Technical Product Operational Specialist I

Revelyst•Carlsbad, CA

8d•Onsite

About The Position

The Tier 1 Technical Support Specialist is the senior technical resource for indoor golf simulator environments. This role resolves the AV, hardware, and configuration issues our entry level agents cannot close, identifies which component in a simulator environment has failed, and drives the replacement or repair through to delivery in NetSuite. This is a working support seat, not a standby escalation seat. The specialist carries phones and the ticket queue alongside our entry level support agents during normal volume and steps up as the escalation point for projector geometry, signal paths, audio, launch monitor behavior, PC configuration, and physical component failure. Because this role sees field failures first, it also feeds recurring issues back to Product and Supply Chain. All work is delivered in line with Revelyst’s Radical Hospitality philosophy and FAST service principles.

Requirements

2+ years in technical support, help desk, AV support, or field service, including phone-based support
Hands-on experience with projectors and display systems — setup, alignment, resolution and aspect ratio configuration, and troubleshooting
Working knowledge of AV signal paths, cabling, and audio connectivity to a PC
Comfortable in Windows: display settings, audio devices, drivers, network, and general system troubleshooting
Proven ability to isolate a failure to a specific component through structured troubleshooting
Experience entering orders, RMAs, or service transactions in an ERP system (NetSuite strongly preferred) and documenting cases in a ticketing/CRM system
Strong communication — able to guide a non-technical customer through a physical and technical fix over the phone, and stay composed with escalated customers

Nice To Haves

Direct experience with golf simulators, launch monitors, or indoor golf installations
Familiarity with simulator software
Prior Tier 1 or escalation-tier experience, including mentoring entry level agents
AV certification or equivalent formal training (CTS or similar)
Hands-on installation experience with enclosures, screens, netting, or structural assembly

Responsibilities

Take warm handoffs from the entry level Product Support Agent, own the case, and drive it to resolution or a defined next step
Diagnose projector and display issues: resolution and refresh rate, aspect ratio (16:9, 16:10, 4:3) and image stretch, throw ratio and throw distance, short-throw vs. standard-throw lens selection, lens shift, keystone and geometry correction, and brightness for ambient conditions
Trace signal paths: HDMI run lengths, HDBaseT and fiber extenders, splitters and switchers, EDID and HDCP handshake failures, and intermittent dropouts
Resolve PC-side configuration: GPU output selection, Windows display arrangement and scaling, duplicate vs. extend, custom resolutions, and refresh rate
Connect and troubleshoot audio from the simulator PC to soundbars, receivers, or powered speakers via HDMI, optical, USB, or analog, including Windows playback device selection
Support launch monitor issues: placement and alignment, lighting and clearance requirements, calibration, firmware, connectivity, and simulator software pairing
Guide customers and installers through corrective setup remotely using photos, video, screen shares, and measurements
Take inbound calls, emails, and tickets in the general queue and resolve at first contact where possible
Handle standard TPSA work: order status, part identification, basic setup, warranty, and product guidance
Document cases completely in the ticketing system and NetSuite — symptoms, steps taken, findings, parts ordered, resolution
Know the full component set of Sim-in-a-Box and Play10 systems: enclosure and frame hardware, impact screen and tensioning, netting, turf and hitting mats, projector and mount, launch monitor, simulator PC, audio components, cabling, and power
Isolate failures methodically — substitute, bypass, and test rather than swapping parts speculatively
Distinguish component failure from configuration error, installation error, environmental cause (room dimensions, ceiling height, ambient light, power), and normal wear
Determine warranty status and the correct outcome: replacement part, RMA, field service visit, or configuration fix
Escalate to Engineering, Product, or the manufacturer with a clear, evidence-backed summary when a failure falls outside documented behavior
Enter replacement and warranty orders for Sim-in-a-Box and Play10 material — screens, netting, frame hardware, turf and mats, projectors, mounts, PCs, cabling, audio components, and service kits
Select the correct part number and revision for the customer’s configuration, build date, and system size
Process RMAs and vendor returns, including failure documentation and return logistics
Verify stock and lead times, communicate realistic ship dates, and update the customer proactively when timing changes
Track open orders to delivery and confirm the fix resolved the issue before closing the case
Document resolutions, diagnostic paths, and part-identification guidance in the internal knowledge base
Coach TPSA in real time on AV fundamentals, component identification, and when to escalate
Flag gaps and errors in customer-facing installation and setup documentation
Report failure trends by component and configuration, and contribute to the replacement part catalog, service kits, and preventative maintenance bundles