Technical Support Analyst - Hybrid, Growth & Enterprise

Facilityos; Annapolis (MD); Hybrid; USD 60,000 - 90,000; Full time

Benefits offered by this job

Hybrid work environment

Health coverage

Catered events and snacks

Job summary

FacilityOS is seeking a Customer Support specialist in Annapolis, MD to diagnose inquiries via email, chat, phone, or video and provide timely resolutions. You will serve as a technical expert for FacilityOS software, hardware and integrations, collaborating with Engineering, QA, and Professional Services to reproduce and document issues.

You will also create internal and customer-facing documentation, training materials, and help center articles while helping to optimize support processes.

Qualifications

• 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 Zendesk and 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.

Responsibilities

• Respond to customer inquiries via email, chat, phone, or video with accurate diagnosis and efficient resolutions.
• Act as a technical expert for FacilityOS software, hardware and integrations.
• Bridge communication between Support, Engineering, QA, and Professional Services; reproduce and document issues.
• Create internal and customer-facing documentation, training materials, and help center articles.
• Improve and build support processes to increase team efficiency and performance.

Skills

Customer support

Troubleshooting

Communication

SQL

Databases

Networking

Time management

Team collaboration

Empathy

Tools

Zendesk

Microsoft Suite

Job description

FacilityOS is seeking a Customer Support specialist in Annapolis, MD to diagnose inquiries via email, chat, phone, or video and provide timely resolutions. You will serve as a technical expert for FacilityOS software, hardware and integrations, collaborating with Engineering, QA, and Professional Services to reproduce and document issues.

You will also create internal and customer-facing documentation, training materials, and help center articles while helping to optimize support processes.