Work In Tech

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, or video. Accurately diagnose issues and provide efficient, positive resolutions. Form part of an after-hours on-call rota team.
• 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; interest in AI for support is a plus.
• 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?

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 Annapolis, Maryland

💡Opportunity for advancement and growth

🍕 Weekly lunches

🎉 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.

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.