Product Support Technician - Tactics & Coaching

Catapult Sports • Maitland, FL

1d

About The Position

Catapult is building the future of sports performance technology, with a mission to Unleash the Potential of every athlete and team on earth. We don't just work in the sporting industry; we are actively changing it. Since 2006, our solutions have been leading the way in sports performance software, science, and data, in a world where 1% can literally mean the difference between winning and losing. We work with over 5,000+ teams around the world, empowering coaches, managers and trainers in premier teams in the NFL, NBA, NHL, MLS, EPL, AFL, NRL, NCAA and more. We provide the information they need to optimize athletes’ health, game-day readiness, and performance, as well as in-game tactics. Catapult is a sports technology company that empowers professional teams to make data-driven decisions. We deliver health, performance, video, and AI insights from the locker room to competitive environments, ensuring every decision is an opportunity to gain an advantage, sharpen performance, and build lasting success. WE WANT PEOPLE WHO ARE PASSIONATE ABOUT PROVIDING EXCEPTIONAL PRODUCT SUPPORT We are looking for a talented and proactive Product Support Technician to support the rapidly growing customer base of our ambitious, fast-growing and transforming company. Based from our Maitland Office, you will be the customer’s first point of contact to resolve product issues for customers all around the globe. This role will have some roster work including nights to ensure 24/7 support to our global customer base. We believe that our customers deserve the best platform and we pride ourselves in the service we deliver. We are on a mission to maximize and enhance their performance through delivering a high-quality customer experience. Our support team must match this ethos by taking responsibility for constantly improving productivity and development of self and be able to excel in a fast-paced environment.

Requirements

• Experience using Coaching Video solutions such as Thunder, Focus, Vision, and/or MatchTracker is preferred
• 1-2 years of technical support experience is preferred
• Willingness to go above and beyond for the customer is required
• Associate degree in Computer Science, IT, sports science or equivalent experience in a related field is preferred
• Written and verbal communication skills required.
• Prior troubleshooting experience with PC or Mac based systems
• Experience with support ticketing platforms; Salesforce and Zendesk is preferred
• Ability to work extended hours and on weekends is required
• Ability to thrive in a dynamic work environment and see tasks through to completion
• Great understanding of a range of sports. Including the challenges that athletes and coaches face. (Senior)
• 5+ years of technical support or user experience required (Principle)
• 8+ years of technical support or user experience required (Principle)

Responsibilities

• Provide technical support assistance to clients using our Video platform solutions through phone, email or live chat.
• Provide assistance and all necessary coordination in the installation of client computer software products, the modification, and repair of hardware and the resolution of client technical problems.
• Deliver remote product training.
• Retain ownership of problems through to resolution to ensure a high level of user satisfaction.
• Knowing when to escalate problems to the next level of support.
• Record details of all incoming support requests in line with company procedures ensuring accurate information is obtained.
• Create support content for the online help center
• Help validate new software features, including getting hands-on with the technology out in the field.
• Help validate and update support processes.
• Work collaboratively with other members of the global support team and engineering department
• Effectively prioritize the incoming queue.
• Utilize Remote Software to access both customer and internal hardware (Senior)
• Responsible for advanced troubleshooting and solving complex customer issues (Senior)
• Provide advanced technical and product training to customers and other Catapult Employees (Senior)
• Establish reproducible cases for customer escalations and identify valid workarounds. (Senior)
• Escalate bugs to development by providing clear reproducible steps (Senior)
• Content approver for online help center (Senior)
• Oversee bug resolutions are released to all affected customers. (Principle)
• Provide support to all escalated customer support issues that cannot be resolved by Product Support Technicians and/or Senior Product Support Technicians (Principle)
• Identify and Deliver all product changes needed to ensure product stability

Benefits

• We offer outstanding paid maternity and paternity leave.
• Compensation & Benefits
• The target Total Compensation range for this position is $29,505 - $59,010 per year.
• This range is inclusive of base salary and a target incentive plan (which may include equity, commission, or other bonus structures).
• Your specific compensation within this range will be determined by factors such as your geographic location, relevant experience, and job-related skills.
• In addition to this compensation, Catapult also offers generous paid leave and recognized company holidays, and the opportunity to participate in our comprehensive benefits package, including Health, Dental, and Vision insurance, and 401(k) retirement plan with company match.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 1-10 employees