Implementation Specialist

FacilityOS•Annapolis, MD

36d•$60,000 - $70,000•Hybrid

About The Position

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. This is a hybrid position in our office in Annapolis, Maryland, where you'll be required to be in the office at least three days a week with the flexibility to work from home the remaining days if desired.

Requirements

2+ years in customer-facing digital roles (Implementation, Technical Support, Professional Services, Solutions Consulting), ideally supporting enterprise clients and hardware/software products.
Proven ability to manage multiple customer projects simultaneously, including timelines, dependencies, and stakeholder communication.
Strong troubleshooting skills across software, hardware, and networking (Wi-Fi, Bluetooth, Ethernet, firewall/proxy constraints, basic MDM familiarity a plus).
Experience with tools like Zendesk, Gainsight, Salesforce, Notion, Scribe and Microsoft Suite; comfortable working in ticketing + project-tracking environments
Knowledge of databases and how they integrate with other platforms; experience or knowledge of basic/intermediate SQL queries (e.g., joins, filtering, validating imports).
Ability to perform PC software/hardware installations and device setup, including loading applications and hardware drivers.
Strong problem-solving and creative thinking.
Excellent time management, prioritization, and ability to drive work to closure.
Confident communicator who can translate technical topics for both technical and non-technical audiences.
Collaborative, team-oriented mindset with a customer-first approach.
Patient and empathetic approach—especially during high-stakes go-lives and escalations.

Nice To Haves

Interest in AI for support/enablement or process automation is a plus.

Responsibilities

Lead end-to-end customer implementations from kickoff through go-live and hypercare.
Define implementation plans, timelines, milestones, and success criteria; keep projects on track and customers informed.
Configure FacilityOS solutions to match customer workflows, security requirements, and site-specific needs.
Drive rollout readiness across stakeholders (IT, Security, Facilities, Reception/Front Desk, Compliance), ensuring adoption and operational continuity.
Serve 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.
Support customer technical discovery (network/Wi-Fi, device provisioning, permissions, integrations) and identify risks early.
Diagnose complex issues during implementation, reproduce bugs, document findings, and coordinate resolution.
Assist with data onboarding (imports/migration), validation, and mapping; ensure data quality prior to launch.
Use SQL and database concepts to validate records, troubleshoot data issues, and confirm integration outcomes.
Deliver customer training (live sessions, recorded content, and tailored enablement) for admins and end users.
Create and maintain internal and customer-facing documentation: implementation guides, configuration playbooks, rollout checklists, and FAQs.
Act as the coordination point between Professional Services, Support, Engineering, and QA during implementations.
Provide structured handoff documentation to Support/CS after go-live (configuration summary, known risks, escalation paths, environment notes).
Identify recurring implementation friction and propose process improvements to increase speed, quality, and scalability.
Comfortable running implementation calls: kickoff, technical discovery, configuration workshops, training, and go-live readiness.
Ability to define scope, manage change requests, and set/maintain expectations to avoid implementation drift.
Strong documentation habits: requirements capture, decision logs, risks/issues tracking, and clear next steps after every customer touchpoint.
Experience working with customer IT/security stakeholders and translating requirements into technical configuration steps.