Digital Building Support Engineer
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Job Description
Digital Building Support Engineer resolving advanced BAS, HVAC, connectivity, and SaaS issues. Supporting customers using a smart building intelligence platform remotely from the Philippines.
Responsibilities:
- Provide advanced-tier technical support to client customers through various channels
- Resolve escalated inquiries and critical issues
- Diagnose and troubleshoot complex data ingestion, processing, and connectivity problems involving BAS and smart building sensors
- Investigate platform functionality issues, data discrepancies, and performance anomalies
- Interpret complex data insights and optimize system configurations for operational efficiency and task prioritization
- Collaborate with Digital Building Engineers, Integration Engineers, and Software Development teams
- Perform root cause analysis and help prevent recurring technical issues
- Develop knowledge-base solution articles, advanced troubleshooting guides, and best-practices documentation
- Facilitate remote diagnostics and assist with complex data connection configurations and system optimizations
- Provide feedback to product and engineering teams to drive platform improvements
- Stay current on platform updates, new features, smart building technology, data analytics, and advanced troubleshooting
Requirements:
- Bachelor's degree in Engineering (Mechanical, Electrical, Computer), Computer Science, Information Technology, or a closely related technical field
- Minimum 2+ years of direct experience in technical support, field service, or a help desk role
- Expert knowledge of Building Automation Systems (BAS), complex HVAC systems, building controls, FDD, and smart building technologies
- Advanced proficiency diagnosing and resolving technical issues involving data connectivity, network protocols (BACnet IP/MSTP, Modbus, OPC UA, MQTT), and cloud-based SaaS platforms
- Exceptional analytical and problem-solving skills for complex technical and data-related challenges
- Ability to interpret and analyze complex technical documentation, schematics, and system architectures
- Experience with building analytics platforms or enterprise-level SaaS solutions highly desirable
- BAS vendor certification, ITIL Expert, CompTIA Network+, or relevant cloud platform support certifications are a plus
- Required skills: FDD, BMS, BAS, HVAC
- Ability to work the 9 pm–6 am PHT shift
Benefits:
- Remote work setup
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