Reports To: Chief Product Officer
Position Status: Full-Time
FLSA Status: Exempt
Location: Portland, Maine headquarters, hybrid, or fully remote location within North America
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 prospects, customers, and partners. Your day-to-day work will include replying to users’ technical questions about product features and capabilities, 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
Skills
Qualifications
For more information on the company and team at HighByte, please visit us on The Org at https://theorg.com/org/highbyte
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.
Position Status: Full-Time
FLSA Status: Exempt
Location: Portland, Maine headquarters, hybrid, or fully remote location within North America
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 prospects, customers, and partners. Your day-to-day work will include replying to users’ technical questions about product features and capabilities, 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
- Identifies, investigates, and resolves users’ problems with the Intelligence Hub.
- Fields support calls, chat, email, and/or other communication from users with inquiries regarding software configuration, connectivity, and similar concerns.
- Consults with users to determine steps and procedures taken to identify and resolve the problem.
- Guides users through diagnostic and troubleshooting processes, which may include use of diagnostic tools and software and/or following verbal instructions.
- Collaborates with other employees to research and resolve problems.
- Collaborates with other employees to explain errors and/or recommend modifications in programs.
- Logs customer issues in issue tracking database, maintains status and accuracy of the database.
- Maintains knowledge of technology innovations and trends.
- Performs other related duties as assigned.
Skills
- Curiosity and desire to learn and understand new technical concepts, technologies, and customer environments.
- Confidence to uncover customers’ underlying business and technical challenges, ability to explain and present technical concepts and technology solutions.
- Able to communicate effectively with customers using diagrams and written responses.
- Self-motivated and enjoys building relationships.
- Familiarity with Windows and Linux operating systems, JavaScript programming, REST and JSON, cloud and edge technologies, and Microsoft Office applications.
- Additional experience around Docker, OPC UA, MQTT, and PI System preferred.
Qualifications
- Bachelor's degree in science, engineering, IT discipline, or related field or equivalent foreign degree in related field
- 3+ years of professional experience in IT, manufacturing, or similar field
For more information on the company and team at HighByte, please visit us on The Org at https://theorg.com/org/highbyte
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.
