Product Support Technician

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 are looking for a talented and proactive Product Support Technician who can support the rapidly growing customer base of our ambitious, fast-growing and transforming company. You will be the customer’s first point of contact to resolve product issues for customers all around the globe.

This role there is an expectation to work different shift patterns throughout the week, as well as weekend work 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 maximise 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.

• Provide technical support assistance to clients 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.
• Deliver remote onboarding to new users.
• Retain ownership of problems through to resolution to ensure a high level of user satisfaction.
• Knowing when to escape 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.
• Investigate, diagnose, and resolve customer issues within a timely manner and work with the product teams to resolve these issues.
• Use independent, professional judgment to avoid errors that would impact customer satisfaction.

• 1-2 years of technical support experience is desirable, and a willingness to go above and beyond for the customer.
• Associated degree in Computer Science, IT, sports science or equivalent experience in a related field is preferred.
• Proficient in English with strong written and verbal communication skills.
• Experience with support ticketing platforms;
  Salesforce and Zendesk preferred
• Ability to work extended hours and on weekends
• Ability to thrive in a dynamic work environment and see tasks through to completion.
• (Preferred) Great understanding of a range of sports including the challenges that athletes and coaches face.
• (Preferred) Prior troubleshooting experience with PC based systems preferred

• 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…