Product Support Technician - Contract

Catapult Sports•Maitland, FL

1d•Onsite

About The Position

Catapult Sports provides in-game video and data solutions to Division 1 NCAA football teams. We are looking for innovative, reliable technicians to join our Live Services Operations team to assist with the delivery of these services in 2025. 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 Orlando/Maitland office, you will be the customer’s primary point of contact to ensure Live Video solutions are tested and operational. This role is a contract/temporary position, where you will receive training and commit to at least 8 hours a week (weekend) starting in the summer 2026 through January 2027. As a Product Support Technician, you will be responsible for providing time-sensitive front-line support to onsite technicians of our Focus Live product. Other responsibilities include monitoring and reporting on Live Games in collaboration with other members from our Live Services team, based in the Catapult Orlando/Maitland office. Product Support Technicians will report to the Live Services Team Lead. This role will have some roster work following the NCAA football schedule. 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; Zendesk is preferred
Available to work one 8 hour shift on Saturdays 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.

Responsibilities

Provide technical support assistance to on site technicians using our Video platform solutions through phone, email or live chat
Collaborate with the dedicated on site technicians to ensure pre-game checks are completed within the agreed upon time frame
Retain ownership of problems through to resolution to ensure a high level of user satisfaction
Escalate time-sensitive problems to the next level of support
Record details of all incoming support requests in line with company procedures ensuring accurate information is obtained
Help validate new software features, including getting hands-on with the technology out in the field
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
Submit a post game summary report for each assigned games for league officials review