Product Support Technician
for sections like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections that have real specific content. Must not repeat job title. Must not include Job ID etc. Remove boilerplate. Must preserve all substantive info.
We need to parse the posting.
Content:
- Intro about Catapult: mission, etc. Could be "About the role" or maybe "About the company"? The instruction: use headings for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we need to decide which sections apply.
We have:
- About the role: description of role, mission, etc. Could be "About the role" includes description of what they do, mission, etc.
- Responsibilities: bullet list of duties.
- Requirements: maybe "What You’ll Need" includes experience, education, etc.
- Qualifications: maybe overlapping with Requirements; but we can combine? The instruction says prefer few substantive sections over many thin ones. So we could have sections: About the role, Responsibilities, Requirements (including qualifications, skills), Benefits, Pay.
We have Pay: target total compensation range $29,484 to $58,968 per year, inclusive of base salary and target incentive plan. Also mention benefits: generous paid leave, recognized company holidays, comprehensive benefits package including Health, Dental, Vision insurance, 401(k) with company match.
Schedule: mention "some roster work including nights to ensure 24/7 support", "Ability to work extended hours and on weekends is required". So schedule info present.
We also have "WHY CATAPULT?" which could be part of About the role or separate but we can incorporate into About the role.
We need to avoid filler like "commensurate with experience". Not present.
We need to output only HTML fragment, no /, no markdown fences.
We need to use for section headings. Use - for any list of duties/requirements/benefits. Use
for prose.
We must preserve all substantive information; do not invent or summarize away detail.
Let's extract details.
About the role: Could include mission statement, description of company, role purpose. Let's craft a paragraph summarizing: Catapult builds sports performance technology, mission to unleash potential, works with 5000+ teams, provides health, performance, video, AI insights, etc. The role: Product Support Technician based in Maitland Office, first point of contact, resolve product issues globally, some roster work including nights for 24/7 support, etc.
We need to ensure we don't lose any specifics: mention "Based from our Maitland Office", "customer’s first point of contact to resolve product issues for customers all around the globe", "some roster work including nights to ensure 24/7 support", "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". That's a lot; we can include as prose.
Responsibilities: bullet list from "What You’ll Do". Let's extract each sentence:
- Provide technical support assistance to clients using our 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.
- Deliver remote product training.
- Retain ownership of problems through to resolution to ensure a high level of user satisfaction.
- Knowing when to escalate problems to the next level of support.
- Record details of all incoming support requests in line with company procedures ensuring accurate information is obtained.
- Create support content for the online help center.
- Help validate new software features, including getting hands-on with the technology out in the field.
- Help validate and update support processes.
- Work collaboratively with other members of the global support team and engineering department.
- Effectively prioritize the incoming queue.
- Utilize Remote Software to access both customer and internal hardware.
We need to keep each as
- .
Requirements/Qualifications/Skills: "What You’ll Need" list:
- Experience using Coaching Video solutions such as Thunder, Focus, Vision, and/or MatchTracker is preferred
- 1-2 years of technical support experience is preferred
- Willingness to go above and beyond for the customer is required
- Associate degree in Computer Science, IT, sports science or equivalent experience in a related field is preferred
- Written and verbal communication skills required.
- Prior troubleshooting experience with PC or Mac based systems
- Experience with support ticketing platforms; Salesforce and Zendesk is preferred
- Ability to work extended hours and on weekends is required
- Ability to thrive in a dynamic work environment and see tasks through to completion
- Great understanding of a range of sports. Including the challenges that athletes and coaches face.
We could separate into Requirements (experience, education) and Skills (communication, troubleshooting, ticketing, etc.) but we can combine into one section "Requirements" with bullet list.
But we also have "WHY CATAPULT?" which is more about company culture; could be part of About the role.
Benefits: "In addition to this compensation, Catapult also offers generous paid leave and recognized company holidays, and the opportunity to participate in our comprehensive benefits package, including Health, Dental, and Vision insurance, and 401(k) retirement plan with company match."
Pay: "The target Total Compensation range for this position is $29,484 to $58,968 per year. This range is inclusive of base salary and a target incentive plan (which may include equity, commission, or other bonus structures). Your specific compensation within this range will be determined by factors such as your geographic location, relevant experience, and job-related skills."
Schedule: "This role will have some roster work including nights to ensure 24/7 support to our global customer base." and "Ability to work extended hours and on weekends is required". So schedule info.
We need to ensure we don't create sections with filler like "not specified". All sections have content.
We need to output only HTML fragment.
Let's structure:
About the role
... paragraph ...
Responsibilities
- ...
...
Requirements
- ...
...
Benefits
- Generous paid leave and recognized company holidays
- Comprehensive benefits package including Health, Dental, and Vision insurance
- 401(k) retirement plan with company match
Pay
Target total compensation range: $29,484 to $58,968 per year, inclusive of base salary and target incentive plan (which may include equity, commission, or other bonus structures). Specific compensation determined by geographic location, relevant experience, and job-related skills.
Schedule
Some roster work including nights to ensure 24/7 support; ability to work extended hours and on weekends required.
We need to ensure we didn't miss any substantive info: The "WHY CATAPULT?" paragraph about amazing people, open communication, etc. Should we include that? It's substantive. Could be part of About the role. Let's incorporate into About the role paragraph.
Also mention "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." That's substantive.
Also "We provide the information they need to optimize athletes’ health, game-day readiness, and performance, as well as in-game tactics." etc.
Also "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."
Also "We believe that our customers deserve the best platform and we pride ourselves in the service we deliver." etc.
Also "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."
Also "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."
Also "Whether you’re interested in sports or not, you’ll have the satisfaction of knowing your work is supporting some of the most successful teams and athletes on the planet!"
Also "Research shows that while men apply for jobs when they meet an average of 60% of the criteria, women and other marginalized groups tend to only apply when they check every box. So if you think you have what it takes, but don't meet every single point in our job ad, please still get in touch! We would love to have a chat and see if you could be a great addition to our team."
Also "We are building the future of sports performance, our priority is to find the brightest talent that can add to our team culture, those who actively contribute and who are excited about what they do."
All that is substantive. We need to preserve all. So About the role paragraph should be long but include all those points.
We must not repeat job title. Not include "Job ID". Not include application instructions.
We must not include boilerplate like EEO etc. Not present.
Now craft HTML.
Be careful to escape any special characters? Not needed.
Let's write.
We'll produce:
About the role
Catapult builds sports performance technology with a mission to unleash the potential of every athlete and team on earth. Since 2006, its solutions have led the way in sports performance software, science, and data, working with over 5,000+ teams worldwide — including premier organizations in the NFL, NBA, NHL, MLS, EPL, AFL, NRL, NCAA and more — to empower coaches, managers, and trainers with the information needed to optimize athletes’ health, game‑day readiness, performance, and in‑game tactics. As a sports technology company, Catapult delivers health, performance, video, and AI insights from the locker room to competitive environments, enabling data‑driven decisions that sharpen performance and build lasting success. The Product Support Technician, based in the Maitland Office, serves as the customer’s first point of contact for resolving product issues for a global customer base, with some roster work including nights to ensure 24/7 support. The role demands a commitment to high‑quality customer experience, continuous self‑improvement, and excellence in a fast‑paced environment. Catapult’s workforce spans more than 20 countries, offering exposure to multiple nationalities and cultures, and fosters a growth mindset where employees are encouraged to communicate openly, innovate, and continuously improve. Employees enjoy the satisfaction of supporting some of the most successful teams and athletes on the planet, and the company welcomes applicants who may not meet every listed criterion, emphasizing a focus on bright talent that contributes to team culture and is excited about the work.
Responsibilities
- Provide technical support assistance to clients using our 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.
- Deliver remote product training.
- Ret
- for any list of duties/requirements/benefits. Use
for prose. We must preserve all substantive information; do not invent or summarize away detail. Let's extract details. About the role: Could include mission statement, description of company, role purpose. Let's craft a paragraph summarizing: Catapult builds sports performance technology, mission to unleash potential, works with 5000+ teams, provides health, performance, video, AI insights, etc. The role: Product Support Technician based in Maitland Office, first point of contact, resolve product issues globally, some roster work including nights for 24/7 support, etc. We need to ensure we don't lose any specifics: mention "Based from our Maitland Office", "customer’s first point of contact to resolve product issues for customers all around the globe", "some roster work including nights to ensure 24/7 support", "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". That's a lot; we can include as prose. Responsibilities: bullet list from "What You’ll Do". Let's extract each sentence: - Provide technical support assistance to clients using our 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. - Deliver remote product training. - Retain ownership of problems through to resolution to ensure a high level of user satisfaction. - Knowing when to escalate problems to the next level of support. - Record details of all incoming support requests in line with company procedures ensuring accurate information is obtained. - Create support content for the online help center. - Help validate new software features, including getting hands-on with the technology out in the field. - Help validate and update support processes. - Work collaboratively with other members of the global support team and engineering department. - Effectively prioritize the incoming queue. - Utilize Remote Software to access both customer and internal hardware. We need to keep each as
- .
Requirements/Qualifications/Skills: "What You’ll Need" list:
- Experience using Coaching Video solutions such as Thunder, Focus, Vision, and/or MatchTracker is preferred
- 1-2 years of technical support experience is preferred
- Willingness to go above and beyond for the customer is required
- Associate degree in Computer Science, IT, sports science or equivalent experience in a related field is preferred
- Written and verbal communication skills required.
- Prior troubleshooting experience with PC or Mac based systems
- Experience with support ticketing platforms; Salesforce and Zendesk is preferred
- Ability to work extended hours and on weekends is required
- Ability to thrive in a dynamic work environment and see tasks through to completion
- Great understanding of a range of sports. Including the challenges that athletes and coaches face.
We could separate into Requirements (experience, education) and Skills (communication, troubleshooting, ticketing, etc.) but we can combine into one section "Requirements" with bullet list.
But we also have "WHY CATAPULT?" which is more about company culture; could be part of About the role.
Benefits: "In addition to this compensation, Catapult also offers generous paid leave and recognized company holidays, and the opportunity to participate in our comprehensive benefits package, including Health, Dental, and Vision insurance, and 401(k) retirement plan with company match."
Pay: "The target Total Compensation range for this position is $29,484 to $58,968 per year. This range is inclusive of base salary and a target incentive plan (which may include equity, commission, or other bonus structures). Your specific compensation within this range will be determined by factors such as your geographic location, relevant experience, and job-related skills."
Schedule: "This role will have some roster work including nights to ensure 24/7 support to our global customer base." and "Ability to work extended hours and on weekends is required". So schedule info.
We need to ensure we don't create sections with filler like "not specified". All sections have content.
We need to output only HTML fragment.
Let's structure:
About the role
... paragraph ...
Responsibilities
- ... ...
Requirements
- ... ...
Benefits
- Generous paid leave and recognized company holidays
- Comprehensive benefits package including Health, Dental, and Vision insurance
- 401(k) retirement plan with company match
Pay
Target total compensation range: $29,484 to $58,968 per year, inclusive of base salary and target incentive plan (which may include equity, commission, or other bonus structures). Specific compensation determined by geographic location, relevant experience, and job-related skills.
Schedule
Some roster work including nights to ensure 24/7 support; ability to work extended hours and on weekends required.
We need to ensure we didn't miss any substantive info: The "WHY CATAPULT?" paragraph about amazing people, open communication, etc. Should we include that? It's substantive. Could be part of About the role. Let's incorporate into About the role paragraph. Also mention "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." That's substantive. Also "We provide the information they need to optimize athletes’ health, game-day readiness, and performance, as well as in-game tactics." etc. Also "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." Also "We believe that our customers deserve the best platform and we pride ourselves in the service we deliver." etc. Also "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." Also "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." Also "Whether you’re interested in sports or not, you’ll have the satisfaction of knowing your work is supporting some of the most successful teams and athletes on the planet!" Also "Research shows that while men apply for jobs when they meet an average of 60% of the criteria, women and other marginalized groups tend to only apply when they check every box. So if you think you have what it takes, but don't meet every single point in our job ad, please still get in touch! We would love to have a chat and see if you could be a great addition to our team." Also "We are building the future of sports performance, our priority is to find the brightest talent that can add to our team culture, those who actively contribute and who are excited about what they do." All that is substantive. We need to preserve all. So About the role paragraph should be long but include all those points. We must not repeat job title. Not include "Job ID". Not include application instructions. We must not include boilerplate like EEO etc. Not present. Now craft HTML. Be careful to escape any special characters? Not needed. Let's write. We'll produce:About the role
Catapult builds sports performance technology with a mission to unleash the potential of every athlete and team on earth. Since 2006, its solutions have led the way in sports performance software, science, and data, working with over 5,000+ teams worldwide — including premier organizations in the NFL, NBA, NHL, MLS, EPL, AFL, NRL, NCAA and more — to empower coaches, managers, and trainers with the information needed to optimize athletes’ health, game‑day readiness, performance, and in‑game tactics. As a sports technology company, Catapult delivers health, performance, video, and AI insights from the locker room to competitive environments, enabling data‑driven decisions that sharpen performance and build lasting success. The Product Support Technician, based in the Maitland Office, serves as the customer’s first point of contact for resolving product issues for a global customer base, with some roster work including nights to ensure 24/7 support. The role demands a commitment to high‑quality customer experience, continuous self‑improvement, and excellence in a fast‑paced environment. Catapult’s workforce spans more than 20 countries, offering exposure to multiple nationalities and cultures, and fosters a growth mindset where employees are encouraged to communicate openly, innovate, and continuously improve. Employees enjoy the satisfaction of supporting some of the most successful teams and athletes on the planet, and the company welcomes applicants who may not meet every listed criterion, emphasizing a focus on bright talent that contributes to team culture and is excited about the work.
Responsibilities
- Provide technical support assistance to clients using our 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.
- Deliver remote product training.
- Ret