Technical Support Engineer Job at STATSports

Technical Support Engineer

STATSports

Location:
Australia

Category:
IT - Software Development

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

We’re looking for a Technical Support Engineer to join our growing Technical Support team and help deliver a world-class support experience for our clients at the National Rugby League (NRL). This is a highly hands-on, customer-facing role where you’ll act as a key technical point of contact, resolving complex software, hardware, and connectivity issues and ensuring our customers receive a seamless, first-contact resolution experience wherever possible. You’ll work closely with Engineering, Product, Customer Success, and Account Management teams in a Continuous Improvement (CI) environment, actively contributing to Root Cause Problem Solving (RCPS) and helping shape more robust, reliable products used at the very top of sport.

Job Responsibility:

Acting as the primary technical point of contact for software-related queries, resolving complex full-stack and mobile application issues from initial investigation through to resolution
Diagnosing and resolving issues with USB-connected hardware, including device detection failures, driver conflicts, power delivery issues, firmware compatibility, and data transfer errors across Windows and macOS
Supporting end-to-end USB workflows such as device provisioning, firmware updates, secure data extraction, and troubleshooting physical connection faults (cables, ports, hubs, docking stations)
Providing support for network-connected devices, including configuration, connectivity troubleshooting, IP/DHCP issues, firewall restrictions, and Wi-Fi/Ethernet performance problems
Diagnosing data transmission and synchronisation issues between devices and cloud or on-prem systems, using logs, packet-level reasoning, and network diagnostic tools
Becoming a product champion, developing deep expertise in our product suite and identifying opportunities to improve reliability, usability, and customer experience
Assisting with release management, including preparation, documentation, and deployment of software updates and patches to our global customer base
Contributing to the evolution of Technical Support processes, participating in RCPS sessions to prevent recurring issues and improving long-term product quality
Partnering with Account Managers and Customer Success teams to deliver a premium, end-to-end support journey for all customers

Requirements:

1–3 years’ experience in a fast-paced IT application support, technical support, or junior development environment
Foundational knowledge of C# (or similar object-oriented languages) and Angular
Comfortable working with SQL databases such as MySQL
Enjoy applying critical thinking and structured problem-solving to technical challenges
Solid understanding of defect and incident management within the Software Development Lifecycle
Confident troubleshooting across both Windows and macOS environments
Communicates clearly and can document complex customer issues with strong attention to detail
Take full ownership of customer problems and see them through to resolution
Enjoy collaborating across engineering, product, and customer-facing teams

Nice to have:

Practical experience working with the ITIL framework, particularly incident and problem management
Familiarity with support and ticketing tools such as Zendesk, Jira Service Management, or similar

What we offer:

A customer- and product-focused support role where your work directly supports tools used in elite sport
The opportunity to develop deep technical knowledge across software, hardware, and networking
Exposure to real-world engineering challenges and close collaboration with product and development teams
A culture that values ownership, learning, quality, and continuous improvement
The chance to support athletes and teams performing at the very top of their game