About FacilityOSFacilityOS 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.
We’re proud to be recognized as one of Canada’s Best Workplaces™ for 2026, based on direct employee feedback—reflecting a culture built on trust, support, and high performance.
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.
This is a hybrid position where you'll be required to be in office at least two days a week with the flexibility to work from home the remaining days if desired.
About The RoleFacilityOS is seeking a Customer Support Analyst to join our dynamic and growing team. In this role, you will play a critical part in ensuring a seamless customer experience by providing prompt and effective support. The ideal candidate is a strong problem solver with excellent communication skills—both written and verbal—and a customer-centric mindset.
We are looking for a self-starter who is detail-oriented, technically curious, and adept at managing multiple priorities while maintaining high standards of service. If you thrive in a fast-paced environment and enjoy troubleshooting technical challenges, we’d love to hear from you.
Key ResponsibilitiesCustomer Assistance- Proactively respond to customer inquiries and resolve issues efficiently via email, live chat, phone, and video meetings.
- Accurately diagnose the root cause of customer concerns and provide effective recommendations to resolve them in a positive and timely manner.
Technical Support Expertise- Act as a subject matter expert for technical support, troubleshooting issues related to FacilityOS products, hardware (e.g., iPads, printers, internet connectivity), the mobile app, and integrations with external software.
- Provide clear and actionable guidance to customers and internal stakeholders.
Cross-Functional Collaboration- Serve as an escalation point between the Customer Support team and internal departments such as Engineering, Quality Assurance, and Professional Services.
- Reproduce and document reported issues in detail, ensuring clear communication with technical teams to facilitate resolution.
- Maintain ownership of customer communication until the issue is fully resolved.
Product Expertise & Internal Enablement- Develop deep expertise in FacilityOS products, services, and integrations to provide insightful recommendations and creative solutions to customer challenges.
- Contribute to knowledge-sharing by creating training materials, process documentation, help center articles, and playbooks for both internal teams and customers.
Process Optimization- Assist in refining and optimizing existing support workflows to enhance efficiency, performance, and scalability of the Customer Support team.
- Identify and implement new processes to improve service delivery.
Qualifications & RequirementsExperience & Technical Skills- 2+ years of experience in a customer-facing role within a digital environment, preferably supporting enterprise-level clients with technical troubleshooting responsibilities.
- Experience working with products that include hardware components or managing multiple web/mobile applications is preferred.
- Strong understanding of computer networking, software, and hardware with the ability to troubleshoot internet connectivity (Ethernet, Wi-Fi, Bluetooth), software applications, and hardware such as printers, iPads, and mobile d