Technical Solutions Engineer

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Identify and resolve technical issues for customers related to BMS, HVAC controls, networking, and connected devices.

• Troubleshoot BACnet integration challenges, which include point discovery, mapping, communication, and data verification.

• Address IP networking and connectivity problems involving DHCP, DNS, VLANs, firewalls, proxies, SSL inspection, and NTP.

• Assist customers with network admission and device connectivity needs.

• Examine data-quality problems to determine if issues arise from the device, network, BMS, or integration layer.

• Manage and resolve technical support cases for customers via an external support queue.

• Deal with routine support inquiries and complex technical escalations.

• Provide technical assistance to Sales during the pre-sales phase.

• Collaborate with Customer Success on technical account health assessments.

• Support Deployment teams during installations when technical challenges occur.

• Aid in completing security questionnaires and addressing technical customer needs.

• Effectively communicate complex technical issues to both technical and non-technical audiences.

• Document troubleshooting methods, solutions, and technical knowledge for internal reference.

• Share feedback on recurring technical issues and customer requirements with product and engineering teams.

• Escalate matters that require product-level or engineering input, such as uncommon firmware or core product defects.

⛳️ Requirements

• 3–5+ years of practical experience in BMS, HVAC controls, building automation, or building control systems.

• Comprehensive understanding of BACnet, especially BACnet/IP.

• Solid knowledge of IP networking, including IP addressing, DHCP/DNS, VLANs, firewalls, ports, proxies, and NTP.

• Proven ability to troubleshoot technical issues independently.

• Experience managing an external customer support or technical support queue.

• Excellent written technical communication skills.

• Capability to communicate complex technical concepts clearly to customers.

• Ability to work across BMS, networking, device, and cloud-related troubleshooting.

• Familiarity with Niagara/Tridium.

• Experience as a Master Systems Integrator or in systems integration.

• Knowledge of major BMS platforms such as Schneider Electric, Honeywell, Johnson Controls, Delta Controls, Distech, Siemens, Trane, Carrier, or others.

• Experience with Modbus.

• Proficiency with ticketing platforms like HubSpot, Zendesk, ServiceNow, or similar systems.

• Experience supporting enterprise SaaS or IoT solutions.

• Participation in technical pre-sales calls.

• Experience working with security questionnaires or enterprise IT requirements.

• Practical exposure to wireless and edge technologies, including Wi-Fi constraints, LoRaWAN gateways, cellular, and PoE.

• Familiarity with WELL/LEED, APIs, or ticketing systems such as HubSpot.

• Reliable computer, high-speed internet, and a quiet, dedicated workspace for remote work.

• Must be residing in the Philippines and legally authorized to work there.

🏝️ Benefits

• 100% Remote Work – Operate from anywhere within the Philippines.

• Career Growth Opportunities – Gain hands-on experience and engage in continuous learning.

• Collaborative & Innovative Team – Work with skilled professionals who prioritize excellence.