Technical Solutions Engineer (BMS / HVAC Controls)
Department: Technical Operations / Support
Location: Remote (Philippines | Dominican Republic)
Employment Type: Full-Time
ABOUT SPECTRA MANAGEMENT
Spectra Management is a premier talent acquisition and management consulting firm partnering with leading global organizations to build high-performing teams. We are currently recruiting on behalf of one of our premier global clients—a pioneer in environmental monitoring devices, intelligent software analytics, and world-class consultation services dedicated to creating safe, healthy, and high-performing built environments.
ABOUT THE ROLE
As a Technical Solutions Engineer, you will serve as the frontline technical expert for our client—the go-to person enterprise customers and revenue teams turn to when a complex problem requires deep, hands-on diagnosis.
You will own the customer support channel end-to-end. While routine inquiries need to be handled swiftly, your true value will shine in complex troubleshooting: diagnosing devices blocked by corporate firewalls, gateways dropping cellular connections, BACnet points failing to appear on a client’s BMS, or sensor readings that don't align with building behavior.
Beyond tier-2/3 support, you will act as a trusted internal technical resource for revenue teams (Customer Success, Sales, and Deployment). You will investigate account device health before high-stakes client meetings, answer mid-deal integration questions, draft technical security questionnaires, and join prospect calls to speak peer-to-peer with a client’s BMS engineer or network administrator.
WHAT YOU’LL DO
1. Own the Customer Support Channel (~50%)
- Omnichannel Triage: Manage incoming support inquiries via HubSpot ticketing—triaging, diagnosing, and driving first-reply times, resolution speed, and CSAT metrics.
- Routine Resolution: Quickly resolve everyday requests: device onboarding, Wi-Fi/dashboard troubleshooting, RMA intake, and data exports. (AI tools are leveraged to draft routine responses so you can focus on high-judgment tasks).
- Complex Diagnostics: Manage complex issues: enterprise network admission failures, proxy/SSL inspection, gateway/cellular faults, BACnet/Modbus integrations, and disputed sensor readings.
- Proactive Judgment: Know when to shift strategy—escalating issues, proposing device replacements, or pulling in key stakeholders to prioritize customer experience over diagnostic battles.
- Inbox Triage: Perform light routing for incoming sales inquiries, RFQs, and vendor administration to keep the support queue focused.
2. Serve as Technical Resource for Revenue Teams (~30%)
- Customer Success: Audit device and account health prior to client reviews (identifying offline devices/gateways and root causes) so CSMs walk in prepared.
- Sales Support: Field mid-deal technical questions, scope BMS integrations, review deals for technical risks, draft enterprise security questionnaires, and join technical sales calls.
- Deployment Escalation: Act as the escalation point for Deployment Managers on cases requiring deep HVAC, BMS, or building controls expertise.
3. Build & Maintain the Technical Knowledge Base (~10%)
- Internal Documentation: Own and update the internal troubleshooting KB—turning every solved edge case into a searchable resolution guide.
- Customer Resources: Translate recurring technical issues into clear, customer-facing knowledge base articles.
- Tool Optimization: Co-create deployment guides and leverage diagnostic platforms (e.g., Multitech DeviceHQ, RAK WisDM, proprietary configuration tools).
4. Drive Product Improvement (~10%)
- Feedback Loop: Surface recurring failure modes, firmware/software bugs, and customer feedback to Product and Engineering teams.
- Post-Mortems: Conduct informal post-mortems on repeat issues to push long-term fixes into product roadmaps and standard operating procedures (SOPs).
WHAT YOU’LL BRING
Experience Requirements
- 3–5 years of hands-on experience in HVAC, Building Management Systems (BMS), or building controls (HARD REQUIREMENT). Preferred backgrounds include:
- Controls / Commissioning / Applications Engineer at a vendor (e.g., Johnson Controls, Honeywell, Siemens, Schneider Electric, Automated Logic, Distech, Delta Controls, Trane, Carrier, Belimo, Azbil).
- Technical Support Engineer for a BMS or HVAC controls product line.
- Controls or Systems Integrator (Niagara/Tridium, Desigo, EcoStruxure, Metasys, WebCTRL).
- BMS Engineer managing a commercial real estate portfolio.
- Customer-Facing Technical Support Experience (HARD REQUIREMENT): Proven background owning customer tickets end-to-end within a global support desk, helpdesk, field support, or technical account management environment.
Technical Competencies
- Building Protocols: Strong experience with BACnet/IP and Modbus TCP—connecting devices to a BMS and debugging integration failures.
- HVAC Fluency: Practical fluency to interpret indoor air quality patterns as building operational behavior rather than automated sensor faults.
- Networking: Solid IP networking knowledge (DHCP/Static IP, subnets, enterprise firewalls, proxies, and port whitelisting).
- Wireless & Edge: Exposure to Wi-Fi constraints, LoRaWAN gateways, cellular connectivity, and PoE is a plus.
- Bonus: Familiarity with WELL/LEED standards, APIs, or HubSpot CRM/ticketing.
Communication & Mindset
- English Proficiency: Native or near-native English fluency (written and spoken) with exceptional technical writing skills.
- Jargon-Free Communication: Ability to translate complex engineering concepts into plain language for facility managers, network admins, or sustainability directors.
- Customer-First Ethos: Proactive updates, setting realistic expectations, and transparent communication.
Education
- Bachelor’s degree in Engineering, Computer Science, or equivalent practical hands-on field experience.
KEYS TO SUCCESS
- Ownership: Taking full accountability for customer problems until they are completely resolved.
- Diagnostic Discipline: Systematically isolating failing layers before proposing solutions.
- Thread Management: Maintaining momentum on complex, multi-round tickets without needing to be chased.
- Initiative: Actively shaping processes, KB documentation, and workflows as a foundational member of this dedicated support team.
LOCATION & WORKING SCHEDULE
- Location: Remote (Philippines or Dominican Republic).
- Schedule: Primary coverage during regional business hours, with required schedule flexibility (a few overlap hours per week) to collaborate with global teams and customers across North America and Europe.
Spectra Management and our clients are Equal Opportunity Employers. We celebrate diversity and are committed to creating an inclusive work environment for all team members.
Requires 3–5 years in HVAC, BMS, or building controls; customer-facing technical support; BACnet/IP, Modbus TCP, networking, and strong English communication. Bachelor's degree or equivalent practical experience.
Key Responsibilities
- triaging inquiries
- diagnosing integrations
- documenting solutions
Skills & Tools
Building Management Systems (BMS), HVAC, HubSpot, Multitech DeviceHQ, RAK WisDM, Niagara, Tridium, Desigo, EcoStruxure, Metasys, WebCTRL, BACnet/IP, Modbus TCP, DHCP, Wi-Fi, LoRaWAN, PoE, WELL, LEED, APIs, Computer Science
Job Details
- Category: Engineering
- Seniority: Mid Level
- Commitment: Full Time
- Workplace: Remote — Philippines or Dominican Republic
- Languages: English
About Spectra Healthcare Management
A talent acquisition and management consulting firm that builds high-performing teams. — Industry: Consulting Services