Technical Support Analyst

About FacilityOS

At FacilityOS, we’re not just building software—we’re redefining how the world’s most complex enterprises manage safety, security, and operations at scale. Our all-in-one platform helps organizations in manufacturing, healthcare, education, logistics, and others optimize everything from visitor management to emergency response. Headquartered in Toronto, we’re scaling fast—and we’re just getting started.

Come join FacilityOS as we expand into Europe and take part in an exciting growth journey. We’re a forward-thinking company built on a strong foundation of customer focus, innovation, and people-first values.

As we enter new territories, we’re looking for driven and passionate individuals who want to grow with us. For the right person, this is a unique opportunity to play a key role in shaping our future and to develop alongside a company that’s growing rapidly..

Our Malmö office is new and small, and it runs like a fast-growing startup. You'll be one of our first team members in Europe, working closely with colleagues in North America and helping shape how we support customers across the region.

This is a hybrid role based in our office at St: Johannesgatan 2, 211 46 Malmö. You'll be in the office at least three days a week and can work from home the remaining days if desired. During the first period of your employment, you will be required to spend more time in the office for quicker onboarding.

The role

As our Technical Support Analyst in Malmö, you'll be the go-to technical expert for European customers across both of our product lines, VEC and LOS. You'll provide technical guidance and solve customer issues across software, hardware, and integrations. You’ll also support our Onboarding team with implementation activities as needed.

It's a broad role, and that's on purpose. In a small office, you'll see the whole customer journey, from first setup through day-to-day support.

What You’ll Be Doing

Customer support: Own the customer support experience from initial request through resolution, providing responsive, knowledgeable assistance across email, phone, and video.

• Use our ticketing system to drive each issue forward, maintain thorough documentation, and keep customers informed through proactive communication and timely follow-through.

• Act as a technical expert for FacilityOS software, mobile apps, and integrations, plus hardware such as iPads, printers, thermal printers, barcode scanners, mobile computing devices, and other peripherals.

• Troubleshoot across software, hardware, and networking, including Wi-Fi, Bluetooth, Ethernet, and firewall or proxy constraints.

Smaller implementations and Onboarding coverage

• Assist with smaller customer implementations from kickoff through configuration, training, and go-live.

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

• Support data imports, validation, and mapping, and use SQL to check records and confirm integration outcomes.

Escalations and cross-team work

• Bridge communication between Support, Onboarding, Customer Success, Engineering, QA, and Professional Services.

• Reproduce and document issues so they get resolved quickly, and keep customers informed throughout.

Knowledge and process

• Complete training and familiarization activities about ongoing product developments

• Contribute to internal and customer-facing documentation, including help center articles, training materials, and implementation guides.

• Spot recurring friction in support and implementations, and help build processes that make the team faster and better as we grow.

What you'll bring

Experience and technical skills

• 2+ years in a customer-facing technical role, such as technical support, implementation, or professional services, ideally with enterprise clients and hardware and software products.

• Solid troubleshooting skills across software, hardware, and networking.

• Experience running customer calls, such as kickoffs, training sessions, or go-live readiness, and juggling several customers at once.

• Basic to intermediate SQL (for example joins, filtering, and validating imports) and an understanding of how databases integrate with other platforms.

• Comfort installing PC software and hardware, including applications and drivers, and setting up devices.

• Familiarity with tools like Zendesk, Salesforce, Gainsight, Notion, and Microsoft 365.

• Fluent Swedish & English, written and spoken.

Why Join Us?

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 FacilityOS 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:

1. Be part of a high-growth team and expand your career across the Nordics.

2. Receive structured mentorship and support from senior leaders.

3. Opportunity to make a tangible impact on company growth and your own career trajectory.

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 the location in which you applied.

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.

We may use artificial intelligence (AI) tools to support parts of the hiring process such as reviewing applications. These tools assist the recruitment team but do not replace human judgment. All advancement and hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us or click here.

FacilityOS thanks all candidates for their interest, however only those selected to continue in the process will be contacted.