Support Specialist - Building Automation Systems

T.E.A.M. Solutions, LLC•Austin, TX

2d•Remote

About The Position

Established in 2001, T.E.A.M. Solutions is a rapidly growing company providing energy management and building automation solutions. We provide design, installation and support services to industry-leading clientele in fields such as Healthcare, Education, Manufacturing, Oil and Gas, and Large chain retailers to name a few.

Requirements

5+ years BAS experience
Strong verbal communication and phone etiquette
Ability to multitask and manage multiple service requests in a fast-paced environment
Excellent organizational and time-management skills
Strong attention to detail and efficiency troubleshooting BAS systems
Customer service–oriented mindset with problem-solving abilities
Comfortable using scheduling, dispatch, and work order software systems
Proficient in basic computer applications (email, spreadsheets, job tracking systems)
Hardworking, honest, driven, detail-oriented with an excellent attitude

Nice To Haves

BACnet & Tridium experience preferred

Responsibilities

Serve as the primary point of contact for all incoming customer support calls related to remote support.
Triage issues, perform remote diagnostics, resolve software/controls problems when possible, and dispatch field technicians for on-site service when necessary.
Act as the subject matter expert (SME) for Tridium/Niagara (AX/N4/N5) and support the successful implementation and adoption of the Lynxspring product line (e.g., JENEsys, Edge, Helix/Envision).
Document all customer support calls/emails/chats; gather symptoms, environment details, and impact.
Assess severity, safety risks, and business impact; prioritize per SLA and escalate when appropriate.
Provide clear, empathic guidance and set expectations for resolution and next steps.
Connect to systems securely (VPN/remote tools) and diagnose BMS issues across Delta and Tridium/Niagara AX/N4/N5 platforms.
Troubleshoot points, alarms, graphics, schedules, logic blocks, licensing, and database connectivity.
Identify communication issues (BACnet, Modbus, LON, MQTT), controller health, field bus integrity, and network/IP constraints.
Perform configuration corrections, small logic fixes, point mapping, tag standardization, and alarm strategy tuning.
Verify system restores/backups, start/stop behavior, certs, schedules, and platform health.
Determine when on-site service is required; create detailed work orders with reproducible steps, logs, and recommended diagnostics.
Coordinate technician scheduling, parts needs, site access.
Provide remote support to field techs during service calls; capture learnings for future prevention.
Serve as the internal go-to for Niagara frameworks (AX/N4/N5), architecture, licensing, drivers, and best practices.
Lead/assist Lynxspring rollout: standards, templates, device commissioning, and documentation.
Develop integration patterns (e.g., BACnet device discovery, Modbus register maps, tag dictionaries, Niagara hierarchies).
Mentor team members; create playbooks, KB articles, and training modules.
Own complex customer issues end-to-end; drive to resolution with transparent updates.
Recommend system optimizations (graphics usability, alarm rationalization, schedules, energy strategies).
Capture root cause analyses and preventive actions; feed improvements into templates and SOPs.
Contribute to product feedback loops with engineering/vendors (Tridium, Lynxspring) for defect reporting and feature requests.