Product Support Technician (Tactics & Coaching) Melbourne, Australia

Product Support Technician (Tactics & Coaching)

Melbourne, Australia

Catapult is building the future of sports performance technology, with a mission to Unleash the Potential of every athlete and team on earth. We don't just work in the sporting industry; we are actively changing it. Since 2006, our solutions have been leading the way in sports performance software, science, and data, in a world where 1% can literally mean the difference between winning and losing.

We work with over 5,000+ 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.

Catapult is a sports technology company that empowers professional teams to make data-driven decisions. We deliver health, performance, video, and AI insights from the locker room to competitive environments, ensuring every decision is an opportunity to gain an advantage, sharpen performance, and build lasting success.

WE WANT PEOPLE WHO ARE PASSIONATE ABOUT PROVIDING EXCEPTIONAL PRODUCT SUPPORT

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 Melbourne office, you will be the customer’s first point of contact to resolve product issues for customers all around the globe.

This role will have some roster work including nights to ensure 24/7 support to our global customer base. 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 clients using our Video platform solutions through phone, email or live chat.


• Provide assistance and all necessary coordination in the installation of client computer software products, the modification, and repair of hardware and the resolution of client technical problems.


• Retain ownership of problems through to resolution to ensure a high level of user satisfaction.


• Knowing when to upscale problems to the next level of support.


• Record details of all incoming support requests in line with company procedures ensuring accurate information is obtained.


• Create support content for the online help center


• Help validate new software features, including getting hands-on with the technology out in the field.


• Help validate and update support processes.


• 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

WHAT YOU’LL NEED

• 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.

WHAT YOUR SUCCESS WILL LOOK LIKE

• 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.


• 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

WHY CATAPULT?

• 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.

Our vision at Catapult is to empower every athlete and team on earth with technology to perform at their best. To achieve this, we acknowledge, respect and celebrate diversity and seek to build an inclusive culture that delivers great outcomes for our people and our customers.

The survey requests personal information about you. Please be assured your responses will be kept secure and confidential. They won’t be accessible by the hiring manager or considered in any way in the hiring process. We’ll only use your responses to these questions in an anonymised way (that is, without identifying you personally) and solely for the purposes of analysing and evaluating our diversity & inclusion efforts.

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