Support Specialist

Overview

Support Specialist mission: to design & deliver epic interactive experiences for every single guest. Values include Excellence, Passion, Growth, Integrity, Teamwork, Creativity. The role keeps the systems behind TEG's experiences running reliably across stores within an assigned zone, specializing in either Controls or Facilities track. Controls track covers game control systems (sensors, triggers, locks, automation, low‑voltage wiring, networking, audio, video, lighting). Facilities track covers building systems (HVAC, electrical, plumbing, lighting) and coordinates repairs with property management and outside vendors. Both tracks support new store launches and field troubleshooting, requiring hands‑on, methodical individuals willing to travel to maintain high standards.

Key Responsibilities

• Serve as the primary point of contact for issues in your specialty across the stores in the assigned zone, collaborating with other zones on related issues.
• Resolve issues via tickets and calls; travel for repairs as needed and coordinate with Ops for effective resolution.
• Facilitate repairs with third‑party vendors when necessary.
• Train stores on safe tool usage.
• Act as an ambassador of TEG's brand during all site visits.
• Controls Track: diagnose and troubleshoot control systems (PLCs, sensors, triggers, maglocks, relays, solenoids, wiring, audio, video, lighting); coordinate with product and build teams on controls integration for new games; update the knowledge base; 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 and respond to conditions affecting 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.
• 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 specific: working knowledge of HVAC systems and 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.

Pay

Starting pay: $22‑25/hour, depending on experience.

Schedule

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.