Technical Support Engineer

Reports To: Manager of Customer Success
Position Status: Full-Time  
FLSA Status: Exempt
Compensation: Starting at $85,000/year
Location: Portland, Maine headquarters, hybrid, or fully remote location within the United States

 
Position Summary

Are you energized by meeting with customers and solving technical problems? Are you self-motivated and driven to solve customer challenges through technology? If so, don’t miss this opportunity to join a fast-growing B2B software company disrupting the global manufacturing technology market from Portland, Maine.  

In the Technical Support role at HighByte, you will be engaged in all phases of the sales and success lifecycle required to support our customers, develop our partner ecosystem, and grow our business. Your day-to-day work will include attending demos and speaking with prospects from global manufacturing and industrial companies, replying to customers’ technical questions about product usage, providing technical training to customers, and gathering and analyzing product requirements. You will also assist with the necessary technical requirements, documentation, and testing required to build and support HighByte Intelligence Hub.    

Essential Functions

• Identify, investigate, and resolve user problems with the Intelligence Hub.
• Field support calls, chat, email, and/or other communication from users with inquiries regarding software programming, connectivity, and similar concerns.
• Consult with users to determine steps and procedures taken to identify and resolve the problem.
• Guide users through diagnostic and troubleshooting processes, which may include the use of diagnostic tools and software and/or following verbal instructions.
• Collaborate with other employees to research, resolve, and document problems.
• Collaborate with other employees to explain errors and/or recommend modifications in programs.
• Maintain knowledge of technology innovations and trends.
• Perform other related duties as assigned.

 
Skills

• Curiosity and desire to learn and understand new technical concepts, technologies, and customer environments
• Confidence to explain and present technical concepts and technologies, and uncover customers’ business challenges 
• Able to communicate effectively with customers in presentations and written responses   
• Self-motivated and enjoys building relationships  
• Familiarity with Windows and Linux operating systems, Java and JavaScript programming, REST and JSON, cloud and edge technologies, and Microsoft Office applications 

 
Qualifications

• Bachelor’s degree or equivalent foreign degree in Computer Science or related field
• 3+ years of professional experience in IT, manufacturing, or a similar field 

For more information on the company and team at HighByte, please visit us on The Org. 

This job description is not intended to be and should not be construed as an all-inclusive list of every responsibility associated with the position. While it is intended to accurately reflect the position’s activities and requirements, HighByte reserves the right to modify, add or remove duties and assign other duties as necessary.
 
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. Veterans and immigrants are encouraged to apply.