Product Support Technician – Tactics & Coaching

About the role

Catapult Sports is seeking a proactive Product Support Technician to join its Melbourne office. You will be the first point of contact for global customers using our video platform solutions, providing technical assistance and ensuring a high‑quality support experience.

Key responsibilities

• Provide technical support via phone, email and live chat for video platform users.
• Assist with software installation, hardware modification, and repair, and resolve client technical problems.
• Own tickets through to resolution, escalating only when necessary.
• Record all support requests accurately and create content for the online help centre.
• Validate new software features in the field and help improve support processes.
• Collaborate with global support and engineering teams and prioritize incoming queues.

Required profile

• 1‑2 years of technical support experience, preferably with coaching video solutions (Thunder, Focus, Vision, MatchTracker).
• Associate degree in Computer Science, IT, sports science or equivalent experience.
• Strong written and verbal communication skills and ability to work extended hours, including nights and weekends.
• Understanding of a range of sports and the challenges faced by athletes and coaches.

Required skills

• Experience with PC and Mac troubleshooting.
• Familiarity with support ticketing platforms, especially Salesforce and Zendesk.
• Ability to use remote‑access software to support customer and internal hardware.
• Knowledge of coaching video solutions such as Thunder, Focus, Vision, or MatchTracker.