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.