Product Support Technician - Contract

Responsibilities

• 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 pre-game 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 time-sensitive 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 hands-on 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

Requirements

• 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; 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, you'll have the opport

Benefits

Additional Information

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 Catapult Sports provides in-game 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 proactive Product Support Technician to support the rapidly growing customer base of our ambitious, fast-growing and transforming company. Based from our Orlando/Maitland office, you will be the customer's 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 2026 through January 2027. As a Product Support Technician, you will be responsible for providing time-sensitive front-line 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 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.

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