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 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 Role

As we scale, we’re investing in how we empower our customers to succeed — and that starts with great self-service. We’re hiring our first dedicated Technical Writer to take our knowledge resources to the next level and support both human and AI-driven support channels.

You’ll be the architect and author of our customer-facing knowledge base, working closely with Customer Experience, Product and Engineering teams to build and maintain high-quality documentation. In addition, you will play a key role in ensuring our internal product and process knowledge resources are maintained and aligned with customer content.

This is a hands-on role for a technically capable writer who loves turning complexity into clarity and is excited to enable customers and internal teams with clear, accurate, and helpful content.

Your work will directly impact on customer satisfaction, Customer Support team efficiency, and the effectiveness of our AI support tools.

Key Responsibilities

• Own the customer knowledge base (Help Center), including strategy, structure and content (including written and recorded format).
• Write clear, concise, and technically accurate release documentation, troubleshooting articles, FAQs, and how-to guides.
• Collaborate with Customer Experience and Product leadership and team members to understand features and customer pain points. This includes being hands-on, getting firsthand experience with software solutions and putting yourself in the users’ shoes to achieve targeted knowledge resources.
• Optimize content for searchability and AI-readability to enhance performance of AI agents and chatbots.
• Build and maintain internal documentation standards and editorial guidelines.
• Track and report on knowledge usage, gaps, and impact on self-service and support efficiency.
• Establish processes for content review, feedback, and updates as the product platform and solutions evolve.

What We’re Looking For

• 2–5 years of experience in a technical writing or documentation role, ideally within a SaaS or software company.
• Strong technical aptitude and hands-on comfort with complex software and hardware — you can learn new tools quickly and aren’t afraid to explore product features yourself.
• Excellent writing and communication skills — you write clearly, concisely, and with the customer in mind.
• Ability to write both business and technical English, including all aspects of editing (structural/substantive, stylistic and copy) and proofreading.
• Ability to understand use cases and related functionality of the software and apply business context.
• Experience structuring and maintaining help center content in tools like Zendesk Guide, HelpDocs and Intercom.
• Experience with structuring, creating and maintaining content in internal wiki tools like Confluence and Notion.
• Experience leveraging tools like Scribe, to streamline and drive efficiency creating knowledge content.
• Familiarity with how knowledge content supports self-service and AI tools like chatbots or AI Agents.
• A bias toward action and ownership — you're comfortable in a new role where you help shape the strategy as well as do the work.
• Experience writing for audiences with different levels of technical expertise.
• Background in customer support, UX writing, or product documentation.
• Basic familiarity with HTML/CSS or Markdown.
• Experience working with AI-enhanced support tools or chatbot training data.

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 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 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.

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 Canada.

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.

FcailityOS Website: https://www.facilityos.com/

Follow us on LinkedIn: https://www.linkedin.com/company/facilityos

Office location: 5255 Yonge St, Suite 1500 North York, ON M2N 6P4

To apply: Please apply through the application link.