- Diagnose and resolve customer technical issues across BMS, HVAC controls, networking, and connected devices.
- Troubleshoot BACnet integration issues, including point discovery, mapping, communication, and data validation.
- Diagnose IP networking and connectivity issues involving DHCP, DNS, VLANs, firewalls, proxies, SSL inspection, and NTP.
- Manage and resolve technical customer support cases through an external support queue.
- Support Sales with technical questions during the pre-sales process.
- Communicate complex technical issues clearly to both technical and non-technical audiences.
- Provide product and engineering teams with feedback on recurring technical issues and customer requirements.