Implementation Specialist

About FacilityOS

FacilityOS 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.

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 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.

• Lead end-to-end customer implementations from kickoff through go-live and hypercare.

• Define implementation plans, timelines, milestones, and success criteria; keep projects on track and customers informed.

• Configure FacilityOS solutions to match customer workflows, security requirements, and site-specific needs.

• Drive rollout readiness across stakeholders (IT, Security, Facilities, Reception/Front Desk, Compliance), ensuring adoption and operational continuity.

• Serve 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.

• Support customer technical discovery (network/Wi-Fi, device provisioning, permissions, integrations) and identify risks early.

• Diagnose complex issues during implementation, reproduce bugs, document findings, and coordinate resolution.

• Assist with data onboarding (imports/migration), validation, and mapping; ensure data quality prior to launch.

• Use SQL and database concepts to validate records, troubleshoot data issues, and confirm integration outcomes.

• Deliver customer training (live sessions, recorded content, and tailored enablement) for admins and end users.

• Create and maintain internal and customer-facing documentation: implementation guides, configuration playbooks, rollout checklists, and FAQs.

• Act as the coordination point between Professional Services, Support, Engineering, and QA during implementations.

• Provide structured handoff documentation to Support/CS after go-live (configuration summary, known risks, escalation paths, environment notes).

• Identify recurring implementation friction and propose process improvements to increase speed, quality, and scalability.

• 2+ years in customer-facing digital roles (Implementation, Technical Support, Professional Services, Solutions Consulting), ideally supporting enterprise clients and hardware/software products.

• Proven ability to manage multiple customer projects simultaneously, including timelines, dependencies, and stakeholder communication.

• Strong troubleshooting skills across software, hardware, and networking (Wi-Fi, Bluetooth, Ethernet, firewall/proxy constraints, basic MDM familiarity a plus).

• Experience with tools like Zendesk, Gainsight, Salesforce, Notion, Scribe and Microsoft Suite; comfortable working in ticketing + project-tracking environments

• Knowledge of databases and how they integrate with other platforms; experience or knowledge of basic/intermediate SQL queries (e.g., joins, filtering, validating imports).

• Ability to perform PC software/hardware installations and device setup, including loading applications and…