Product Support Technician (Tactics & Coaching)

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.

In 6 months time…

Independently manage and resolve complexity level 1 and 2 support tickets.

Confidently navigate incoming calls, live chats, and ticketing queues with high efficiency.

Actively assist and collaborate with other team members and departments on Slack

Provide urgent, live support during peak times, particularly on high-volume sports match days and training windows.

Demonstrate clear judgment when escalating complex bugs or critical software glitches to Level 3 support and the engineering team.

In 12 months time…

Take ownership of and successfully resolve advanced, complexity level 3 tickets.

Identify and fill knowledge gaps within our Help Center

Conduct advanced troubleshooting across complex client environments with minimal supervision.

Lead the resolution of high-priority, urgent technical issues to ensure minimal disruption for clients.

Drive product and team improvements by identifying product and support process improvements

We have amazing people. We promise you’ll work with some of the most ambitious, intelligent people in an exciting industry, and do some of the best work of your life.

We encourage our people to engage in constructive, open, and honest communication to make Catapult extraordinary.

We work in a collaborative yet challenging environment to consistently improve our performance, which in turn impacts our customers' performance.

Our workforce spans more than 20 countries. You'll have the opportunity to work with people from multiple nationalities and cultures, and to build your global awareness.

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 improve. There is an unlimited opportunity to grow, do more, and do better.

Whether you’re interested in sports or not, you’ll have the satisfaction of knowing your work is supporting some of the most successful teams and athletes on the planet!

Research shows that while men apply for jobs when they meet an average of 60% of the criteria, women and other marginalized groups tend only to apply when they check every box. So if you have what it takes, but don't meet every single point in our job ad, please still get in touch! We would love to have a chat and see if you could be a great addition to our team. We are building the future of sports performance. Our priority is to find the brightest talent who can add to our team culture, actively contribute, and be excited about what they do.

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