{"id":967522,"url":"https://alion.io/job/facilityos-technical-support-analyst","title":"Technical Support Analyst","company":{"id":673462,"name":"FacilityOS","domain":"facilityos.com","url":"https://alion.io/company/facilityos","size_band":"51-200","is_staffing_agency":false,"is_intermediary":false,"ats_vendor":"Ashby","truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"hiring_geo_confidence":"structured","locations":["Annapolis, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":46000,"max_usd":110000,"period":"year","method":"role_country_seniority_unknown","sample_n":757},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"SQL","optional":false},{"name":"Wi-Fi","optional":false}],"status":"live","first_seen_at":"2026-09-16T15:25:59Z","employer_posted_date":"2026-09-16","last_verified_at":"2026-09-23T10:18:44Z","board_verified":true,"closed_at":null,"days_open":6,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":6},"description":"About FacilityOS\nFacilityOS 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.\nAs 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.\nIf 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.\nWhat You'll Be Doing\nCustomer Support: Respond to customer inquiries via email, chat, phone, or video. Accurately diagnose issues and provide efficient, positive resolutions.\n\nTechnical 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.\n\nEscalation Liaison: Bridge communication between Support, Engineering, QA, and Professional Services. Reproduce and document issues, ensuring timely resolution and clear customer communication.\n\nProduct & Knowledge Enablement: Become a FacilityOS expert. Create internal and customer-facing documentation, training materials, and help center articles.\n\nProcess Optimization: Improve and build support processes to increase team efficiency and performance.\n\nExperience & Technical Skills\n2+ years in customer-facing digital support, ideally with enterprise clients and hardware/software products.\n\nStrong communication skills; ability to translate technical topics for various audiences.\n\nSolid troubleshooting skills across software, hardware, and networking (Wi-Fi, Bluetooth, Ethernet, etc.).\n\nFamiliarity with tools like Zendesk, Microsoft Suite\n\nKnowledge of databases and how they integrate with other platforms\n\nExperience or knowledge of basic/intermediate SQL queries\n\nAbility to perform basic PC software and hardware installations, including loading applications and hardware drivers\n\nSoft Skills:\nStrong problem-solving and creative thinking.\n\nExcellent time management and prioritization skills.\n\nCollaborative, team-oriented mindset.\n\nInterest in understanding technology at a deeper level.\n\nPatient and empathetic approach to customer interactions.\n\nWhy work at FacilityOS?\nWe 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:\nComprehensive health coverage\nA Hybrid work environment\nOpportunity for advancement and growth\nCatered Events, Snacks, Drinks - You won’t go Hungry!\nBirthday and Life Celebrations\nTwo annual parties in a year\nFacilityOS Commitment\nWe 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.\nFacilityOS 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.\nPlease note that all candidates must be legally eligible to work in the location in which you applied.\nBackground and Reference Checks\nAny 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.\nWe 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.\nFacilityOS thanks all candidates for their interest, however only those selected to continue in the process will be contacted.","description_format":"text","description_chars":4307,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Hybrid work"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Real Estate","Property Management","Facilities Management"],"lifecycle":[{"event":"open","at":"2026-09-16T15:38:56Z"}],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":6,"expected_fill_days":43,"reasons":["conf:1","win:early"],"computed_at":"2026-09-23T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/facilityos-technical-support-analyst","json_url":"https://alion.io/job/facilityos-technical-support-analyst.json","meta":{"generated_at":"2026-09-23T10:49:34Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers"}}