Technical Support Analyst I

Technical Support at aboutGOLF is in the middle of a meaningful transformation. New processes, tooling, and a sharper focus on the customer experience are actively being built - and this role sits at the center of that work. You will not be inheriting a static queue; you will be helping define how world-class technical support operates at a growing golf technology company.

You will support commercial and residential clients remotely, troubleshooting and resolving technical issues across software, hardware, and network systems. You will report to the Director of Customer Experience and be a critical part of ensuring aboutGOLF is always available for its customer

*Work hours may vary throughout the year to support seasonal demand during the indoor golf season, including weekend coverage.

WHAT YOU WILL DO:

Case Management & Queue Ownership:

• Work a structured Salesforce case queue using defined stages, SLAs, and agent dashboards
• Respond to new cases within 60 minutes and customer replies within 2 hours during business hours
• Own cases end-to-end - from first contact through resolution - across phone, email, and remote session
• Maintain a clear, consistent case log on every case so anyone reviewing can understand current status and next steps at a glance
• Close cases with a documented resolution and close reason every time

Technical Troubleshooting:

• Troubleshoot and resolve common issues across simulator hardware, software, networking, and display systems. Escalate complex issues as needed
• Perform remote sessions via TeamViewer to troubleshoot and resolve issues directly on customer systems
• Demonstrate curiosity and problem-solving skills to understand underlying causes of recurring issues
• Recognize when a case requires escalation to development, a vendor, or customer success, and manage those handoffs cleanly

Communication & Customer Experience:

• Communicate clearly, professionally, and proactively - customers should always know where their case stands
• Follow defined inactivity and closure procedures, including sending closing notices and a structured follow-up cadence
• Coordinate with Customer Success on warranty and order- related handoffs.

Process & Continuous Improvement:

• Consult the knowledge base before escalating - and contribute to it after resolving complex or recurring issues
• Flag patterns in the queue: recurring issues, missing documentation, or process gaps that can be addressed upstream
• Adapt quickly as processes, tooling, and priorities evolve - this role will grow as the function grows

• 1-3+ years of experience in technical support, help desk, or a similar customer- facing technical role
• Strong remote troubleshooting and diagnostic skills across software, hardware, and network issues
• Comfortable handling customer communication over phone and email with professionalism and clarity
• Experience with CRM or ticketing systems; Salesforce experience preferred
• Ability to manage multiple open cases and shifting priorities withoutdropping the ball
• Excellent documentation habits - clear, concise, and consistent
• Resourceful and proactive; able to push issues forward without waiting to be told
• Bachelor's degree in Computer Science, IT, or a related field preferred. Equivalent technical support experience will be considered

Nice to Have:

• Experience with golf simulator systems, AV hardware, or gaming software
• Familiarity with Salesforce case management and dashboards
• Interest in golf or prior experience with the game - helpful for product intuition
• Comfort operating in an evolving environment where not everything is documented yet, * Technical support: 1 year (Required)

Ability to Commute:

• Maumee, OH 43537 (Required)

Pulled from the full job description

• Parental leave
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Dental insurance
• Flexible spending account

Full job description

aboutGolf:

aboutGOLF develops premium golf simulator technology used by commercial venues and golf enthusiasts around the world. Our platform combines hardware, software, and ball-tracking technology to create realistic and engaging indoor golf experiences.

The OPPORTUNITY, * Salary range: $45,000 - $48,000 annually, commensurate with experience

• Medical, Dental, and Vision coverage
• 401(k) with employer match
• Generous paid time off policy
• In-office role at our Maumee, OH office, with hybrid flexibility as circumstances allow
• A role with real ownership and room to grow - you will help shape how this function evolves
• High-trust environment with meaningful ownership and direct impact on the customer experience.

Pay: $45,000.00 - $48,000.00 per year, * 401(k) matching

• Dental insurance
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Vision insurance