience our customers gain from using our products. We do not discriminate against employees based on race, color, religion, sex, national origin, gender, identity or expression, age, disability, pregnancy (including childbirth or other related medical condition), genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state, or local laws.