FacilityOS · 1 day ago
Implementation Specialist
Annapolis, MD
Full-time
Hybrid
Entry, Mid Level
2+ years expFacilityOS is a dynamic and innovative B2B SaaS company headquartered in Annapolis, Maryland, focused on improving safety, security, compliance, and efficiency for businesses. The Implementation Specialist will lead customer implementations, configure solutions to match workflows, and provide training and documentation while ensuring successful project execution.
Productivity ToolsSaaSSoftware
Responsibilities
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
Qualification
Required
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 hardware drivers
Comfortable running implementation calls: kickoff, technical discovery, configuration workshops, training, and go-live readiness
Ability to define scope, manage change requests, and set/maintain expectations to avoid implementation drift
Strong documentation habits: requirements capture, decision logs, risks/issues tracking, and clear next steps after every customer touchpoint
Experience working with customer IT/security stakeholders and translating requirements into technical configuration steps
Strong problem-solving and creative thinking
Excellent time management, prioritization, and ability to drive work to closure
Confident communicator who can translate technical topics for both technical and non-technical audiences
Collaborative, team-oriented mindset with a customer-first approach
Patient and empathetic approach—especially during high-stakes go-lives and escalations
Preferred
Interest in AI for support/enablement or process automation is a plus
Benefits
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
Company
FacilityOS
FacilityOS is a global leader in facility, asset, and visitor management.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$100M2021-01-05Series A· $100M
Leadership Team
Ariel Mashiyev
Chairman & CEO
Paul Khakhan
CTO
Company data provided by crunchbase