Support Specialist

SUPPORT SPECIALIST

MISSION: TO DESIGN & DELIVER EPIC INTERACTIVE EXPERIENCES FOR EVERY SINGLE GUEST

VALUES: EXCELLENCE: We are relentless in our pursuit to be the best.

PASSION: We love our guests, our brand and our games.

GROWTH: We believe in expanding our business and selflessly working together

INTEGRITY: We endeavor to honor God through hard work, honesty, generosity and fairness.

TEAMWORK: We can best accomplish our goals by selflessly working together.

CREATIVITY: We are always expanding the boundaries of what is possible.

OVERVIEW

The Support Specialist keeps the systems behind TEG's experiences running reliably across stores within a single assigned zone, specializing in one of two tracks. The Controls track covers game control systems: sensors, triggers, locks, automation, low-voltage wiring, networking, and the audio, video, and lighting that bring games to life. The Facilities track covers building systems: HVAC, electrical, plumbing, lighting, and repairs coordinated with property management and outside vendors. Both tracks support new store launches and field troubleshooting. It is a fit for someone hands-on, methodical, and willing to travel to keep stores and games running at a high standard.

KEY RESPONSIBILITIES

• Zone Support (both tracks)

• Serve as the primary point of contact for issues in your specialty across the stores in the assigned zone, and collaborate with other zones on related issues.

• Resolve issues in the store via tickets and calls.

• Travel for repairs as needed & coordinate with Ops for effective resolution.

• Facilitate repairs with third-party vendors as necessary.

• Train stores on safe tool usage.

• Be an ambassador of TEG's brand during all site visits.

• Controls Track

• Diagnose and troubleshoot control systems, including PLCs, sensors, triggers, maglocks, relays, solenoids, wiring, audio, video, and lighting.

• Coordinate with the product and build teams on controls integration for new games, and update the knowledge base accordingly.

• Produce and stock spare tech components.

• Facilities Track

• Diagnose and troubleshoot HVAC, electrical, plumbing, and other facility issues.

• Coordinate repairs & service with property management and third-party vendors.

• Monitor HVAC performance & respond to conditions that affect guest or team comfort.

• Maintain preventive maintenance schedules for building equipment.

• Track facilities service history and vendor relationships for the zone.

JOB REQUIREMENTS

• A love for escape games and experiential entertainment.

• Strong organizational & communication skills.

• Ability to lift/carry up to 50 pounds individually.

• Able to stand, walk, climb ladders, and navigate tight spaces for extended periods of time.

• Basic Google Suite experience (Gmail, Drive, Sheets, Docs).

• Basic understanding of production and fabrication processes, including CNC, Carpentry, Scenic, Paint, and Controls Technology.

• Facilities Track Requirements:

• Working knowledge of HVAC systems and the ability to diagnose common heating, cooling, and airflow issues.

• Familiarity with general building systems, including electrical, plumbing, and lighting.

• Experience troubleshooting mechanical or facilities issues and coordinating repairs with property management and third-party trade vendors.

• Comfort reading floor plans and building drawings.

• Proficiency with hand and power tools, and safe tool usage.

STARTING PAY: $22-25/hour, depending on experience

EXPECTED AVERAGE WEEKLY HOURS: 40-45 hours per week in-office, and up to 70 hours per week on-site.

• Overtime will be paid in accordance with state and federal laws.

TRAVEL EXPECTATIONS: Travel for store launches and emergency support as needed. Up to 2 weeks at a time.

EXPECTED SCHEDULE: Monday - Friday, plus an on-call rotation that includes nights, weekends, and holidays.