Technical Support Specialist

Salary Range

$20-$30/hour, based on experience and availability commitment

Schedule

Our support hours run 7am–9pm CT weekdays, plus Saturday mornings. We use a team approach to cover this window—no one works a 12-hour shift! Individual schedules will be determined based on availability and team needs. Both full-time (40 hrs/week) and part-time (20–30 hrs/week) candidates are encouraged to apply.

Timeline

Applications are reviewed on a rolling basis. Priority deadline: March 1, 2026.

About the Technical Support Specialist role

Ultimate Drill Book is seeking a seasonal Technical Support Specialist to join our team. Customer support has always been at the heart of Arc: We started as two brothers answering every phone call, and that commitment to helping our users remains central to who we are. We’re looking for someone who shares that same sense of pride and ownership in making every interaction count.

You should have a genuine enthusiasm for helping people navigate technology. Whether you’re guiding a first-time user through a demo or troubleshooting a complex issue with an experienced drill writer, your patience and problem-solving skills will shine through. The Arc Team was built on customer service above all else, and you’ll help us maintain the highest possible standard.

Every hour could be different: One moment you’ll be walking an administrator through account setup, the next you’ll be helping a band director place an order, and later you’ll be documenting a bug for our development team. You’ll communicate with users across email, phone, and chat; adapting your approach to meet each customer where they are.

This is an excellent opportunity for someone who loves technology, enjoys helping others, and wants to contribute to the success of a fast-growing company in the marching arts space. Perhaps you are a drill writer looking for extra employment over the summer, a recent graduate, or a young band director looking for summer employment. Training begins in April with full support coverage running May through August.

This isn’t a constant-phones-ringing environment—support requests come in waves, and between inquiries you’ll have time to manage your own workload. It’s an ideal fit for drill writers looking for steady income while working on their own projects, young band directors seeking flexible seasonal work, or college students with a music education background.

What We Expect Of You

• Provide technical support to administrators, directors, and end users across three platforms: UDB, Beam, and Geo
• Troubleshoot issues and guide users to solutions with patience and clarity
• Document and report bugs to the development team with clear, actionable details
• Manage support requests across email, phone, and chat channels
• Assist customers with placing orders and updating their accounts
• Conduct product demos for prospective users and purchasers
• Proactively seek out answers when you encounter unfamiliar questions
• Communicate effectively with users of all technical backgrounds—from “never seen this app before” to power users

The Ideal Candidate is:

• A self-starter who takes initiative and works well independently
• Calm and poised under pressure, especially during high-volume periods
• An excellent communicator with a warm, professional phone presence
• Comfortable juggling multiple conversations across different channels
• Willing to occasionally work early mornings, evenings, or weekends to meet seasonal demand
• Genuinely curious about our products and always looking for ways to help customers succeed
• Excited to go the extra mile for each customer with whom you interact

Required Areas of Knowledge and Expertise:

• Strong interpersonal and communication skills
• Comfort speaking with a variety of people across different technical backgrounds
• Experience with customer service, technical support, or help desk roles
• Familiarity with cloud platforms like Google Drive, Dropbox, or similar tools

Desired Experience:

• Knowledge of or experience with UDB, Beam, or marching arts technology
• Background in music education, marching arts, or drill writing
• Experience with CRM or ticketing systems

About Ultimate Drill Book and Arc

Arc (the parent company of UDB) is an arts-focused technology company with hundreds of thousands of users around the world. We are bringing innovation to the world of educational technology through UDBapp, Beam Music, and Geo. UDBapp is an educational tool for the marching arts; Beam Music is a distribution and collaboration tool for musicians; and Geo is a Group Event Organizer that helps organizations track attendance in real time, share calendars, and manage excuse requests.

As a hybrid company, we pride ourselves on our flexible, project-centered work environment. This role can be fully remote or hybrid if you're local to Austin, Texas. We do not hold normal office hours, but we do often meet in our studio for creative collaboration.

Arc's roots are firmly planted in the world of arts and education, but we are committed to creating an inclusive environment for all employees. We believe our team should be made up of people of all backgrounds and identities and we seek out people who share our passion for pushing the arts forward.

If you’re excited to move forward, write to careers@ultimatedrillbook.com and include:

• Your resume
• A cover letter
• Your general availability (days/times you’re able to work)