Technical Support Engineer – BMS / HVAC

About the Role

We are looking for a Technical Solutions Engineer to serve as the frontline technical expert for enterprise customers and internal revenue teams.

You’ll own customer technical support from initial triage through resolution, handling everything from device setup and network connectivity to complex BMS/HVAC controls integrations. You’ll also partner closely with Sales, Customer Success, and Deployment teams on technical investigations, client calls, integration requirements, and enterprise security questions.

This role is ideal for someone with a strong BMS, HVAC controls, or building automation background who enjoys troubleshooting complex technical problems and working directly with customers.

What You’ll Do

Customer Technical Support – ~50%

• Own incoming support requests through the HubSpot ticketing system.
• Triage, diagnose, resolve, and close customer issues while maintaining strong response and resolution times.
• Troubleshoot account access, device onboarding, Wi-Fi connectivity, dashboards, data exports, sensor calibration, and RMAs.
• Diagnose complex enterprise network issues, including firewalls, proxies, SSL inspection, gateway connectivity, and cellular faults.
• Troubleshoot BACnet/Modbus integration issues and investigate sensor readings that may not align with building behavior.
• Manage long-running technical cases and provide proactive customer updates.
• Determine when to escalate issues, recommend device replacements, or involve other decision-makers.
• Perform light inbox triage for sales inquiries, RFQs, and vendor requests.

Technical Support for Revenue Teams – ~30%

• Investigate device and account health before customer meetings.
• Identify offline devices and gateways, determine root causes, and develop action plans.
• Support Sales with technical questions, BMS integration requirements, and technical risk assessments.
• Draft responses to enterprise security questionnaires.
• Join prospect and customer calls with IT, network, facilities, or BMS teams.
• Serve as a technical escalation point for Deployment Managers.

Technical Knowledge & Documentation – ~10%

• Build and maintain internal troubleshooting documentation and resolution guides.
• Create customer-facing knowledge base articles for recurring issues.
• Develop technical deployment reference materials.
• Use device-management and diagnostic platforms such as Multitech DeviceHQ, RAK WisDM, and proprietary configuration tools.

Continuous Improvement – ~10%

• Identify recurring technical issues, product bugs, and customer feedback.
• Work with Product and Engineering teams to improve firmware, software, and processes.
• Conduct informal post-mortems on recurring issues and recommend long-term solutions.

What You’ll Bring

Required Experience

• 3–5 years of hands-on experience in HVAC, Building Management Systems (BMS), or building controls.

• Prior customer-facing technical support experience is required.

• Experience owning customer technical issues from initial investigation through resolution or formal escalation.

• Background in one or more of the following is highly relevant:

  • Controls / Commissioning / Applications Engineering
  • BMS or HVAC controls technical support
  • Controls or Systems Integration
  • BMS engineering for commercial buildings or real estate portfolios

• Experience with platforms such as Niagara/Tridium, Desigo, EcoStruxure, Metasys, or WebCTRL is advantageous.

Technical Skills

• Strong hands-on experience with BACnet/IP and Modbus TCP.
• Experience connecting devices to a BMS and troubleshooting integration issues.
• Strong practical understanding of HVAC systems and building behavior.
• Solid IP networking knowledge, including IP addressing, firewalls, proxies, SSL inspection, and port-level access control.
• Exposure to wireless and edge technologies such as Wi-Fi, LoRaWAN, cellular connectivity, and PoE is a plus.
• Familiarity with WELL/LEED standards, APIs, and HubSpot is advantageous.

Communication & Mindset

• Native or near-native English proficiency, both written and spoken.
• Able to explain technical concepts clearly to both technical and non-technical audiences.
• Comfortable communicating with facilities managers, network administrators, BMS engineers, and sustainability professionals.
• Strong customer-first mindset with a focus on clear communication and expectation management.
• Systematic and disciplined approach to technical troubleshooting.
• Strong ownership and ability to manage issues through to resolution.
• Comfortable working independently and helping establish processes in a growing technical support function.

Education

• Bachelor’s degree in Engineering, a technical discipline, or a related field.
• Equivalent practical experience may also be considered.