Join Our Team

Location: Ridgeland, MS

Position Summary: The Vice President of Customer Support and Services will report to the EVP of Product Development and Engineering. This VP will be responsible for leading and directing all aspects of the organization’s Global Support and Services functions and offerings, inclusive of customer service, technical support, support innovations, all support policies related matter, and other related services. This VP will collaborate with other team leaders at Bomgar to achieve business objectives set forth by the organization. This VP is also responsible for identifying, defining, monitoring, and providing visibility to the rest of the organization the metrics of a successful Customer Support organization.

The VP will manage a staff of employees, who will view themselves as having superior leadership in providing a focus on customer experience, through a customer focused approach, extensive product and technical knowledge, and a sense of urgency and passion for excellence to help the Support organization deliver a world class customer support experience.

Responsibilities and Essential Functions  

• Strategic planning and implementation of customer care initiatives including monthly performance evaluation and developing action plans to meet service standards, timeliness, accuracy, productivity, and business goals.
• Oversee and work with all appropriate teams to ensure a robust availability of all support channels, inclusive of phone, web, chat, email, social networks/media, and etc.
• Organizational management of employees; evaluate current organizational structure for continual improvements on optimal quality and efficiency.
• Oversee and enhance upon the current Strategic Client Support functions where appropriate.
• Oversee and innovate service offering, process and system improvements in the areas of the support organization.
• May be tasked with overseeing services such as education and implementation to ensure successful Bomgar customer deployments and use.
• Perform all incident analysis and provide timely feedback into the appropriate teams in order to drive improvements in areas contributing to the reported incidents.
• Strong management practices and mentorship to build a culture of excellence with a focus on top notch customer experience.
• Define and hold team accountable to performance metrics.
• Manage capital and operating budget.

Education / Experience Requirements  

• BA, a relevant technology degree, or an equivalent degree in a related field required, MBA or Masters in a relevant technology degree preferred.
• Minimum of 10 years experience in software product support and customer care with recent experience in a senior management or executive role.
• Demonstrated competency in creating and executing on strategic plans for customer support.
• Demonstrated a track record of success and a proven history of meeting the service offering needs of a wide range of customers while driving team performance, monitoring results and appropriately allocating resources.
• Strong experience and knowledge of support operations.
• A deep understanding of metrics/dashboards that drive an environment and culture of continuous improvement.
• Experience in leveraging third-party partners and alliances creatively to scale up and scale back as necessary.
• Have progressive experience in leading a services delivery function with employees in multiple locations, and significant experience developing and implementing new means for meeting customer demands.

Work Skills  

• Possess strong problem-solving, communication, collaboration, critical thinking, and presentation skills.
• Be a self-starter that can quickly and independently assess business requirements and become a trusted and integral part of the management team.
• An interest in people on both a personal and professional level, and strong leadership skills with an open but serious approach, the ability to lead and support; and a personality that is genuine, down-to-earth and sincere.
• A willingness to go the extra mile for the customer with a passion for excellence and the desire to have a significant impact on the business. Ethics must be beyond reproach.
• Professional demeanor.
• Support and adhere to the company's Core Values (http://www.bomgar.com/values.htm)

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Location: Atlanta, GA

Position Summary: Partnering with sales executives within assigned regions, the Business Development Executive is responsible for the cultivation, generation and qualification of sales leads. The ultimate goal of this position is to generate the volume of sales pipeline opportunities required to exceed the revenue goal for a specific sales region. This position will report directly to the VP of Value Engineering, work closely with regional sales managers and all members of the marketing team on specific lead generation and qualification programs.

Responsibilities and Essential Functions  

• Follow-up on targeted outbound marketing campaigns to pre-qualify sales opportunities and schedule meetings for outside sales executives.
• Work with regional sales executives to conduct territory analysis and prioritize sales opportunities to ensure timely lead qualification.
• Conduct the research required to understand prospect’s business, technology and product requirements and develop a compelling financial value hypothesis.
• Contact prospective companies to gather key qualification data and qualify opportunities.
• Build sales pipeline with qualified prospects to achieve the goals and objectives of the company’s annual sales plan.
• Maintain prospect contact information and notes in Salesforce.com.
• Produce weekly, monthly and quarterly status reports.
• Meet or exceed individual performance objectives outlined and communicated on a quarterly basis

Education / Experience Requirements  

• Undergraduate degree in business, marketing, communication or related discipline.
• 5+ years of business development, telemarketing or outside sales experience with an enterprise software company or telemarketing agency calling on director and executive level targets.
• Self-starter, goal-oriented, able to work with a high degree of autonomy and deliver measurable results.
• Demonstrated track record of prospecting large, diversified, global accounts, with skills including cold-calling, identifying new business and prospecting qualified decision makers.
• Understanding of business-to-business and technology markets, how they function, the trends and influences they have on clients' businesses.
• Experience and proficiency conducting Internet research including a familiarity with Hoovers, Yahoo Finance, Google, etc.

Work Skills  

• Work effectively with other members of the sales and marketing teams.
• Proficiency with sales automation systems such as Salesforce.com.
• Proficiency in MS Word and Excel
• Excellent verbal and written communication skills.
• Superb time management and organizational skills.
• Professional demeanor at all times
• Support and adhere to Company’s Core Values (http://www.bomgar.com/values.htm)

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Location: Atlanta, GA

Position Summary: The role of a Customer Care Representative is to deliver marketing qualified leads (MQL’s) to the sales team through inbound lead follow-up through qualification via telephone, email, or chat and outbound calling through meeting setting and qualification via telephone, email or chat. This is primarily an inside position based in the Atlanta Sales Operations facility.

Responsibilities and Essential Functions  

• Contact prospects and leads to qualify interest for Bomgar products.
• Qualify leads through phone, chat, and email contact.
• Qualify incoming leads to determine quality and ownership
• Remain knowledgeable of company's products/services to facilitate qualification efforts.
• Accurately maintains records and reportable contact metrics as required.
• Alerts prospects to new or improved products/services.
• Schedule meetings with prospects for the sales team, as required
• Meet or exceed individual performance objectives defined and communicated quarterly

Education / Experience Requirements  

• Bachelor's degree or equivalent training in business or sales
• 3-5 years of telesales/telemarketing experience.
• Basic computer skills needed and working experience with Salesforce.com a must.

Work Skills  

• Excellent communication skills, both verbal and written.
• Ability to handle moderate stress at times.
• Must possess strong organizational and time management skills
• Professional demeanor
• Must be able to work in a team environment
• Support and adhere to Company’s Core Values (http://www.bomgar.com/values.htm)

Apply Now!

Location: Ridgeland, MS

Position Summary: The Quality Assurance Engineer is responsible for planning and implementing the quality assurance procedures for daily, milestone and release candidate testing of the Bomgar product line of screen-sharing and remote control technologies. QA Engineer must display individual motivation and the ability to respond with innovation to new technological problems and new product possibilities. As a member of the QA team, will be responsible for the quality of software released to the company’s sales and marketing departments. QA Engineer will also work with current development team creating new products and enhancing existing products.

Responsibilities and Essential Functions  

• Determine test objectives and standards by studying software requirements, writing test cycle plans, test cases, and test scripts.
• Meet test objectives by determining testing methods, cycles, phases, and conditions; set up testing environment and equipment.
• Identify software capability and reliability by conducting functional, system, and performance tests.
• Resolve testing problems by modifying testing methods during tests; conferring with management to revise test objectives and standards.
• Maintain testing database by developing defect tracking and regression testing information requirements; designing information system; enter test outcomes; secure data.
• Report test outcomes by collecting, analyzing, interpreting, summarizing, and displaying data; recommend software changes.

Education / Experience Requirements  

• B.S. or higher degree in Computer Science or related field
• 3 to 5 years experience with automated testing, developing standards, reporting research results, software debugging and software testing, and Software Quality Assurance Process.
• Networking experience required.
• Knowledge of C++, PHP, and other programming languages a plus
• Experience in shrink-wrapped software projects a plus
• Linux, Unix, Windows and Mac experience required.
• Ability to utilize VMWare

Work Skills  

• Accuracy and Attention to Detail
• Self-starter; requires little supervision
• Excellent verbal and written communication skills
• Strong time management skills and ability to prioritize
• Professional demeanor
• Support and adhere to Company’s Core Values. (http://www.bomgar.com/values.htm)

Apply Now!

Location: Ridgeland, MS

Position Summary: The Software Developer designs and develops product features, tools, and applications used for enhancing Bomgar's remote support software. Developer must display self-motivation and the ability to respond with innovation to new technological problems and new product possibilities.

Responsibilities and Essential Functions  

• Scope assigned project/tasks and provide accurate time estimates.
• Responsible for designing, prototyping, documenting specifications, implementing and testing all developed software in the scope of the product.
• Systematically identify and define problems, evaluate all possible solutions, and implement effective solutions.
• Work with Quality Assurance personnel in creating all test cases and documentation for the assigned projects/tasks.
• Communicate problems, risks, or issues with peers and manager.
• Provide thorough documentation for all development work.
• Some interaction with technical support and possibly customers in trouble-shooting issues and resolving the respective issues may be required.

Education / Experience Requirements  

• Bachelor's Degree in Computer Science, Electrical Engineering, or related field; Master's Degree preferred.
• 3 to 5 years software development experience in C++.
• Proficient with the entire Software Development Lifecycle (SDLC).
• Unix, Linux, Windows, and Mac OS experience preferred.
• Software development experience in PHP is a plus.

Work Skills  

• Must be self reliant, but be able to communicate and contribute in a team setting.
• Excellent analytical and problem solving skills
• Professional demeanor
• Support and adhere to Company’s Core Values. (http://www.bomgar.com/values.htm)

Apply Now!

Location: Ridgeland, MS

Position Summary: The Software Development Engineer researches, designs and develops product features, tools, and applications used for enhancing Bomgar's remote support software. Development Engineer must display self-motivation and the ability to research new product and development trends, respond with innovation to new technological problems and new product possibilities.

Responsibilities and Essential Functions  

• Scope assigned project/tasks and provide accurate time estimates.
• Responsible for researching, designing, prototyping, documenting specifications, implementing and testing all developed software in the scope of the product.
• Convert specifications into requirements, design and proposed solution(s).
• Systematically identify and define problems, evaluate all possible solutions, and implement effective solutions.
• Work with Quality Assurance personnel in creating all test cases and documentation for the assigned projects/tasks.
• Communicate problems, risks, or issues with peers and manager.
• Provide thorough documentation for all development work.
• Interacting with technical support and possibly customers in trouble-shooting issues and resolving the respective issues.

Education / Experience Requirements  

• Masters Degree in Computer Science, Electrical Engineering, or related field.
• 3 to 5 years software development experience in C++.
• Proficient with the entire Software Development Lifecycle (SDLC).
• Unix, Linux, Windows, and Mac OS experience preferred.
• Software development experience in PHP is a plus.
• Experience in a research position is required.

Work Skills  

• Strong verbal and written communication skills.
• Must be self reliant, but be able to communicate and contribute in a team setting.
• Excellent analytical and problem solving skills
• Professional demeanor at all times
• Support and adhere to Company’s core values (http://www.bomgar.com/values.htm)

Apply Now!

Location: Ridgeland, MS

Position Summary: The Quality Assurance Analyst is responsible for planning and implementing the quality assurance procedures for daily, milestone and release candidate testing of the Bomgar product line of screen-sharing and remote control technologies. QA Analyst must display individual motivation and the ability to respond with innovation to new technological problems and new product possibilities. As a member of the QA team, will be responsible for the quality of software released to the company’s sales and marketing departments. QA Analyst will also work with technical support team to help resolve product support issues.

Responsibilities and Essential Functions  

• Determine test objectives and standards by studying software requirements, writing test cycle plans, test cases, and test scripts.
• Meet test objectives by determining testing methods, cycles, phases, and conditions; set up testing environment and equipment.
• Identify software capability and reliability by conducting functional, system, and performance tests.
• Resolve testing problems by modifying testing methods during tests; conferring with management to revise test objectives and standards.
• Maintain testing database by developing defect tracking and regression testing information requirements; designing information system; enter test outcomes; secure data.
• Report test outcomes by collecting, analyzing, interpreting, summarizing, and displaying data; recommend software changes.

Education / Experience Requirements  

• B.S. or higher degree in Computer Science or related field
• Experience with automated testing, developing standards, reporting research results, software debugging and software testing, and Software Quality Assurance Process.
• Knowledge of C++, PHP, and other programming languages a plus
• Linux and Unix experience a plus

Work Skills  

• Accuracy and Attention to Detail
• Self-starter; requires little supervision
• Excellent verbal and written communication skills
• Strong time management skills and ability to prioritize
• Professional demeanor
• Support and adhere to Company’s Core Values. (http://www.bomgar.com/values.htm)

Apply Now!

Location: Ridgeland, MS

Position Summary: This position is responsible for supporting customers as they report incidents with their Bomgar remote support solutions. This responsibility includes responding to, resolving or escalating and documenting customer’s incidents in a timely, efficient and professional manner while actively participating in a team environment.

Responsibilities and Essential Functions  

• Complete the Sales Process by providing software, status updates and support to customers through their appliance installation and configuration stages
• Communicate with customers via phone and email in a professional, efficient, pleasant and helpful manner
• Document and resolve customer support incidents using intelligent, qualified troubleshooting techniques, teamwork and a variety of internal resources
• Work with Product Support Engineers (Tier 2) to resolve or escalate more complex issues
• Liaise with hardware vendors on warranty repairs
• Actively participate with other Technical Support engineers in a team-oriented culture and assist other internal groups
• Continue to develop personally and professionally with internal and extra-curricular training
• Process all reported customer incidents in a timely fashion according to Service Level Agreements

Education / Experience Requirements  

• College degree in Information Technology and professional experience in technical support
• Experience and knowledge in OS and IT network administration/support
• Strong troubleshooting skills and technical abilities
• Customer focused attitude and motivated to help

Work Skills  

• Detail oriented but able to execute efficiently and follow through
• Able to organize, multitask and prioritize
• Willing to work flexible hours
• Must possess knowledge of commonly-used concepts, practices, and procedures within a particular field.
• Excellent written and verbal communication skills are required.
• Must be able to work within a team environment including remote team members
• Professional demeanor
• Support and adhere to Company’s Core Values. (http://www.bomgar.com/values.htm)

Apply Now!

Location: Ridgeland, MS

Position Summary: This position is responsible for supporting customers as they report incidents with their Bomgar remote support solutions. This responsibility includes investigating, resolving and documenting escalated customer’s incidents in a timely, efficient and professional manner while actively participating in a team environment.

Responsibilities and Essential Functions  

• Process all customer incidents escalated from Tier 1 in a timely fashion according to Service Level Agreements.
• Skillfully and consistently apply qualified troubleshooting techniques to resolve and/or reproduce reported incidents in multiple OS and network environments.
• Work closely with Quality Assurance and Development groups when further investigation and detailed technical information is required while maintaining professional customer support standards.
• Communicate with customers via phone and email in a professional, efficient, pleasant and helpful manner.
• Document all support incidents and customer interaction accurately and thoroughly.
• Liaise with hardware vendors on warranty repairs and complete in-house RMA processing.
• Actively participate with other Technical Support representatives in a team-oriented culture by fielding Bomgar product and area-of-expertise questions, completing Tier 1 duties as required and assisting other internal groups.
• Continue to develop personally and professionally with internal and extra-curricular training.

Education / Experience Requirements  

• BA degree or equivalent work experience in OS and network related incident resolution.
• Proven record of strong troubleshooting skills and technical abilities.
• Solid understanding of TCP/IP networking protocols especially as they related to web-server request handling and firewall configuration.
• Detailed knowledge of various Windows workstation and server operating systems including user management, security policy configuration and system service operations.
• Working knowledge of Linux and Mac OS environments

Work Skills  

• Detail oriented but able to execute efficiently and follow through
• Able to organize, multitask and prioritize
• Willing to work flexible hours
• Must possess knowledge of commonly-used concepts, practices, and procedures within a particular field.
• Excellent written and verbal communication skills are required.
• Must be able to work within a team environment
• Professional demeanor
• Support and adhere to Company’s Core Values. (http://www.bomgar.com/values.htm)

Apply Now!