Technical Support Associate - HVAC/R

Saving the World! Help Wanted… Budderfly is a fast-growth, private equity-backed energy management outsourcing company that is committed to reducing global carbon emissions for small to medium sized enterprises. We are the premier sustainability partner for businesses with repeatable footprints such as restaurant chains, assisted living facilities, retail franchises, and more. Budderfly installs, monitors, and manages a combination of patented technologies, equipment upgrades, and proprietary energy software to help deliver complete energy saving solutions for our customers. Celebrating 5 years on Inc. 5000 America’s Fastest-Growing Private Companies list. Recognized in Time Magazine’s Best Inventions of 2025. We are an energetic and dedicated team working together to make a positive impact on the environment while providing an excellent customer experience. We are growing quickly and looking to add talented people who are passionate about making the world a better place! We have an opportunity for a motivated individual to fill the role of Technical Support Associate-HVAC/R. In this position, the successful candidate will be in a technical role to diagnose and troubleshoot our technology, systems and equipment with customers and 3 rd party vendors. You must be customer focused requiring you to prioritize multiple tickets and projects to balance your workload. A successful candidate must be eager to take a hands-on role in a fast paced, leading energy management company and want to be accountable for delivering results. Why this Role is Important: We combine monitoring, maintenance, and upgrades such as LED lighting, comprehensive HVAC/R solutions, Budderfly IoT devices, and temperature and refrigeration controls into an easy, one-stop solution. Your expertise is critical in supporting and identifying solutions related to our goal of energy-saving solutions. Responsibilities: Research and identify solutions to various problems related to energy-saving solutions including but not limited to HVAC systems, refrigeration systems, metering, etc. Track customer issues through to resolution, within agreed time limits Communicate with clients and 3 rd party vendors through a series of actions, either via phone, email, or chat application Properly escalate unresolved issues to appropriate internal teams (e.g., software developers) Provide prompt and accurate feedback to customers Ensure all issues are properly logged Prioritize and manage several open issues at one time Follow up with clients to ensure their equipment is fully functional after troubleshooting Prepare accurate and timely reports Document technical knowledge in the form of notes and manuals Deliver training to vendors on systems, processes, and technologies Desired Skills and Experience: Industry-specific certification in HVAC, Refrigeration or Electrical preferred Hands on field experience with HVAC, refrigeration, and electrical systems Strong troubleshooting and organizational skills Creative problem solver with the ability to multi-task and provide excellent customer service 5+ years of relevant experience in a customer focused position involving technical knowledge of a company's products and services. Professional written and interpersonal skills are essential when communicating with customers and clients Ability to prioritize and manage several milestones and projects efficiently Extensive experience working with different operating systems including Windows. Time-management skills and the ability to establish reasonable and attainable deadlines for resolution Flexible hours required as field crews’ schedules will vary and include some weekend and late night work. 15% travel may be required Work Schedule: Saturday - Wednesday 2:00 PM - 11:00 PM EST Job Location: Remote Compensation $65,000 — $80,000 USD Compensation is based on factors including level of experience, skillset, qualifications, and location. What We Offer: Career advancement opportunities in a fast-g