This position is located in the NY tri state area. Used by the world’s largest construction companies, commissioning providers, and building owners, Facility Grid enables users to track and manage building assets throughout the installation, quality control (QC), and commissioning (Cx) processes. Our mobile application helps the field capture data efficiently and increases the capacity of high-value resources. Facility Grid provides real-time updates to schedules and stakeholders, keeping teams on track and delivering transparency, accountability, and quality throughout the construction lifecycle.

Our SaaS-based solutions include our Operational Readiness and Cx offerings. Operational Readiness helps general contractors, trade partners, and building owners manage QC and Cx activities and workflows through a single interface. Easily import spreadsheets with asset data, checklists, and functional testing forms and utilize libraries and templates to standardize processes. Our Cx solution provides Cx agents with the best tools to easily document, execute, manage, and deliver Cx projects to building owners, including compiling final project deliverables for turnover. Both solutions offer the option to update information from the job site with Facility Grid's convenient mobile apps.

Position Description

As a Technical Support Engineer, you will serve as the primary point of contact for all user inquiries regarding our commissioning software. You will help clients use the product correctly, troubleshoot issues, and work with our development team to have them addressed. Regardless of the task, you will always be committed to providing a stellar customer service experience.

Job Responsibilities

• Provide exceptional customer support by promptly responding to user inquiries and troubleshooting technical issues.

• Investigate and resolve software bugs, working closely with the development team to ensure timely resolution and deliver a high-quality user experience.

• Monitor and maintain production environments to ensure system stability, performance, and availability.

• Utilize SQL queries to extract and analyze data, troubleshoot issues, and provide accurate information to users.

• Collaborate with cross-functional teams, including developers, product managers, and quality assurance, to improve product functionality and identify areas for enhancement.

• Create and maintain detailed documentation, including FAQs, knowledge base articles, and troubleshooting guides, to assist users in finding solutions independently.

• Proactively identify patterns and trends in user inquiries or reported issues, providing valuable feedback to the development team for continuous improvement.

• Assist with testing new product releases.

• Deliver exceptional service by effectively communicating technical concepts to non-technical users, ensuring clear understanding and satisfaction.

• Stay updated with the latest product features, enhancements, and industry trends to provide accurate and up-to-date support to users.

• Continuously improve personal technical skills and knowledge, staying proficient in SQL and other relevant technologies.

Qualifications & Requirements

2-3 years of experience:

• Required:

• SQL

• relational databases (MySQL preferred)

• software troubleshooting

• Stronglypreferred:

• Ability to read and understand code

• Proficiency in Linux

• Experience with PHP 7 or higher

• Familiarity with LAMP server setup

• Beneficial:

• Understanding of AWS

• Experience with construction management, project management, or process management software.

Professional Skills & Experience

• Experience providing technical support in a client-facing role.

• Critical thinking and problem-solving skills.

• Proven expertise in troubleshooting technical issues.

• Strong communication and interpersonal skills.

• Ability to multi-task, prioritize, and manage time effectively.

• Ability to quickly learn new technologies and adapt to unfamiliar situations.

An ideal candidate will be a solution-oriented self-starter with a strong work ethic and meticulous attention to detail.

This is currently a fully-remote position that involves interacting with teams across geographic locations. It will become hybrid in Northern NJ in 2024.

Must be a US citizen or permanent resident.

Submit resumes to: julia.shamis@facilitygrid.com

Direct hire only. No headhunters, please!

Flexible work from home options available.