Support Specialist (Tier 3)

TL;DR

Support Specialist (Tier 3) (Match Analysis): Providing high-level technical support and troubleshooting for users in the APAC region and global customer base with an accent on match analysis and video analysis workflows. Focus on resolving complex technical inquiries, advocating for customer needs, and collaborating with product teams to improve the user experience.

Location: Must live within commuting distance of the Sydney, Australia office

Salary: $60,000 - $80,000 AUD

Company

hirify.global provides tools for coaches and athletes to capture video, analyze data, and share highlights to enhance game performance.

What you will do

• Provide technical support via calls and emails for APAC and global customers.
• Troubleshoot technical issues and answer how-to questions regarding product features.
• Act as an internal advocate for customer needs and surface insights to product teams.
• Ensure elite customer success through effective communication and problem-solving.

Requirements

• Must be based in or within commuting distance of Sydney, Australia.
• Proven track record of working with elite customer bases.
• Strong communication skills for relaying technical solutions via phone and email.
• Ability to work flexible hours, including some weekends during game days.
• Strong empathy and creative problem-solving skills.

Nice to have

• Previous experience in a customer support role involving technical troubleshooting.
• Expertise in high-performance analysis workflows.
• Familiarity with video analysis software such as hirify.global Sportscode.

Culture & Benefits

• Flexible vacation time and company-wide timeout (meeting-free) days.
• High level of autonomy and trust in ownership of work.
• Resources and opportunities for professional development and lifelong learning.
• Modern office spaces and necessary tech provided for both office and remote work.
• Medical and retirement benefits depending on location.