Support Specialist - Building Automation Systems

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

Do you have experience in Technical Proficiency?, * 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!

Pulled from the full job description

• 401(k)
• Health insurance
• Dental insurance
• Flexible spending account
• Life insurance
• Disability insurance
• Paid holidays, 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.

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.