Remote 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.