BAS Technical Support Specialist

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.