Rapsodo Inc. is a sports analytics company that uses computer vision and machine learning to help all athletes maximize their performance. Our proprietary technology applications range from helping PGA Tour golfers optimize their launch conditions to allowing MLB pitchers to increase the efficiency of their breaking balls. Current partners include all 30 MLB teams, MLB, USA Baseball, Golf Digest, PGA of America, and over 1000 NCAA athletic departments. We are looking for a technically skilled, customer-focused Stadium Support Technician to join our Rapsodo team! This role is focused on helping new customers successfully implement Rapsodo’s in-game Stadium technology and provide ongoing support throughout the season. The Stadium Support Technician will diagnose and troubleshoot issues remotely and when necessary, travel to customer locations to resolve issues and provide hands-on training. Additionally, this role will periodically support new product development and testing efforts to expand and enhance Stadium functionality. The ideal candidate will possess an aptitude for technical products which combine hardware and software. Candidates should also be highly organized, have strong attention to detail and the ability to effectively communicate with technical and non-technical audiences. Individuals in this role should operate with a customer-first mindset and leverage strong analytical and problem-solving skills. Duties & Responsibilities: • Assist in planning, organizing and scheduling technicians to install Stadium units at customer locations. When necessary, travel to customer sites to troubleshoot and/or provide training • Field support-related calls, chat, email, and/or other communication from Rapsodo Stadium customers Diagnose/troubleshoot and attempt to remotely resolve customer issues as they arise to maximize product up-time/availability. Travel to customer locations to resolve when necessary • Communicate/document customer issues and enhancement opportunities to Rapsodo product and engineering teams. Escalate issues to internal teams where necessary • Schedule training sessions to support new customer onboarding or enhance existing customer effectiveness as necessary • Contribute to collecting and analyzing data to guide ongoing customer satisfaction efforts • Assist in field testing product enhancements and new product features • Creation of documentation and informational content to enhance customer success • Stay current with system information, changes and updates • Give feedback to Engineering team for better customer documentation and onboarding • Organize and communicate pre-deployment testing Requirements: • Bachelor’s degree preferred. Associates degree with relevant technical experience will be considered. • 1-3 years relevant experience • Ability to travel frequently and at times, on short notice depending on seasonality (approx. 50% during peak season) • A quick-study on how technical products function • Self-motivated and ability to work independently • Excellent problem-solving skills • Patient, customer-centric mindset • Advanced written and verbal communication skills • Strong time-management skills and ability to adhere to schedules • Ability to modify work hours during baseball/softball playing season to accommodate customer time zones and game schedule • Proficiency in Microsoft Office Suite and all current MS operating systems • IT Experience, specifically in computer networking, router, switches, ethernet and wi-fi. • Experience with Jira/Confluence preferred • Experience with Salesforce CRM preferred • Passion and prior involvement with baseball and/or softball is a bonus