Support Specialist - Building Automation Systems

May 14, 2026

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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:<ul><li>Frontline Support & Triage<ul style="list-style-type:disc;"><li>Document all customer support calls/emails/chats; gather symptoms, environment details, and impact.</li><li>Assess severity, safety risks, and business impact; prioritize per SLA and escalate when appropriate.</li><li>Provide clear, empathic guidance and set expectations for resolution and next steps.</li></ul></li><li>Remote Diagnostics & Resolution<ul style="list-style-type:disc;"><li>Connect to systems securely (VPN/remote tools) and diagnose BMS issues across Delta and Tridium/Niagara AX/N4/N5 platforms.</li><li>Troubleshoot points, alarms, graphics, schedules, logic blocks, licensing, and database connectivity.</li><li>Identify communication issues (BACnet, Modbus, LON, MQTT), controller health, field bus integrity, and network/IP constraints.</li><li>Perform configuration corrections, small logic fixes, point mapping, tag standardization, and alarm strategy tuning.</li><li>Verify system restores/backups, start/stop behavior, certs, schedules, and platform health.</li></ul></li><li>Dispatch & Field Coordination<ul style="list-style-type:disc;"><li>Determine when on-site service is required; create detailed work orders with reproducible steps, logs, and recommended diagnostics.</li><li>Coordinate technician scheduling, parts needs, site access.</li><li>Provide remote support to field techs during service calls; capture learnings for future prevention.</li></ul></li><li>Tridium/Niagara Enablement<ul style="list-style-type:disc;"><li>Serve as the internal go-to for Niagara frameworks (AX/N4/N5), architecture, licensing, drivers, and best practices.</li><li>Lead/assist Lynxspring rollout: standards, templates, device commissioning, and documentation.</li><li>Develop integration patterns (e.g., BACnet device discovery, Modbus register maps, tag dictionaries, Niagara hierarchies).</li><li>Mentor team members; create playbooks, KB articles, and training modules.</li></ul></li><li>Customer Success & Continuous Improvement<ul style="list-style-type:disc;"><li>Own complex customer issues end-to-end; drive to resolution with transparent updates.</li><li>Recommend system optimizations (graphics usability, alarm rationalization, schedules, energy strategies).</li><li>Capture root cause analyses and preventive actions; feed improvements into templates and SOPs.</li><li>Contribute to product feedback loops with engineering/vendors (Tridium, Lynxspring) for defect reporting and feature requests.</li></ul></li><li>Analytics </li></ul> Qualifications:<ul><li>5+ years BAS experience</li><li>Strong verbal communication and phone etiquette</li><li>Ability to multitask and manage multiple service requests in a fast-paced environment</li><li>Excellent organizational and time-management skills</li><li>Strong attention to detail and efficiency troubleshooting BAS systems</li><li>Customer service–oriented mindset with problem-solving abilities</li><li>Comfortable using scheduling, dispatch, and work order software systems</li><li>Proficient in basic computer applications (email, spreadsheets, job tracking systems)</li><li>BACnet & Tridium experience preferred</li></ul> 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.

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