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Technical Support Engineer (Tier 3)

Job DescriptionJob Description

At Automated Logic (ALC), we've been developing and supporting intelligent building solutions that have helped customers, including small businesses to Fortune 500 corporations, operate their buildings more efficiently for over 40 years. Our products help reduce energy consumption, lower utility, operating, and maintenance costs, and improve indoor air quality, occupant comfort, and productivity. Technology that supports the buildings and industry of today and tomorrow requires a wide range of talents and skill sets.

Role Description

Automated Logic Corporation is seeking a Technical Support Engineer to join our team. This is a full-time position based in Kennesaw, GA, with flexibility for remote work.

In this role, you will provide advanced technical support for building automation systems used in facilities ranging from schools and hospitals to data centers and Fortune 500 campuses. You'll investigate complex technical issues, assist with integrations and networking challenges, work directly with Engineering on product improvements, and help shape the future direction of our solutions. If you enjoy troubleshooting difficult problems, continuously learning new technologies, and making a real impact on customer success, this role offers a unique opportunity to do all three.

Key Responsibilities

  • Provide technical support and troubleshooting expertise for Automated Logic hardware and software products
  • Collaborate with engineers and cross-functional teams to troubleshoot and resolve complex technical issues
  • Provide feedback to Documentation and Training teams to improve product documentation, training materials, and user experience
  • Conduct final validation and checkout testing of new products prior to release to ensure quality and functionality
  • Participate in beta testing activities and provide feedback that influences future product development and product quality
  • Assist the Training department with content development, delivery, and technical support
  • Document troubleshooting findings, resolutions, and best practices for internal and customer-facing knowledge resources
  • Work closely with Product Management and Engineering to identify, reproduce, and escalate product defects
  • Serve as an escalation point for complex technical issues that cannot be resolved through standard support channels

Basic Qualifications

  • Bachelor's degree in Engineering, Computer Science, Information Technology, or a related technical field, or equivalent experience
  • Relevant technical certifications
  • Experience troubleshooting and resolving complex technical issues
  • Knowledge of networking, control systems, and automation technologies
  • Strong understanding of TCP/IP networking fundamentals
  • Basic understanding of database concepts and fundamentals
  • Ability to create, review, and edit technical documentation
  • Strong written and verbal communication skills in English
  • Ability to clearly communicate complex technical concepts to both technical and non-technical audiences
  • Experience working effectively in a collaborative team environment
  • Ability to work independently with minimal supervision
  • Commitment to continuous learning and professional development

Qualifications

  • Experience with HVAC controls, building automation systems, or related technologies
  • Experience in a Tier 3 or advanced technical support role
  • Experience troubleshooting IP networks, communications protocols, and system integrations
  • Experience with Linux operating systems

Position Summary

This position provides the opportunity to work on complex building automation, networking, cloud, and integration challenges while collaborating directly with Engineering and Product Management to improve the next of Automated Logic products. The ideal candidate is a strong problem solver who enjoys diagnosing technical challenges, continuously learning new technologies, and helping customers succeed.