• 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.

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.