Available Position: Support Lead

Seeking a highly motivated, self-starter for our Support team - Someone who knows how to nail a reference interview!

ByWater Solutions was created with the express goal of changing the way libraries interact with their software and the vendors who support them. We believe that libraries deserve to have access to a personalized, comprehensive support system at a reasonable cost. Our company is made up of a small and close knit group of librarians, book lovers, technology and data geeks, Tolkien fans, space nerds, knitters, marathon runners, animal lovers, and most importantly, library lovers and open source fanatics.

We are currently seeking an individual for our Support Department who will be assisting our library partners when they have questions about Koha, Libki or Coral. You will build relationships with librarians at many different types of libraries across the US, including small public libraries, museum/corporate libraries and large academic libraries. This position requires an outgoing, confident individual with excellent verbal and written communication skills and an understanding of library workflows and policies.

Skills and Qualifications we are looking for:

  • Available to work 8am-5pm EST
  • Excellent telephone and written communication skills.
  • 1-2 years experience in libraries or technology.
  • MLS degree or equivalent experience.
  • Excellent problem solving skills.
  • Understanding and passion for libraries.
  • Knowledge of the inner workings and policies of libraries. Have you worked in various types of libraries ranging from public to academic, special to corporate, paper and pencil to virtual? Koha knowledge is a plus.
  • Self directed and are able to effectively work from home and manage your time and responsibilities (tickets, phone calls etc).
  • Can travel up to 5% of the time (once or twice a year).
  • Comfortable communicating on the phone, in person, on video, and in email in a friendly and helpful way.
  • Great organizational skills.

If you enjoy a fast paced environment and can provide excellent service to our library partners, we want you to join our team.

This is a full-time, telecommuting position which requires working from home. ByWater offers performance bonuses, 401k, medical, great pay, on the job skills training and the chance to work with a talented group of team members.

We're looking forward to meeting you. Send your resume and letter of interest to Joy Nelson (