Baseball Operations and Support - Tier 2

  • Operations
  • Scottsdale, United States

Baseball Operations and Support - Tier 2

Job description

Would you like to play a key role on supporting TrackMan's Baseball Operations Team and our customers? Are you ambitious, self-driven and willing to go the extra mile? Then you should join our successful TrackMan Baseball Operations team!


TrackMan A/S is a fast-growing sports technology company that develops, manufactures and sells 3D ball flight measurement systems for a variety of sports. Originally developed for golf, TrackMan now enjoys a market leader position in several sports disciplines such as baseball in measuring and delivering real-time sports motion data.


As a Tier 2 technical support agent, you will be providing an exceptional customer experience, interfacing with multiple internal and external teams, and using technical disciplines and skill sets to resolve complex issues.  This position is based in Phoenix, AZ.


Your key responsibilities include (but are not limited to):

  • Communicate with internal and external customers on root cause analysis and issue identification
  • Identification and troubleshooting of production related incidents and problems.  This includes detection of system, application, or performance degradation or unavailability. 
  • Perform remote troubleshooting of complex issues with vendors, customers and on-site staff
  • Provide a positive and respectful customer experience during interactions
  • Perform incident management and problem resolution tracking for Trackman Baseball systems
  • Escalate outage and other production interruptions to appropriate individuals/groups.
  • Document and accurately describe observed concerns and resolution methods to resolve issues.
  • Create and manage documentation to assist Tier 1 support personnel with preferred resolution steps
  • Ensure a high level of accuracy and attention to detail while documenting repair steps
  • Ensure that all communications are handled or forwarded internally in a timely manner
  • Enter all calls into ticketing system and track progress on all issues to ensure timely response and resolution


Your ability to troubleshoot and investigate complex systems will be a critical component to the success of this role.  build and maintain positive relationships is crucial for the role. You will work with a variety of customer baseball operations staff to provide remote support in the initial phases of trouble shooting. The ideal candidate possesses the following qualities:


  • Bachelor’s Degree or 3+ years work experience in technical field or discipline
  • Network infrastructure and configuration basics
  • Experience in technical/customer support
  • Knowledge of baseball is an advantage
  • Customer focused experience
  • Excellent communication skill set
  • High attention to detail and ability to provide consistent quality
  • Hard worker who delivers on commitments
  • Experience with technology support and troubleshooting methodology
  • Ticketing system knowledge and support workflows
  • Advanced computer skills, Windows 10 or server configuration and deployment, Microsoft Office
  • Ability to write software or scripting is a plus

We offer:

  • A competitive compensation and benefits package.
  • The chance to work with a dynamic and global team.
  • The opportunity to make a major impact in a company on the leading edge of technology, data, and sports.

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 (Vedbaek) and offices in New York, Phoenix, Poland and Tokyo. We are more than two hundred and fifty 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.


Share our Passion!

For additional information about the position, please contact HR Manager Lene E. Olesen at 1-480-757-7650 Ext. 295. Applications are continuously assessed, so please send your application as soon as possible. If you got what is takes, apply today and join a company with great technologies, passionate colleagues, and great opportunities to grow.