Support Specialist - Building Automation Systems

**Who is T.E.A.M. Solutions?** 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. **Position:** Full\-time salaried, with benefits **Location:** Austin, College Station, DFW, Houston, San Antonio, Waco **Role Summary:** The Senior Support Specialist serves as the primary point of contact for all incoming customer support calls related to remote support. This role triages issues, performs remote diagnostics, resolves software/controls problems when possible, and dispatches field technicians for on\-site service when necessary. The specialist acts as the subject matter expert (SME) for Tridium/Niagara (AX/N4/N5\) and supports the successful implementation and adoption of the Lynxspring product line (e.g., JENEsys, Edge, Helix/Envision). The ideal candidate combines strong technical acumen with exceptional customer service and clear communication. **Key Roles \& Responsibilities:*** **Frontline Support \& Triage** + 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. * **Remote Diagnostics \& Resolution** + 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. * **Dispatch \& Field Coordination** + 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. * **Tridium/Niagara Enablement** + 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. * **Customer Success \& Continuous Improvement** + 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. * **Analytics** **Qualifications:*** 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) * BACnet \& Tridium experience preferred **Personal/Character:** T.E.A.M. is looking for individuals who are hardworking, honest, driven, detail\-oriented with an excellent attitude! **Employee Benefits Package** T.E.A.M. Solutions prioritizes the well\-being of its employees by offering comprehensive benefits, including 100% coverage of Medical and Dental Insurance for employees. Additionally, we provide paid holidays, vacation time, a 401k Plan, Flexible Spending Accounts, Life Insurance, and Short\-Term Disability Insurance. RaGbDnd0XJ