Product Support Technician (Tactics & Coaching)
Core
First-line technical support for sports performance video platforms (Thunder, Focus, Vision, MatchTracker), resolving hardware/software issues and validating new features for global professional teams.
Role type
Product Support Technician (Level 1-2 escalation)
Builds
Video analytics and performance tracking software for professional sports teams
Domain
Sports technology / Video analytics
Deliverable
client delivery
Required skills
PC/Mac troubleshooting, support ticketing platforms, remote software access, technical support experience
Preferred skills
Coaching video solutions expertise, Salesforce/Zendesk, sports science background
Technologies
Thunder, Focus, Vision, MatchTracker, Salesforce, Zendesk
Responsibilities
Resolve Level 1-2 support tickets via phone/email/chat, coordinate hardware installation and repair, validate new software features in the field, create support content for the help center, escalate complex bugs to Level 3, prioritize incoming support queue
Seniority
Junior to Mid-level, hands-on IC