Product Support Specialist (Tier 2) - TrackMan

Product Support Specialist (Tier 2)
Do you have a passion for customer experience? Do you thrive by using technical disciplines and skillsets to resolve complex issues? Then, we can offer you an exciting opportunity.

At Trackman we are growing, as we are constantly striving to further develop our market-leading sport tracking solutions. Therefore, we are looking for an experienced and highly motivated product specialist.

As a tier 2 product specialist & customer success specialist, you will be providing an exceptional customer experience, interfacing with multiple internal and external teams, and using technical disciplines and skillsets to resolve complex issues. You will provide technical support to both end users and internal personnel in a laptop, desktop, server, and infrastructure environment. Strong analytical, planning, organizing and problem-solving skills are needed to be successful in this position.

Responsibilities include but are not limited to:

• Provide assistance, advice, problem solving, and technical information to customers regarding the use of TrackMan applications
• Organize and prioritize assigned tasks to meet established schedules, timeliness, and/or deadlines
• Quickly identify problem areas or situations, evaluate problem causes and take appropriate action to resolve problems identified
• Monitor all Trackman Range sites and proactively communicate internally and externally when a site goes offline or is not tracking
• Create knowledge base content to be shared with T1 support
• Prepare and provide routine reports
• Log and explore technical support questions and problems to identify trends and opportunities for platform enhancements
• Provide support to clients both deskside and remotely
• Correct faults and provide resolution of complex problem tickets
• Perform network analysis and capacity planning
• Assist in the creation of processes and procedures for client network operations
• Contribute to the planning and implementation of multiple projects
• Possible light travel or on-site testing in the local area
• Other non-support job duties will be given based on experience and qualification
• Test Trackman and Trackman related software(s) then provide quality feedback to the QA department
• Troubleshooting, project management, initiative and professionalism are of utmost importance
• Resolve complex issues requiring detailed systems and applications knowledge that has been escalated from Tier 1
• Train and educate Tier 1 personnel on proper use of Trackman hardware and software
• Maintain system capabilities by testing existing equipment and programs
• Test new systems and software

Requirements
Your ability to build and maintain positive relationships inside TrackMan and with our customer base is crucial for the role. You will work with a variety of departments and customers to provide an elevated level of support

• Experience in operations/customer service preferably from a demanding industry
• Customer-focused experience focused on satisfaction
• Excellent communication skillset, verbal and written
• High attention to detail and ability to provide consistent quality
• Experience with technical support and troubleshooting methodology
• Strong computer skills and knowledge of Windows operating systems up to Windows 11 + understanding of network switches, routers, and firewalls
• Knowledge of radar and video technology is a strong advantage

The Office
We are located in our state-of-art HQ in Hørsholm, at DTU Science Park. We take great pride of the building we designed! The office features bright meeting rooms, coffee areas to catch up with colleagues, a large testing arena with simulators available for employees and a fitness centre, everything surrounded by a beautiful forest and respecting the environment. We made sure to utilize the newest technologies to be energy efficient and be mindful of ventilation and sound propagation.

The cherry on top is our canteen: with indoor and outdoor area to enjoy the fresh food prepared by our own kitchen staff.

Join the home of a powerful sports brand and a one-of-a-kind technology
Our proprietary technology is based on expert knowledge about radar, computer vision, data, and software engineering. Our solutions are developed by specialists who endlessly explore and challenge new technical boundaries. Trackman’s blend of cutting-edge technology, sports, and continued growth make our company an outstanding place to work. Our work culture is entrepreneurial, ambitious, and rewarding as you get to collaborate with inspiring colleagues and interact with the leaders of golf, baseball, and football. Based on a unique brand reputation, we are proud of working in close partnership with the top athletes, organizations, and teams that rely on our technology to stay ahead of the race.
We are a Danish company founded, owned, and managed since 2003 by three entrepreneurs with a strong passion for sports. Today, we have a global footprint with our headquarter located in Denmark and offices in New York, Phoenix, Poland, Tokyo and Seoul. We employ over 700 people worldwide, half of which work in Denmark, where most hardware and software products are developed, tested and manufactured.

Where innovation happens
At Trackman, we know that great people make great products. We believe that teams thrive and innovation sparks in an atmosphere where people are encouraged to think for themselves, where everybody’s voices are heard, and where the best ideas prevail in the pursuit of the exceptional solution. This mix is what makes Trackman an inspiring company – for our customers and our colleagues.