Product Support Technician - Contract
Product Support Technician - Contract
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Job Description
Important Notice: Recruitment Scams
We are aware of ongoing scams where individuals falsely claim to represent Catapult. If you are applying via a thirdparty website such as LinkedIn or Indeed please verify that the role is listed on our official careers page: legitimate Catapult recruiters use email addresses ending in@or@.Our mission is to improve the performance of athletes and teams which we do by engineering the premier technology platform for sport. Weve been at the forefront of sports technology and science since 2006 we dont 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.
Our mission is to improve the performance of athletes and teams which we do by engineering the premier technology platform for sport. Weve been at the forefront of sports technology and science since 2006 we dont 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 4400 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 gameday readiness and performance as well as ingame tactics. Our solutions include video analytics and athlete monitoring solutions and we are passionate about helping sports organizations at all levels to better scout recruit teach and win.
WE WANT PEOPLE WHO ARE PASSIONATE ABOUT PROVIDING EXCEPTIONAL PRODUCT SUPPORT
Catapult Sports provides ingame 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 proactiveProduct Support Technician to support the rapidly growing customer base of our ambitious fastgrowing and transforming company. Based from our Orlando/Maitland office you will be the customers 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 2025 through January 2026.
As a Product Support Technician you will be responsible for providing timesensitive frontline 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 highquality 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 fastpaced environment.
WHAT YOULL 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 pregame 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 timesensitive 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 handson 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
WHAT YOULL NEED
- Experience using Coaching Video solutions such as Thunder Focus Vision and/or MatchTracker is preferred
- 12 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 youll 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 highperformance 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 youll 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 Catapults positive pre hire check. To find out more please contact the Talent Partner for this role
Required Experience:
IC
Employment Type
Contract
