We're looking for a Technical Support Engineer to join our growing Technical Support team and help deliver a world-class support experience across both our Consumer and Elite Sporting customer base. This is a highly hands-on, customer-facing role where you'll act as a key technical point of contact, resolving complex software, hardware, and connectivity issues and ensuring our customers receive a seamless, first-contact resolution experience wherever possible.
Requirements
- Acting as the primary technical point of contact for software-related queries, resolving complex full-stack and mobile application issues from initial investigation through to resolution
- Diagnosing and resolving issues with USB-connected hardware, including device detection failures, driver conflicts, power delivery issues, firmware compatibility, and data transfer errors across Windows and macOS
- Providing support for network-connected devices, including configuration, connectivity troubleshooting, IP/DHCP issues, firewall restrictions, and Wi-Fi/Ethernet performance problems
- Diagnosing data transmission and synchronisation issues between devices and cloud or on-prem systems, using logs, packet-level reasoning, and network diagnostic tools
- Becoming a product champion, developing deep expertise in our product suite and identifying opportunities to improve reliability, usability, and customer experience
- Assisting with release management, including preparation, documentation, and deployment of software updates and patches to our global customer base
- Contributing to the evolution of Technical Support processes, participating in RCPS sessions to prevent recurring issues and improving long-term product quality
- Partnering with Account Managers and Customer Success teams to deliver a premium, end-to-end support journey for all customers
Benefits
- Generous Paid Time Off
- 401k Matching
- Retirement Plan
- Four Day Work Week
- Generous Parental Leave
- Tuition Reimbursement
- Relocation Assistance
