Technical Support Engineer

About the Role

We are seeking a Technical Support Engineer to provide advanced technical support for Automated Logic products and systems. In this role, you will support the Automated Logic dealer network by helping diagnose and resolve technical issues related to hardware, software, firmware, networking, and system configuration.

This is a hybrid role, with a combination of in-office and remote work. Candidates should be able to work from our Kennesaw, GA office as needed while also having the flexibility to work remotely. This position is a Tier 3 technical support role focused on helping dealers troubleshoot complex product and system issues while supporting product quality, documentation, training, and continuous improvement efforts.

Key Responsibilities

• Provide advanced online and phone-based technical support to the Automated Logic dealer network.
• Troubleshoot complex hardware, software, firmware, networking, and system configuration issues.
• Reproduce reported issues when possible, collect and analyze diagnostic information, and provide clear technical findings to Engineering and Product teams.
• Work closely with internal teams to investigate escalated technical issues and support customer resolution.
• Provide feedback to documentation and training teams to improve customer-facing and internal technical resources.
• Assist with final checkout activities for new products before release.
• Participate in beta testing programs and provide practical technical feedback.
• Support training initiatives as needed by sharing product knowledge and technical expertise.

Qualifications & Experience

• High School Diploma or GED.
• Bachelor's degree in a technical discipline or equivalent relevant experience in building automation, controls, IT networking, technical support, or a related field.
• 2+ years of experience with a controls company, including engineering, field technician, job start-up, or service experience; or 2+ years of IT networking experience.

Preferred Skills

• Experience with BACnet/SC or industrial networking is a plus.
• Experience with WebCTRL or other building automation systems
• IT-related certifications are a plus.
• Ability to explain technical concepts to non-technical users.
• Strong troubleshooting skills and attention to detail.
• Technical certifications and any direct Automated Logic training are a plus.

• Hands-on experience setting up certificates (PKI infrastructure).
• Basic scripting or automation experience (PowerShell, Python, or Bash) is a plus.
• Linux experience is a plus.
• Prior experience in a customer-facing technical role.