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
Supporting end-to-end USB workflows such as device provisioning, firmware updates, secure data extraction, and troubleshooting physical connection faults (cables, ports, hubs, docking stations)
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

Requirements

1–3 years' experience in a fast-paced IT application support, technical support, or junior development environment
Foundational knowledge of C# (or similar object-oriented languages) and Angular
Comfortable working with SQL databases such as MySQL
Enjoy applying critical thinking and structured problem-solving to technical challenges
Solid understanding of defect and incident management within the Software Development Lifecycle
Confident troubleshooting across both Windows and macOS environments
Communicates clearly and can document complex customer issues with strong attention to detail
Take full ownership of customer problems and see them through to resolution
Enjoy collaborating across engineering, product, and customer-facing teams
Nice to have (but not essential): Practical experience working with the ITIL framework, particularly incident and problem management
Familiarity with support and ticketing tools such as Zendesk, Jira Service Management, or similar

Benefits

A customer- and product-focused support role where your work directly supports tools used in elite sport
The opportunity to develop deep technical knowledge across software, hardware, and networking
Exposure to real-world engineering challenges and close collaboration with product and development teams
A culture that values ownership, learning, quality, and continuous improvement
The chance to support athletes and teams performing at the very top of their game

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

C#AngularSQLMySQLUSB troubleshootingnetwork diagnosticsdata transmissionfirmware updatesincident managementdefect management

Soft Skills

critical thinkingstructured problem-solvingattention to detailownershipcollaborationcommunication