The BAS Technical Support Specialist at Cochrane Supply & Engineering delivers hands-on technical assistance for building automation systems and HVAC controls. This onsite role in Houston, TX supports real-world troubleshooting across wiring, networks, protocols, and commissioning, while working closely with customers, technicians, and manufacturers to resolve confirmed product issues.
You will spend time in phone and ticket-based support flows and also perform lab bench testing to stage, configure, and commission controllers and gateways before they ship. The position is full-time (40 hours per week on weekdays), with occasional regional site visits for on-site troubleshooting or startup support.
What you’ll do
- Handle phone and technical support ticket queue troubleshooting, coordinate live resolution with technicians, and escalate confirmed product issues to manufacturers.
- Provide technical support via phone, email, and ticketing systems for contractors, system integrators, building owners, and end users.
- Troubleshoot Niagara Framework topics including station configuration, drivers, points, histories, alarms, licensing, and platform or upgrade problems.
- Support customers using other building controller programming and configuration tools distributed by the team.
- Diagnose field wiring and communication problems, including power, terminations, shielding, grounding, and RS-485 daisy-chain and termination issues.
- Troubleshoot IP networking for controls, covering addressing, subnets, VLANs, port forwarding, remote access, and BACnet/IP behavior on customer networks.
- Bench-test, stage, configure, and commission controllers and gateways prior to delivery.
- Reproduce reported issues in the lab, then document root cause and resolution.
- Escalate confirmed product defects to manufacturers and track resolution progress.
- Document solutions in an internal knowledge base to support faster repeat answers.
- Support sales and inside sales with technical questions, compatibility checks, and part selection.
- Assist with customer training sessions, lunch-and-learns, and product demonstrations.
- Complete occasional regional travel for on-site troubleshooting or startup support.
- Perform other duties as assigned.
Requirements
- Bachelor’s degree or equivalent experience in Information Technology/Systems, Computer/Data Science, Information Systems, Engineering, or a related field.
- General networking fundamentals, including TCP/IP, subnetting, and serial communications such as RS-485/RS-232.
- Proficiency on Windows platforms.
- Strong verbal and written communication, including the ability to guide a technician through a fix over the phone.
- Ability to quickly learn and retain working knowledge of new software, products, and concepts.
- Valid driver’s license.
Technology exposure
- Niagara Framework (including Niagara 4)
- TCP/IP, RS-485, RS-232
- BACnet/IP, BACnet
- VLANs
- LonWorks, Modbus
- Windows
- Zendesk, Freshdesk, ServiceNow
- SQL, CSV
Work schedule and environment
- Full-time role, 40 hours per week on weekdays (7:30a to 5:00p).
- Combination of desk-based support work at the branch in Mississauga, ON, hands-on bench and lab work, plus occasional site visits.
Compensation and benefits
- Salary position, paid bi-weekly: $80,000 to $100,000 per year.
- Starting salary is negotiable based on qualifications and experience.
- 401(k) matching.
- Dental insurance, health insurance, vision insurance.
- Employee assistance program, employee discount.
- Flexible spending account and health savings account.
- Life insurance.
- Paid time off.
- Tuition reimbursement.
Note: This is not a software development position. The team supports HVAC controls and controls software focused on wiring, networks, protocols, commissioning, and the tools customers use to run their buildings.
Background check and eligibility: Employment offers are contingent upon complete satisfaction of a background check, including verification of employment history and criminal record. Cochrane Supply & Engineering is an Equal Employment Opportunity employer and participates in E-Verify, with documentation submitted for work authorization confirmation.
