Technical Solutions Engineer (HVAC, BMS, or Building Controls)

Technical Solutions Engineer

📍 Remote – Philippines | Full-time

About the Role

We are seeking a Technical Solutions Engineer to serve as the frontline technical expert for our customers and internal revenue teams. You will own the customer support channel end-to-end, handling inquiries ranging from device setup and Wi-Fi troubleshooting to complex BMS integrations and enterprise network issues. Beyond support, you will act as the technical backbone for Customer Success, Sales, and Deployment teams—providing insights, resolving escalations, and raising the technical ceiling of the organization.

This role requires a strong background in HVAC, BMS, or building controls, coupled with a customer-first mindset. You’ll not only solve technical problems but also ensure every customer interaction builds trust and confidence.

Key Responsibilities

Customer Support (~50%)

• Manage all incoming support inquiries via HubSpot: triage, diagnose, resolve, and close.
• Deliver fast, accurate resolutions for routine issues (account requests, device onboarding, Wi-Fi, dashboard queries, RMAs, data exports).
• Troubleshoot complex cases: enterprise network failures, SSL/proxy issues, gateway faults, BACnet/Modbus integration, and disputed sensor readings.
• Escalate or propose replacements when needed, prioritizing customer experience.
• Route non-support inquiries (sales, RFQs, vendor admin) to appropriate teams.

Technical Resource for Revenue Teams (~30%)

• Support Customer Success by analyzing device health and root causes before client meetings.
• Assist Sales with technical scoping, BMS integration reviews, and enterprise security questionnaires.
• Join customer calls to address IT/BMS concerns with technical authority.
• Provide escalation support for Deployment Managers on complex HVAC/BMS cases.

Knowledge Base & Continuous Improvement (~20%)

• Document troubleshooting cases into internal knowledge base and external support articles.
• Collaborate on deployment reference materials with technical content.
• Surface recurring issues to product/engineering teams and contribute to process improvements.

Qualifications

Experience

• 3–5 years in HVAC, BMS, or building controls (mandatory).
• Prior customer-facing technical support experience (mandatory).
• Backgrounds may include: Controls Engineer, Technical Support Engineer, Systems Integrator, or BMS Engineer in large commercial portfolios.

Technical Skills

• Proficiency with building protocols (BACnet/IP, Modbus TCP).
• Strong IP networking knowledge (firewalls, proxies, port-level access).
• HVAC fluency to distinguish building behavior from sensor faults.
• Exposure to wireless/edge technologies (Wi-Fi, LoRaWAN, cellular, PoE) is a plus.
• Familiarity with WELL/LEED, APIs, or HubSpot ticketing systems is advantageous.

Communication & Mindset

• Native or near-native English proficiency (written and spoken).
• Ability to explain technical solutions clearly to diverse audiences.
• Strong customer service orientation—proactive updates, clear timelines, and empathetic communication.

Education

• Bachelor’s degree in a relevant field or equivalent practical experience.

What Will Make You Successful

• Ownership: You own problems until resolution, never passing customers back and forth.
• Diagnostic Discipline: You isolate issues methodically and communicate transparently.
• Thread Management: You keep complex cases moving with timely updates.
• Customer Service Mindset: You balance technical authority with empathy and responsiveness.
• Initiative: You optimize processes, documentation, and tooling proactively.

Working Hours

• Remote, based in the Philippines.
• Primarily local working hours, with flexibility for overlap with global teams in Europe and the Americas.
• Occasional adjustments for deployments or customer calls in challenging time zones.

Why Join Us

This is a foundational role in building a dedicated technical support function. You’ll have the opportunity to shape processes, raise technical standards, and directly impact customer trust and satisfaction. If you thrive at the intersection of technical problem-solving and customer service excellence, we want you on our team.