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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Support Specialist - Building Automation Systems - **Company:** T.e.a.m. Solutions - **Location:** United States (Remote available) - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** Data Analysis, Fieldbus, Spreadsheets, Database Connection, Virtual Private Networks (VPN), Microsoft Office, Modbus, Message Queuing Telemetry Transport (MQTT), Software Systems, Bacnet - **Published:** May 15, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=9bd0eb2e0e5bb58b ## About the Role 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! ## Description 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 ## Related Videos - [Empowering and Motivating Developers in a Purpose-Driven Team of the Future](https://www.wearedevelopers.com/videos/1177-empowering-and-motivating-developers-in-a-purpose-driven-team-of-the-future) - [Optimizing Land-Based Fish Feeding with Node-RED](https://www.wearedevelopers.com/videos/2032-optimizing-land-based-fish-feeding-with-node-red) - [Building Talent Acquisitions Teams](https://www.wearedevelopers.com/videos/1496-building-talent-acquisitions-teams) - [Enabling intelligent logistics automation: home-grown Industrial IoT platform at Austrian Post](https://www.wearedevelopers.com/videos/2018-enabling-intelligent-logistics-automation-home-grown-industrial-iot-platform-at-austrian-post) - [Debugging Humans: How MBTI Helps Engineering Teams Communicate Better](https://www.wearedevelopers.com/videos/100335-debugging-humans-how-mbti-helps-engineering-teams-communicate-better) ## Related Articles - [The Best Job Search Websites of 2025](https://www.wearedevelopers.com/magazine/368-the-best-job-search-websites-of-2025) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [A Guide to Green Tech and Green IT Careers](https://www.wearedevelopers.com/magazine/374-a-guide-to-green-tech-and-green-it-careers) - [Where To Find Software Engineering Jobs](https://www.wearedevelopers.com/magazine/396-where-to-find-software-engineering-jobs) - [Find a Developer Job: 12 Best Job Sites For Developers](https://www.wearedevelopers.com/magazine/165-find-a-developer-job-12-best-job-sites-for-developers)