Technical Support Engineer - Remote

Teamworks, the Operating System for Sports™, powers more than 6,500 sports organizations worldwide, including collegiate athletic departments and teams across all major professional leagues. With 400 exceptional employees located in ten different countries, Teamworks’ software solutions drive the operations of the most recognizable sports properties in the world.

We are looking for a Technical Support Engineer to join our team and play a key role in solving complex technical challenges. As a member of our technical support team, you will provide timely and effective solutions to customers, ensuring the seamless operation of our software suite. 

This is an exciting opportunity for individuals passionate about sports tech to contribute to the growth of the fastest-scaling company in the industry.

Responsibilities:

• Develop in-depth knowledge of Teamworks’ technical suite, including Operations, Compliance, Performance, Athlete Development, NIL & Branding, and Recruiting.

• Get a deep understanding of how the Compliance and Hub products work. Use this expertise to diagnose production bugs, compile log steps for the engineering team, or resolve the issues yourself.

• Respond to customer inquiries regarding technical problems, diagnosing and solving complex issues related to our SaaS platform.

• Manage a case queue, prioritizing support tickets based on severity, customer impact, and urgency.

• Perform data scrubs, uploads, bulk edits, and technical requests such as account configurations, system updates, and form conversions.

• Collaborate closely with the development and product teams, providing feedback and helping refine tools for internal and external customers.

• Build new tools and utilities for support or customers to streamline processes and require less intervention.

• Coordinate and escalate issues to ensure timely resolution for business-critical challenges.

• Maintain strict adherence to data security protocols while handling sensitive customer information.

• Guide users through troubleshooting steps while explaining technical concepts in clear, user-friendly terms.

• Support continuous improvement efforts by identifying recurring issues and providing insights for product enhancement.

Required Qualifications

• 2+ years of experience in technical support for a SaaS product.

• Proficiency in Java, Postgres, and Python, with a passion for programming and learning new skills.

• Strong problem-solving mindset, enjoying logic challenges and puzzles.

• Ability to troubleshoot software and technical issues.

• Familiarity with ticketing systems such as Zendesk, JIRA, or similar platforms.

• Ability and willingness to work in shifts, including mornings, nights, and weekends.

• Excellent verbal and written communication skills.

• Bachelor’s degree in a related field (Computer Science, Information Systems, etc.).

Preferred Qualifications:

• Experience in the athletics industry.

• Experience using a Teamworks product (Operations, Compliance, NIL & Branding, Performance, Athlete Development). 

• Knowledge of API integrations and cloud-based technologies.

Desired Traits:

• Able to analyze and solve problems with urgency and to completion.

• Friendly and responsive to others’ needs and concerns; relationship-focused with a “how can I help you” attitude.

• Able to work accurately within established guidelines; relishes handling multiple details quickly, correctly, and efficiently.

• Excellent verbal and written communication skills.

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