Product Support Technician - Contractor

Product Support Technician - ContractorMaitland, FL, Wilmington, MACasual Product Support Technician - Performance & HealthCatapult 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 SupportCatapult 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 2026.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. You will be the customer's primary point of contact to ensure LPS Tracking solutions are tested and operational.As a Product Support Technician, you will be responsible for providing time sensitive front line support to onsite technicians of our Advanced LPS Tracking 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 or the Wilmington, MA office.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.What You'll DoProvide technical support assistance to on site technicians using our Advanced LPS Tracking platform solutions through phone, email or live chatCollaborate with the dedicated on site technicians to ensure pre-game checks are completed within the agreed upon time frameRetain ownership of problems through to resolution to ensure a high level of user satisfactionEscalate time sensitive problems to the next level of supportRecord details of all incoming support requests in line with company procedures ensuring accurate information is obtainedHelp validate new software features, including getting hands-on with the technology out in the fieldWork collaboratively with other members of the global support team and engineering departmentEffectively prioritize the incoming queueUtilize Remote Software to access both customer and internal hardwareSubmit a post game summary report for each assigned games for league officials reviewWhat You'll Need1-2 years of technical support experience is preferredWillingness to go above and beyond for the customer is requiredAssociate degree in Computer Science, IT, sports science or equivalent experience in a related field is preferredWritten and verbal communication skills required.Prior troubleshooting experience with PC or Mac based systemsExperience with support ticketing platforms; Zendesk is preferredAvailable to work one 8 hour shift on weekends requiredAbility to thrive in a dynamic work environment and see tasks through to completionGreat 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 opportunity to work across multiple nationalities and cultures, and build your global awareness and capability even beyond what it is today.We value improvement and development. We are challenging ourselves to continuously grow and become a high-performance company. That means we maintain a growth mindset in everything we do, and our people are always looking for ways to do things better. There is unlimited opportunity to grow, do more, and do better.We care about you. We offer outstanding paid maternity and paternity leave.Whether you are interested in sports or not, you'll have the satisfaction of knowing your work is supporting some of the most successful teams and individual athletes on the planet! While we have access to many exciting opportunities, we also realize that we are here to do a very important job for our customers. As a result, we aim to work with purpose and intention. We look for people that fit into our team culture, those who actively contribute and individuals who are excited about what they do.In order to build the future of sports performance, we need the brightest talent in order to do so. If you think you can contribute to the empowering, enjoyable and exciting Catapult environment, then we invite you to apply.The base pay for this position is $40 per hour. The "casual" employee will be expected to work 8 hour weekend shifts, which would be ~$320 USD per shift. Coverage is needed between the hours of 8am-1 am ET and the quantity of technicians needed is based on amount of games played.All offers of employment are subject to Catapult's positive pre hire check. To find out more, please contact the Talent Partner for this role. Catapult Sports