What are the responsibilities and job description for the Technical Support Engineer position at Prescriptive Data, Inc.?
As a Technical Support Engineer at Prescriptive Data, you will play a crucial role in ensuring our
customers have a seamless experience with our product, Nantum OS. You will be our in-house expert on
Nantum OS and the internal tools needed to support our product and our customers.
The Technical Support Engineer should have working knowledge of building systems and HVAC,
experience with building communication protocols like BACnet and Modbus, and a basic knowledge of IT
and networking.
The Technical Support Engineer should be an excellent communicator and will be responsible for
engaging with our customers across our Zendesk ticketing platform, emails, phone calls, and in person.
The role is based out of New York, and will require occasional local travel (within the NYC Metro Area).
Overnight travel may be required as needed.
\n- Provide support for customer issues through various channels (ticketing system, live chat, phone, and in person) to pinpoint and address technical support inquiries.
- Support all of Nantum’s integrations with building management systems, meters, IoT devices, and APIs.
- Lead troubleshooting of all Nantum hardware installed in our customer buildings.
- Ensure customer satisfaction through regular follow-ups and timely resolution of issues.
- Provide technical guidance and support to our customers and internally within PD.
- Develop and maintain technical documentation and training materials
- Other duties may be assigned
- Self-motivated and high attention to detail
- Strong desire for continuous learning of new systems, hardware, and other technologies
- Best in class problem solving skills
- Strong oral and written communication skills
- Good understanding and technical knowledge of HVAC equipment and systems
- Good understanding and technical knowledge of building automation systems
- Organizational skills including, but not limited to, the ability to handle multiple demands and assignments, and the ability to prioritize tasks effectively and efficiently.
- Good knowledge in Microsoft Office programs
- Excellent customer service skills
- Four (4) year college engineering or technical degree required or equivalent work experience
- Niagara N4 certification is a plus
- Certified Energy Manager (CEM) and other professional certifications (LEED, CEA, etc.) also a plus
- One to Three years of related work experience
- A minimum of one-year work experience in the building automation/controls and/or installation of mechanical HVAC equipment highly preferred
- Experience with building automation systems (Tridium, Johnson Controls, Honeywell, Alerton,
- Automated Logic, ec.) highly preferred
- Working knowledge of IT and networking
Salary : $90,000 - $115,000