Technical Support Analyst

Socket.dev; Maryland; Hybrid; USD 60,000 - 85,000; Full time

Benefits offered by this job

Hybrid work environment

Comprehensive health coverage

Birthday and Life Celebrations

Job summary

FacilityOS in Maryland is seeking a Customer Support Specialist to respond to inquiries and diagnose issues across software, hardware, and peripherals.

You will work with Support, Engineering, QA, and Professional Services to ensure timely resolutions, while creating helpful internal and customer documentation.

The role emphasizes strong communication, problem solving, and a collaborative approach in a high-growth environment with a hybrid in-office schedule.

Qualifications

• 2+ years in customer-facing digital support for enterprise clients.
• Clear communication tailored to varied audiences.
• Troubleshooting across software, hardware, and networking.
• Experience with Zendesk and Microsoft Suite.
• Knowledge of databases and their integrations.
• Basic/intermediate SQL querying experience.
• Ability to install software/hardware on PCs.

Responsibilities

• Respond to customer inquiries via email, chat, phone, or video.
• Diagnose issues and provide efficient resolutions.
• Bridge communication between Support, Engineering, QA, and Professional Services.
• Create internal and customer-facing documentation and training materials.
• Improve support processes to increase team efficiency.

Skills

Customer support experience

Enterprise hardware/software support

Strong communication

Troubleshooting software/hardware

Zendesk

Microsoft Office

SQL knowledge

Tools

Zendesk

Microsoft Suite

Job description

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.

What You’ll Be Doing

• 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.

Experience & Technical Skills

• 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

Soft 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.

Why work at FacilityOS?

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

FacilityOS Commitment

We believe that a diverse team is the key to innovation and growth. We are an equal opportunity employer that value diversity at our company and encourage all candidates to apply. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

FacilityOS will accommodate individuals with disabilities through each stage of the recruitment and selection process. Please advise us of any needs when your interview is booked, and we will do our best to meet your needs.

Please note that all candidates must be legally eligible to work in the location in which you applied.

Background and Reference Checks

Any offer of employment may be conditional upon full background checks including a criminal record check, a credit check and employment and educational verifications. A reference check will also be conducted.

We may use artificial intelligence (AI) tools to support parts of the hiring process such as reviewing applications. These tools assist the recruitment team but do not replace human judgment. All advancement and hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us or click here.

FacilityOS thanks all candidates for their interest, however only those selected to continue in the process will be contacted.