What are the responsibilities and job description for the Support Specialist position at The Escape Game?
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.
Salary : $22 - $25