Technical Product Operational Specialist I

Tier 1 Technical Support SpecialistIndoor Golf Simulator Systems — Sim-in-a-Box & Play10The Tier 1 Technical Support Specialist is the senior technical resource for indoor golf simulator environments. This role resolves the AV, hardware, and configuration issues our entry level agents cannot close, identifies which component in a simulator environment has failed, and drives the replacement or repair through to delivery in NetSuite.This is a working support seat, not a standby escalation seat. The specialist carries phones and the ticket queue alongside our entry level support agents during normal volume and steps up as the escalation point for projector geometry, signal paths, audio, launch monitor behavior, PC configuration, and physical component failure. Because this role sees field failures first, it also feeds recurring issues back to Product and Supply Chain. All work is delivered in line with Revelyst's Radical Hospitality philosophy and FAST service principles.Position SnapshotTier: Tier 1 — escalation point for Technical Product Support (entry level position); escalates to Engineering or vendor as Tier 1Systems: Sim-in-a-Box packages, Play10 systems, and custom indoor golf installationsChannels: Phone, email, ticket queue, remote session, and live call-through with installers and customersTools: Zendesk, NetSuite (orders, RMAs), remote access, manufacturer utilitiesRole Outcomes (Success Definition)Escalated AV and simulator issues are resolved correctly the first time, without unnecessary truck rolls or speculative part swapsThe right part is identified and ordered, with warranty status and customer expectations set accuratelyCustomers stay playing — downtime and service friction are minimizedTier 1 gets stronger over time through documented fixes and coachingRecurring field failures reach Product and Supply Chain with enough detail to act onCore Responsibilities1. Entry Level Product Support Agent Escalation — Simulator AV & SetupTake warm handoffs from the entry level Product Support Agent, own the case, and drive it to resolution or a defined next stepDiagnose projector and display issues: resolution and refresh rate, aspect ratio (16:9, 16:10, 4:3) and image stretch, throw ratio and throw distance, short-throw vs. standard-throw lens selection, lens shift, keystone and geometry correction, and brightness for ambient conditionsTrace signal paths: HDMI run lengths, HDBaseT and fiber extenders, splitters and switchers, EDID and HDCP handshake failures, and intermittent dropoutsResolve PC-side configuration: GPU output selection, Windows display arrangement and scaling, duplicate vs. extend, custom resolutions, and refresh rateConnect and troubleshoot audio from the simulator PC to soundbars, receivers, or powered speakers via HDMI, optical, USB, or analog, including Windows playback device selectionSupport launch monitor issues: placement and alignment, lighting and clearance requirements, calibration, firmware, connectivity, and simulator software pairingGuide customers and installers through corrective setup remotely using photos, video, screen shares, and measurements2. Technical Product Support Agent (entry level) Queue & Phone CoverageTake inbound calls, emails, and tickets in the general queue and resolve at first contact where possibleHandle standard TPSA work: order status, part identification, basic setup, warranty, and product guidanceDocument cases completely in the ticketing system and NetSuite — symptoms, steps taken, findings, parts ordered, resolution3. Failure Diagnosis & Component IdentificationKnow the full component set of Sim-in-a-Box and Play10 systems: enclosure and frame hardware, impact screen and tensioning, netting, turf and hitting mats, projector and mount, launch monitor, simulator PC, audio components, cabling, and powerIsolate failures methodically — substitute, bypass, and test rather than swapping parts speculativelyDistinguish component failure from configuration error, installation error, environmental cause (room dimensions, ceiling height, ambient light, power), and normal wearDetermine warranty status and the correct outcome: replacement part, RMA, field service visit, or configuration fixEscalate to Engineering, Product, or the manufacturer with a clear, evidence-backed summary when a failure falls outside documented behavior4. Replacement Parts & Order Processing (NetSuite)Enter replacement and warranty orders for Sim-in-a-Box and Play10 material — screens, netting, frame hardware, turf and mats, projectors, mounts, PCs, cabling, audio components, and service kitsSelect the correct part number and revision for the customer's configuration, build date, and system sizeProcess RMAs and vendor returns, including failure documentation and return logisticsVerify stock and lead times, communicate realistic ship dates, and update the customer proactively when timing changesTrack open orders to delivery and confirm the fix resolved the issue before closing the case5. Technical Product Support Agent (entry level) Enablement & Field FeedbackDocument resolutions, diagnostic paths, and part-identification guidance in the internal knowledge baseCoach TPSA in real time on AV fundamentals, component identification, and when to escalateFlag gaps and errors in customer-facing installation and setup documentationReport failure trends by component and configuration, and contribute to the replacement part catalog, service kits, and preventative maintenance bundlesQualificationsRequired2+ years in technical support, help desk, AV support, or field service, including phone-based supportHands-on experience with projectors and display systems — setup, alignment, resolution and aspect ratio configuration, and troubleshootingWorking knowledge of AV signal paths, cabling, and audio connectivity to a PCComfortable in Windows: display settings, audio devices, drivers, network, and general system troubleshootingProven ability to isolate a failure to a specific component through structured troubleshootingExperience entering orders, RMAs, or service transactions in an ERP system (NetSuite strongly preferred) and documenting cases in a ticketing/CRM systemStrong communication — able to guide a non-technical customer through a physical and technical fix over the phone, and stay composed with escalated customersPreferredDirect experience with golf simulators, launch monitors, or indoor golf installationsFamiliarity with simulator softwarePrior Tier 1 or escalation-tier experience, including mentoring entry level agentsAV certification or equivalent formal training (CTS or similar)Hands-on installation experience with enclosures, screens, netting, or structural assemblyPay Range:Hourly Rate: $25.00 - $28.00The actual annual salary offered to a candidate will be based on variables including experience, geographic location, education, and skills/achievements, and will be mutually agreed upon at the time of offer.We offer a highly competitive salary, comprehensive benefits including: medical and dental, vision, disability and life insurance, 401K, PTO, paid holidays, gear discounts and the ability to add value to an exciting mission! Foresight Sports