Technical Support Analyst

About FacilityOS

FacilityOS is a fast-growing company redefining how facilities operate—bringing safety, security, and daily operations into one unified platform used by organizations around the world. As we continue to scale globally, we’re building a team of driven, curious people who want to make an impact. You’ll be part of a dynamic, collaborative culture where individuals are trusted to take ownership, solve meaningful problems, and grow in their careers. Our team comes together in-office twice a week to connect, collaborate, and build momentum. If you’re looking to do your best work alongside a great team in a high-growth environment, FacilityOS is the place to build your career.

Responsibilities

• Customer Support: Respond to customer inquiries via email, chat, phone, or video. Accurately diagnose issues and provide efficient, positive resolutions.
• Technical Troubleshooting: Act as a technical expert for FacilityOS software, hardware (iPads, printers, mobile computing devices, barcode scanners, thermal printers, and other peripheral devices), mobile apps, and integrations.
• Escalation Liaison: Bridge communication between Support, Engineering, QA, and Professional Services. Reproduce and document issues, ensuring timely resolution and clear customer communication.
• Product & Knowledge Enablement: Become a FacilityOS expert. Create internal and customer-facing documentation, training materials, and help center articles.
• Process Optimization: Improve and build support processes to increase team efficiency and performance.

Requirements

• 2+ years in customer-facing digital support, ideally with enterprise clients and hardware/software products.
• Strong communication skills; ability to translate technical topics for various audiences.
• Solid troubleshooting skills across software, hardware, and networking (Wi-Fi, Bluetooth, Ethernet, etc.).
• Familiarity with tools like Zendesk, Microsoft Suite
• Knowledge of databases and how they integrate with other platforms
• Experience or knowledge of basic/intermediate SQL queries
• Ability to perform basic PC software and hardware installations, including loading applications and hardware drivers

Skills

• Strong problem-solving and creative thinking.
• Excellent time management and prioritization skills.
• Collaborative, team-oriented mindset.
• Interest in understanding technology at a deeper level.
• Patient and empathetic approach to customer interactions.

Benefits

We Work Hard And Play Hard And We Do Both With Passion And Respect For One Another. Our Company Promotes a Fast-paced, Fun, Friendly, And Highly Collaborative Work Environment That Provides:

• 🩺Comprehensive health coverage
• 🏠A Hybrid work environment
• 💡Opportunity for advancement and growth
• 🍕 Catered Events, Snacks, Drinks – You won’t go Hungry!
• 🥳 Birthday and Life Celebrations
• 🎉 Two annual parties in a year