Product Support Technician Wilmington, MA

Catapult Group; Wilmington, Northern (MA, KY); Hybrid; USD 29,000 - 59,000; Full time

Benefits offered by this job

Health insurance

Dental and Vision insurance

401(k) retirement plan with company mа

Job summary

Catapult Group is seeking a talented Product Support Technician based at our Maitland Office to be the first point of contact for customers worldwide. The role includes after-hours rostered work to ensure 24/7 coverage, delivering remote training and resolving product issues across video platform solutions.

You will collaborate with global teams to improve support processes, validate new features, and help build a high-quality customer experience while supporting athletes and teams with

Qualifications

• 1–2 years of technical support experience preferred.
• Experience with coaching video solutions such as Thunder, Focus, Vision, or MatchTracker preferred.
• Willingness to go above and beyond for the customer is required.
• Associate degree in Computer Science, IT, sports science or related field preferred.
• Strong written and verbal communication skills required.
• Experience troubleshooting PC or Mac based systems.
• Experience with support ticketing platforms (Salesforce, Zendesk) preferred.
• Ability to work extended hours and weekends required.
• Thrive in dynamic environment and see tasks through to completion.
• Strong knowledge of a range of sports and athletes' challenges.

Responsibilities

• Provide technical support to clients using our Video platform via phone, email, or live chat.
• Assist with installation, modification, and repair of software and hardware.
• Deliver remote product training to clients.
• Own problems through to resolution to maintain high user satisfaction.
• Know when to escalate issues to the next level of support.
• Record all incoming requests accurately in company systems.
• Create helpful content for the online help center.
• Assist in validating new software features in field tests.
• Help refine support processes and workflows.
• Collaborate with global support and engineering teams.
• Prioritize the incoming queue effectively.
• Use Remote Software to access client and internal hardware.

Skills

Technical support

Coaching video solutions

Customer service

Education

Associate degree in Computer Science/IT or related field

Tools

Salesforce

Zendesk

Job description

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 Maitland 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.
• Deliver remote product training.
• Retain ownership of problems through to resolution to ensure a high level of user satisfaction.
• Knowing when to expand 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.

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.

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 to only apply when they check every box. So if you think 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 that can add to our team culture, those who actively contribute and who are excited about what they do.

The target Total Compensation range for this position is $29,484 to $58,968 per year. This range is inclusive of base salary and a target incentive plan (which may include equity, commission, or other bonus structures).

Your specific compensation within this range will be determined by factors such as your geographic location, relevant experience, and job-related skills.

In addition to this compensation, Catapult also offers generous paid leave and recognized company holidays, and the opportunity to participate in our comprehensive benefits package, including Health, Dental, and Vision insurance, and 401(k) retirement plan with company match.