Responsibilities
- Subject Matter Expert in advanced-tier technical support to the client's customers via various channels, resolving escalated inquiries and critical issues.
- Independently diagnoses and troubleshoots complex problems related to data ingestion, processing, and connectivity from diverse Building Automation Systems (BAS) and smart building sensors.
- Manages and investigates deep-level platform functionality issues, intricate data discrepancies, and performance anomalies within the software.
- Subject Matter Expert in advanced platform utilization, interpreting complex data insights, and optimizing system configurations for maximum operational efficiency and task prioritization.
- Collaborates extensively with Digital Building Engineers, Integration Engineers, and Software Development teams to escalate, resolve, and prevent recurring complex technical issues, performing root cause analysis.
- Contributes significantly to the development and enhancement of the technical knowledge base, creating solutions articles, advanced troubleshooting guides, and best practices documentation.
- Facilitates in-depth remote diagnostics and assists with complex data connection configurations and system optimizations for customer sites.
- Provides critical feedback to product and engineering teams based on recurring support trends and complex technical challenges to drive platform improvements.
- Subject Matter Expert in Clockworks Analytics platform updates, new features, and cutting-edge practices in smart building technology, data analytics, and advanced troubleshooting.
- Performs additional duties as assigned.
Qualifications
Skills and Abilities:
Expert knowledge of Building Automation Systems (BAS), complex HVAC systems, building controls, and smart building technologies.
Advanced proficiency in diagnosing and resolving technical issues related to data connectivity, network protocols (e.g., BACnet IP/MSTP, Modbus, OPC UA, MQTT), and cloud-based SaaS platforms.
Exceptional analytical and problem-solving skills to perform deep dives into complex technical and data-related challenges in real-world building environments.
Ability to interpret and analyze complex technical documentation, schematics, and system architectures
Education And Experience
Minimum required Educational Degree: Bachelor's degree in Engineering (Mechanical, Electrical, Computer), Computer Science, Information Technology, or a closely related
technical field.
2+ years of direct experience in technical support, field service, or a help desk role.
Experience with building analytics platforms or enterprise-level SaaS solutions is highly desirable.
Certification in specific BAS vendor certifications, ITIL Expert, CompTIA Network+, relevant cloud platform support certifications is a plus.
