Why This Job is Featured on The SaaS Jobs
This Technical Support Analyst position sits at a familiar pressure point in B2B SaaS: translating real customer friction into actionable signals for product and engineering. FacilityOS operates a platform that spans cloud and on prem deployments and touches hardware, mobile apps, and integrations, which makes support less about ticket closure and more about systems level diagnosis across an enterprise environment.
For a SaaS career, the role builds durable leverage in three directions. First, it develops an operator’s view of how subscription software behaves in production, including reliability, configuration, and integration edge cases. Second, it strengthens cross functional fluency by formalising escalation paths and documentation that connect Support, QA, Engineering, and Professional Services. Third, it creates a foundation for later moves into technical account management, solutions engineering, customer success operations, or support leadership, where pattern recognition and structured troubleshooting are core assets.
The listing signals a fit for professionals who enjoy methodical investigation, clear written communication, and steady customer interaction across multiple channels. It also suits someone who prefers hybrid collaboration and wants hands on exposure to both software and device ecosystems, rather than a narrowly scoped helpdesk remit.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
Role: Technical Support Analyst
Location: Annapolis, Maryland (Hybrid — 3+ days in office)
Reports to: Director Customer Support
Benefits: Paid time off, with a comprehensive health and benefits package
Visa Sponsorship: Not available
About FacilityOS (Formerly iLobby)
FacilityOS is a dynamic and innovative B2B SaaS company headquartered in the heart of Toronto's vibrant tech ecosystem. We are on a high-growth trajectory, providing a market-leading platform that helps businesses improve their safety, security, compliance, and efficiency across many critical facility touchpoints. We are a team of passionate, driven individuals committed to excellence, innovation, and redefining our industry.
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.
What You'll Be Doing
- Customer Support: Respond to customer inquiries via email, chat, phone, and video-conference. Accurately diagnose issues and provide efficient, positive resolutions.
- Technical Troubleshooting: Act as a technical expert for FacilityOS software solutions running on cloud-based and on-premise environments, including problem solving on client and server side, 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. Contribute to internal and customer-facing documentation, training materials, and help center articles.
- Process Optimization: Provide feedback to improve support processes to increase team efficiency and customer experience.
Experience & Technical
- 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.).
- Knowledge of databases and how they integrate with other platforms
- Experience or knowledge of basic/intermediate SQL queries
- Ability to perform PC software and hardware installations/upgrades, including on Windows based server environments.
- Familiarity with tools like Zendesk, Microsoft Suite
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?
FacilityOS is the global leader in enterprise visitor management, helping complex enterprises digitize, optimize, and automate their key facility process – from streamlined visitor management to emergency evacuation, our Facility OS Platform is cutting edge and driving significant value with our customers.
We work hard and play hard, and we do it 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 (includes Dental and Vision coverage)
🏠A Hybrid work environment with our office based in North York, Toronto
💡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 encourages 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 United States of America.
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.
FacilityOS Website: https://www.facilityos.com/
Follow us on LinkedIn: https://www.linkedin.com/company/facilityos
Office location: 275 West Street, Suite 400, Annapolis, MD 21401
To apply: Please apply through the application link
