This position is Fully Remote but applicants must be able to commute to Saddle Brook, New Jersey for training and occasional meetings.

Benefits and Perks

Fully remote

Direct mentorship with CTO

On-the-job training

Paid time off (vacation, sick, holiday)

Health insurance

Dental insurance

Vision insurance

401(k)

Qualifications

Required: Located in New Jersey

Required: US citizen or permanent resident

Required: 2-3 years of SQL experience

Required: 2-3 years of relational database experience (MySQL preferred).

Required: 2-3 years software troubleshooting in a client-facing role.

Required: Critical thinking and problem-solving skills.

Required: Ability to quickly learn new technologies and adapt to unfamiliar situations.

Required: Excellent interpersonal and written / verbal communication skills.

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

Preferred: Ability to read and understand code

Preferred: Proficiency in Linux

Preferred: Experience with PHP 7 or higher

Preferred: Familiarity with LAMP server setup

Preferred: Understanding of AWS

Preferred: Experience with construction management, project management, or process management software.

Position Description

As an Application Support Engineer, you will serve as the primary point of contact for all user inquiries regarding our commissioning software. You will help clients across geographic locations 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.

About Facility Grid

Established and growing, Facility Grid is a unique company that combines a vibrant start-up culture with proven success and continuous improvement. In business for 10 years, we have an established client base and are poised for significant growth. We take pride in our collaborative work environment where we strive to cut out hierarchy and red tape — each employee and opinion is valued as an integral part of our success.

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.

This is a remote position.