(Remote) Technical Solutions Engineer /Manager

Executive search firm Monroe Consulting Group Philippines is recruiting on behalf of an IT company that provides a comprehensive indoor air quality optimization platform, combining innovative hardware, software, and the expertise of experienced professionals to help organizations assess, monitor, and improve indoor air quality-creating healthier workplaces and enhancing occupant comfort and wellbeing.

• As a Technical Solutions Engineer, you are the frontline technical expert - the person our customers, and our own revenue teams, turn to when a problem needs real diagnosis.
• You'll own our customer support channel end to end. All sorts of inquiries land on your plate: account and access requests, device setup and Wi-Fi questions, dashboard how-tos, data exports, calibration and data-quality questions, RMA intake, API questions, devices and gateways offline, and BMS integration issues. Much of this is straightforward, and you should be doing it fast and doing it well. But the real challenge - and where you'll shine the most - is the complex troubleshooting: a device that can't get through a corporate firewall, a gateway that keeps dropping its cellular connection, BACnet points that won't show up on the customer's BMS, or a sensor reading that doesn't match what the building is doing. That's where your background makes the difference, and it's what matters most to our enterprise customers.
• Beyond the support channel, you're the internal technical resource for our revenue teams - Customer Success, Sales, and Deployment. That can mean investigating an account's device health before a client meeting, answering integration questions mid-deal, drafting security questionnaire responses, joining a customer call as the expert who can talk to a client's BMS engineer or network administrator as a peer, or any technical questions that fall under your expertise.
• You will bring real HVAC, BMS, or controls industry experience. You've commissioned points on a BMS, argued with a network admin about a switch port, or diagnosed why a sensor reads "wrong" because of where it's mounted. That domain knowledge is the point of this hire - you won't just answer tickets, you'll raise the technical ceiling of the whole company.
• Just as important: this role is as much customer service as it is engineering. You are the first line of defense for every customer who reaches out, and how you communicate - your clarity, your responsiveness, your judgment - is the company's experience for them. A technically correct answer delivered poorly still damages trust, and a mishandled interaction reflects on the company, not just on the ticket. We're looking for someone with a genuine customer-first mindset: someone who thinks about how the person on the other end is experiencing the process, who knows when to step out of the technical weeds because the customer needs a decision or an update more than another diagnostic round, and who takes pride in customers walking away feeling looked after - not just unblocked.

What You'll Do

Own the customer support channel (~50%)

• Handle all incoming support inquiries via our HubSpot ticketing system - triage, diagnose, resolve, and close the loop, owning first-reply time, resolution time, and support satisfaction.
• Resolve the everyday volume quickly and well: account and access requests, device onboarding, Wi-Fi and dashboard questions, RMA intake, data exports. We're actively building AI assistance to draft the routine replies for your review, so your time increasingly goes where your judgment is needed.
• Take the hard cases properly: enterprise network admission failures, proxy and SSL-inspection issues, gateway and cellular faults, BACnet/Modbus integration problems, and disputed sensor readings. These often run four, five, or more rounds of correspondence - you stay on top of every open thread until it's resolved, keeping the client updated throughout.
• Know when to stop troubleshooting and change course - escalating, proposing a replacement, or bringing in a decision-maker - because the customer's experience matters more than winning the diagnostic battle.
• Lightly triage the inbox: route sales inquiries, RFQs, and vendor administration to the right teams so support stays focused on support.

Serve as the technical resource for our revenue teams (~30%)

• The shape of this work varies week to week, and it will evolve as the team and our accounts grow. Typical examples:
• Customer Success: Investigate account health ahead of client meetings - which devices and gateways are offline and why, what the likely root causes are, and what we should do about it - so the CSM walks in with answers and a plan.
• Sales: Field technical questions mid-deal, help scope BMS integrations, review deals for technical risk, draft first-pass responses to enterprise security questionnaires, and join customer calls when a prospect's IT or BMS team wants to go deep.
• Deployment: Our Deployment Managers are technical and resolve most on-site issues themselves. You're their escalation path for the genuinely complex cases - especially those needing deep HVAC, BMS, or controls domain knowledge.

Build and maintain the technical knowledge base (~10%)

• Own the internal knowledge base for complex troubleshooting: every hard case you crack becomes a documented, searchable resolution.
• Turn recurring issues into external-facing support center articles where appropriate.
• Co-create deployment reference materials with our Deployment Managers (who own deployment process documentation), contributing the deep technical content.
• Work daily with our diagnostic and device-management stack - including vendor platforms like Multitech DeviceHQ and RAK WisDM for gateway fleets, plus the company's own configuration and diagnostic tooling - and help improve how we use it.

Feed what you learn back into the company (~10%)

• Surface recurring failure modes, bugs, and customer feedback to product and engineering.
• Run informal post-mortems on repeat issues and push fixes into firmware, product, and our SOPs.

What You'll Bring

Experience:

• 3-5 years of hands-on experience in HVAC, building management systems (BMS), or building controls - this is a hard requirement. Backgrounds we're looking for include: controls/commissioning/applications engineer at a controls vendor (e.g., Johnson Controls, Honeywell, Siemens, Schneider Electric, Automated Logic, Distech, Delta Controls, Trane, Carrier, Belimo, Azbil); technical support engineer for a BMS or HVAC controls product line; controls or systems integrator (Niagara/Tridium, Desigo, EcoStruxure, Metasys, WebCTRL); or BMS engineer on the operator side of a large commercial portfolio.
• Prior customer-facing support experience is a hard requirement. You have spent real time in a role where external customers were your daily responsibility: a support desk, a helpdesk, an applications or field support function, or account-facing technical work. You've handled global customers, managed a queue, and owned issues end to end.

Technical Aptitude:

• Comfortable working across building protocols (BACnet/IP, Modbus TCP) - you've connected devices to a BMS and debugged the integration when points didn't show up.
• Enough HVAC fluency to read an air quality pattern as a building behavior rather than a sensor fault.
• Strong practical IP networking - you'll spend more time on networks than on air, diagnosing why a device on a corporate network can't reach the cloud, from IP assignment through firewalls, proxies, and port-level access control.
• Hands-on exposure to the wireless and edge side (Wi-Fi constraints, LoRaWAN gateways, cellular, PoE) is a plus.
• Familiarity with WELL/LEED, APIs, or ticketing systems like HubSpot is a plus.

Communication & Customer-First Mindset:

• Native or near-native English, written and spoken. The majority of this role is written customer communication, and your writing is the product our customers experience.
• You explain the why, not just the fix, and you adjust naturally between a facilities manager, a network admin, and a sustainability director - never talking down to anyone, never burying a non-technical reader in jargon.
• You think about the customer's experience of the process, not just the outcome: proactive updates before they have to chase you, honest timelines, and clear next steps at every turn.
• You understand that every message you send represents the company - and you genuinely care that customers come away more confident in us than when they arrived.

Education:

• Bachelor's degree in a relevant field or equivalent practical experience.

What Will Make You Successful

• Ownership. No handing a customer back and forth; no "that's a network issue on your side" as a closing line. You own the problem until it's resolved or explicitly handed off with context.
• Diagnostic discipline. You isolate the failing layer before proposing fixes, you say what you don't know, and then you go find out.
• Thread management. Complex cases take weeks and many rounds. You keep every open case moving and every client informed - nobody chases you for an update.
• Customer service mindset with technical authority. You take pride in a clean queue and a well-closed ticket, including the routine ones. You make customers feel well taken care of and confident in the organization's capabilities.
• Initiative. You see room for optimization in our processes, docs, and tooling, and you act on it. You'll be the founding member of a dedicated technical support function - the person who shapes how this role works, not one seat in an established machine.

Working Hours

• Remote, based in the Philippines, working primarily your local hours.
• Schedule flexibility to accommodate a few hours a week working outside standard local hours to overlap with our global team and customers in Europe and the Americas - this is a standing part of the role, since escalations from sales, CS, and deployments are global.
• Occasional additional flexibility for a live deployment or customer call in a difficult time zone.