About the Role
Catapult is looking for a talented and proactive Product Support Technician to support the rapidly growing customer base of an ambitious, fast-growing and transforming company.
Based from the Melbourne office, the role holder is the customer's first point of contact for resolving product issues for customers around the globe.
The position involves some roster work, including nights, to ensure 24/7 support for a global customer base.
The role sits within a global support team that works closely with the engineering department and takes responsibility for constantly improving productivity and personal development while excelling in a fast-paced environment.
Key Responsibilities
Provide technical support assistance to clients using the Video platform solutions through phone, email or live chat.
Provide assistance and all necessary coordination in the installation of client computer software products, the modification and repair of hardware, and the resolution of client technical problems.
Retain ownership of problems through to resolution to ensure a high level of user satisfaction, escalating to the next level of support when required.
Record details of all incoming support requests in line with company procedures, ensuring accurate information is obtained, and effectively prioritise the incoming queue.
Create support content for the online help centre, identifying and filling knowledge gaps.
Help validate and update new software features and support processes, including getting hands-on with the technology out in the field.




Work collaboratively with other members of the global support team and the engineering department.
Utilise remote software to access both customer and internal hardware, and provide urgent live support during peak times, particularly on high-volume sports match days and training windows.
Independently manage and resolve complexity level 1 and 2 support tickets, progressing to advanced level 3 tickets and advanced troubleshooting across complex client environments with minimal supervision.
Lead the resolution of high-priority, urgent technical issues to ensure minimal disruption for clients, and drive product and team improvements by identifying product and support process improvements.
Required Experience & Qualifications
Willingness to go above and beyond for the customer.
Written and verbal communication skills.
Prior troubleshooting experience with PC or Mac based systems.
Ability to work extended hours and on weekends.
Ability to thrive in a energetic work environment and see tasks through to completion.
Great understanding of a range of sports, including the challenges that athletes and coaches face.
Preferred Skills
Experience using coaching video solutions such as Thunder, Focus, Vision and/or MatchTracker.
1-2 years of technical support experience.
Associate degree in Computer Science, IT, sports science or equivalent experience in a related field.
Experience with support ticketing platforms; Salesforce and Zendesk.
Workplace
Roster work including nights to ensure 24/7 support for a global customer base.
The Application Process
1. All offers of employment are subject to a positive prehire check.
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📌 Product Support Technician (Tactics & Coaching) (Melbourne)
🏢 Global Sports Jobs
📍 Melbourne