Senior QLab Support Specialist (half time)

Headquarters: Baltimore, MD URL: https://qlab.app/ Figure 53, a Baltimore-based software company, is hiring a part-time Senior QLab Support Specialist. We are looking for a candidate with both high-level technical expertise in QLab and the ability to provide clear, generous, and friendly support to our customers. Our flagship product, QLab, is used to control audio, video, and lighting for live performance. (But you, our future teammate, already know that!) All customer support for our products is conducted via email. We are looking for an additional team member to help answer any licensing and technical QLab questions our customers send us. This position requires 20 hours of work a week, and includes benefits such as a generous paid vacation policy, health insurance, profit sharing after one year, and a SIMPLE IRA with matching contributions. We are a fully remote company. You must be based in the US, with a slight preference for those based in Maryland, New York, California, or Wisconsin. Much of our success stems from taking care of our customers with exceptional support and responsiveness. We feel grateful for our customers, and we try to keep the principles of patience, gratitude, respect, and expertise driving our interactions with them. Our support team is devoted to problem-solving in a kind and generous spirit. We provide deep technical knowledge, and also bring a curiosity, dedication, and genuine compassion for customers to our work. We often work as a team to solve difficult issues.  While experience with sound is absolutely a plus, we are specifically looking for a candidate with experience in one or more of the following areas:  Lighting Stage Management Video Broadcasting Product licensing Required Skills The successful applicant will have all of the following skills: Superb writing skills. Experience with QLab at a moderate or expert level. (At least a year or two of actual hands-on experience with QLab.)  Compassion, empathy, and an ability to convey a friendly and supportive tone via email. Patience and a pleasant demeanor, with customers and with teammates. A willingness to learn, adaptability, attention to detail, and problem solving skills. First-hand familiarity with the process of producing theater — you understand the environment our customers work in and the strains and stresses of that environment. You understand terms like standby, upstage, spike, and strike. You’ve experienced a technical rehearsal. You have (at least) run sound, lights, or video for a show at some point. Basic macOS administration skills. Willingness to ask questions and self direct learning in areas where you are not already an expert. Willingness to learn Figure 53’s complex licensing system and ultimately provide support to customers about that system.  Ability to manage your own calendar, and timeliness. Ability to maintain focus while working independently and remotely.  Ability to bring renewed energy for repetitive work.    Bonus Point Skills While no one person will be an expert in all of these things, any of the following skills would impress us: Professional (or high-level) experience as a technician, designer, director, or stage manager. Extensive customer service experience, particularly with a written component.  You’ve done technical work for theater in multiple departments. You’ve used MIDI or OSC to control a show. You’ve dabbled in AppleScript, or written AppleScripts to control QLab. If your background is in audio, familiarity with any of the following: Meyer, d&b, L-Acoustics, or QSC loudspeakers or processing hardware DiGiCo, Yamaha, Allen & Heath, or Behringer mixing consoles RME, Motu, Universal Audio, or Focusrite audio interfaces Dante/AVB If your background is in video, familiarity with any of the following:  Blackmagic hardware a solid grasp on the concepts of resolution and frame rate the uses of and differences between VGA, DVI, HDMI, and SDI network video systems, such as NDI live video systems, live camera feeds, camera switching projectors made by either Panasonic, Barco, or Christie LED Video walls and controllers knowledge of what baluns are and how to use them Matrox/Datapath multi-heads If your background is in lighting, familiarity with any of the following: ETC Express or EOS-family consoles Programming lighting effects or other complex sequences. reading a lighting plot Pre-visualisation software like Vectorworks, WYSIWYG, or Capture Art-Net protocol USB-DMX devices If you are a stage manager, experience with the following: Running many shows on QLab A working knowledge of QLab programming Troubleshooting various technical issues in a rehearsal environment We build our schedule collaboratively as a team. While it is not a requirement, availability and willingness to work mornings (starting at 9am) in the Eastern Time Zone is a plus, as is a willingness to occasionally work holidays & weekends.  Availability during per