Product Support Technician - Contract

PRODUCT SUPPORT TECHNICIAN - CONTRACT - TACTICS & COACHING

Our mission is to improve the performance of athletes and teams, which we do by engineering the premier technology platform for sport. We've been at the forefront of sports technology and science since 2006 - we don't just work in the sporting industry, we are actively changing its future.  Our solutions are designed to help athletes and coaches "play smart" in a world where 1% can literally mean the difference between winning and losing.

We work with over 3,000 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.  Our solutions include wearable technology, video analytics, and athlete monitoring solutions, and we are passionate about helping sports organizations at all levels to better scout, recruit, teach, and win.

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 2024.

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 2024 through January 2025.  

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. 

WHAT YOU'LL DO 

• 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

• 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.

WHY CATAPULT? 

• We have amazing people. We can promise you will work with some of the most ambitious and intelligent people in an exciting industry, and you will do some of the best work of your life.
• We encourage our people to have constructive, open and honest communication; to make Catapult extraordinary; innovate and create smart solutions; establish a collaborative, yet challenging, environment to develop our performance and the performance of our customers.
• Our workforce spans more than 20 countries, you'll have the opportunity to work across multiple nationalities and cultures, and build your global awareness and capability even beyond what it is today.
• We value improvement and development. We are challenging ourselves to continuously grow and become a high-performance company. That means we maintain a growth mindset in everything we do, and our people are always looking for ways to do things better.  There is unlimited opportunity to grow, do more, and do better.
• We care about you. We offer outstanding paid maternity and paternity leave.

Whether you are interested in sports or not, you'll have the satisfaction of knowing your work is supporting some of the most successful teams and individual athletes on the planet! While we have access to many exciting opportunities, we also realize that we are here to do a very important job for our customers. As a result, we aim to work with purpose and intention. We look for people that fit into our team culture, those who actively contribute and individuals who are excited about what they do. 

In order to build the future of sports performance, we need the brightest talent in order to do so. If you think you can contribute to the empowering, enjoyable and exciting Catapult environment, then we invite you to apply.

All offers of employment are subject to Catapult's positive pre hire check. To find out more, please contact the Talent Partner for this role