Technical Support Analyst
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.
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
- 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.
Responsibilities
- Respond to customer inquiries via email, chat, phone, or video.
- Accurately diagnose issues and provide efficient, positive resolutions.
- 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.
- Bridge communication between Support, Engineering, QA, and Professional Services.
- Reproduce and document issues, ensuring timely resolution and clear customer communication.
- Become a FacilityOS expert.
- Create internal and customer-facing documentation, training materials, and help center articles.
- Improve and build support processes to increase team efficiency and performance.
Benefits
- Comprehensive health coverage
- A Hybrid work environment
- Opportunity for advancement and growth
- Catered Events, Snacks, Drinks
- Birthday and Life Celebrations
- Two annual parties in a year
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
