U

We are searching for technical product support specialists to join our team in Frederick, MD. You’ll work with our customer service team to provide world-class product support to our broad base of happy customers. Product support is a first-class member of our organization. Our customer service team and product developers work side-by-side, and both teams are key contributors to product design.

Our most important criterion is a strong cultural fit. We have a great culture and are proud to be guided by the faith-based principles of passion, humility, teamwork, and integrity. We have the innovative culture and customer focus of a startup, but we are a profitable and mature company with careful financial management and strong cash reserves. And instead of fighting traffic every day, you can work close to home in a great place to live!

If you (or anyone you know) are interested this position, please contact us at careers@highgear.com or click here: Apply Now

Compensation & Benefits

  • Competitive salary based on qualifications and experience
  • 401(k) with 4% match
  • Employee profit sharing plan
  • Heavily subsidized healthcare for you and your family, including dental and vision coverage
  • Health Savings Account with a 2-for-1 contribution match up to IRS limits
  • 24 days of flexible PTO per year

Activities/Deliverables

  • Present a good face for HighGear
  • Help customers with their questions and issues
  • Troubleshoot server-side and client-side problems
  • Write documentation
  • Work with the team to ensure that we respond within 4 business hours to all requests during support hours and that we respond within one hour to emergency requests at all times

Essential Qualities

  • Productive and fast, but not sloppy
  • Gets things done and takes responsibility
  • Focused on making customers successful
  • Calm and friendly even when stressed
  • Excellent communication skills
  • Able to work under pressure, but prefers to balance the work so the pressure doesn’t happen
  • Able to ask good questions to make sure they understand everything about a problem
  • Willing to ask for help when you need it
  • Must be willing to work in the Frederick office full time
  • Must be a US citizen or permanent resident
  • Must be able to pass a background check and drug test

Experience

  • 3+ years of experience in software product support
  • Nice to have: Experience supporting, selling, developing, or testing enterprise software
  • Nice to have: Experience with workflow or business process management
  • College degree not required, but relevant college experience will be considered