Product Support Technician | Catapult Sports

• Provide technical support via phone, email and live chat
• Troubleshoot software, hardware and product-related issues
• Deliver remote onboarding and product guidance for new users
• Retain ownership of customer issues through to successful resolution
• Escalate complex issues where appropriate while maintaining excellent customer communication

Product & Software Support

• Assist with software installation, configuration and troubleshooting
• Record and manage all customer support requests using internal ticketing systems
• Create and maintain online support documentation and help centre content
• Validate new software features and product updates
• Help improve support processes and workflows
• Work closely with Engineering and Product teams to investigate and resolve technical issues
• Test products in real-world sporting environments
• Contribute to continuous improvement across the global support function

• 1-2 years’ experience within a technical support or customer support environment (desirable)
• Degree or equivalent qualification in Computer Science, IT, Sports Science or related discipline (preferred)
• Excellent written and verbal English communication skills
• Experience using support ticketing systems (Salesforce or Zendesk preferred)
• Strong troubleshooting and problem-solving abilities
• Ability to work rotating shifts, weekends and extended hours supporting a global customer base
• Excellent organisational skills and ability to manage multiple priorities
• Understanding of elite sport and the challenges faced by athletes and coaches
• Previous experience troubleshooting PC-based systems
• Passion for sports technology and customer success

• Interest in performance analysis, sports science or athlete monitoring technologies
• Work with the world’s leading sports technology company
• Support elite teams across global professional sport
• Collaborative international working environment spanning 20+ countries
• Excellent career development and progression opportunities
• Outstanding maternity and paternity benefits
• Pension scheme with employer contribution
• Opportunity to work with cutting-edge performance, video and AI technologies
• Continuous learning within an innovative, high-performance culture

Catapult is a global leader in sports performance technology, empowering more than 5,000 professional teams worldwide with industry-leading performance, video, health and AI solutions. Their mission is simple: to unleash the potential of every athlete and every team on Earth. #J-18808-Ljbffr

Catapult Sports are seeking a Product Support Technician to join their global Product Support team, providing world-class technical support to elite sports organisations around the world.

Supporting over 5,000 professional teams across the NFL, NBA, NHL, MLS, Premier League, NCAA, AFL and more, you’ll be the first point of contact for customers, helping resolve technical issues while ensuring athletes, coaches and practitioners maximise the value of Catapult’s industry-leading performance technology.