Senior QLab Support Specialist (half time)

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. All customer support for our products is conducted via email. We are looking for an additional team member to help answer licensing and technical QLab questions from customers.

This position requires 20 hours of work per 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. Candidates must be based in the United States, with a slight preference for those located in Maryland, New York, California, or Wisconsin.

Much of our success stems from taking care of our customers with exceptional support and responsiveness. Our support team is devoted to problem-solving in a kind and generous spirit, combining deep technical expertise with curiosity, dedication, and genuine compassion for customers.

Preferred Backgrounds

While experience with sound is a plus, we are specifically looking for candidates with experience in one or more of the following areas:

• Lighting
• Stage Management
• Video Production
• Broadcasting
• Product Licensing

Required Skills

• Superb written communication skills.
• Moderate to expert-level experience with QLab, including at least one to two years of hands-on use.
• Compassion, empathy, and the ability to communicate a friendly and supportive tone through email.
• Patience and professionalism with customers and teammates.
• Strong attention to detail, adaptability, and problem-solving abilities.
• First-hand familiarity with theatre production environments and terminology.
• Experience running sound, lighting, or video for live productions.
• Basic macOS administration skills.
• Ability to learn independently and ask questions when needed.
• Willingness to learn Figure 53's licensing system and provide customer support for it.
• Excellent time management and calendar management skills.
• Ability to work independently in a remote environment.
• Ability to maintain focus and energy while handling repetitive tasks.

Bonus Skills

• Professional experience as a technician, designer, director, or stage manager.
• Extensive customer service experience, particularly written support.
• Technical theatre experience across multiple departments.
• Experience using MIDI or OSC to control shows.
• Experience writing AppleScripts for QLab automation.
• Familiarity with professional audio, video, or lighting systems and hardware.
• Knowledge of networking protocols such as Dante, AVB, Art-Net, or NDI.
• Experience with ETC lighting consoles, Vectorworks, WYSIWYG, or Capture.
• Stage management experience running multiple QLab-driven productions.
• Experience troubleshooting technical issues in rehearsal and production environments.
• Familiarity with GitHub.

Scheduling Preferences

• Availability to work mornings beginning at 9:00 AM Eastern Time is a plus.
• Willingness to occasionally work holidays and weekends.
• Availability during peak theatre seasons, including September through early November and February through March.

Salary and Benefits

• Base salary of $76,000 annually for half-time (20 hours/week) employment.
• Quarterly profit-sharing after one year of employment.
• 25 paid vacation days annually.
• Unlimited unpaid vacation with approval.
• Paid federal holidays plus the week between Christmas and New Year's Day.
• SIMPLE IRA retirement plan with employer contribution matching.
• Free health insurance for employees, spouses, and dependents.
• Vision and dental insurance coverage.
• Fully remote work environment.

Diversity and Inclusion

Figure 53 is committed to building a culturally diverse team and strongly encourages applications from people of color, women, LGBTQ+ individuals, people living with disabilities, and members of groups traditionally underrepresented in the technology sector.

The position is open immediately. Applications are being accepted through June 5th.

To learn more about the company culture and human resources policies, candidates are encouraged to review the company handbook.