Technical Product Operational Specialist I

Job Description

Tier 1 Technical Support Specialist - Carlsbad, CA

Indoor Golf Simulator Systems — Sim-in-a-Box & Play10

Role Purpose

The Tier 1 Technical Support Specialist is the senior technical resource for indoor golf simulator environments. This role resolves the AV, hardware, and configuration issues our entry level agents cannot close, identifies which component in a simulator environment has failed, and drives the replacement or repair through to delivery in NetSuite.

This is a working support seat, not a standby escalation seat. The specialist carries phones and the ticket queue alongside our entry level support agents during normal volume and steps up as the escalation point for projector geometry, signal paths, audio, launch monitor behavior, PC configuration, and physical component failure. Because this role sees field failures first, it also feeds recurring issues back to Product and Supply Chain. All work is delivered in line with Revelyst’s Radical Hospitality philosophy and FAST service principles.

Position Snapshot

• Tier: Tier 1 — escalation point for Technical Product Support (entry level position); escalates to Engineering or vendor as Tier 1
• Systems: Sim-in-a-Box packages, Play10 systems, and custom indoor golf installations
• Channels: Phone, email, ticket queue, remote session, and live call-through with installers and customers
• Tools: Zendesk, NetSuite (orders, RMAs), remote access, manufacturer utilities

Role Outcomes (Success Definition)

• Escalated AV and simulator issues are resolved correctly the first time, without unnecessary truck rolls or speculative part swaps
• The right part is identified and ordered, with warranty status and customer expectations set accurately
• Customers stay playing — downtime and service friction are minimized
• Tier 1 gets stronger over time through documented fixes and coaching
• Recurring field failures reach Product and Supply Chain with enough detail to act on

Core Responsibilities

1. Entry Level Product Support Agent Escalation — Simulator AV & Setup

• Take warm handoffs from the entry level Product Support Agent, own the case, and drive it to resolution or a defined next step
• Diagnose projector and display issues: resolution and refresh rate, aspect ratio (16:9, 16:10, 4:3) and image stretch, throw ratio and throw distance, short-throw vs. standard-throw lens selection, lens shift, keystone and geometry correction, and brightness for ambient conditions
• Trace signal paths: HDMI run lengths, HDBaseT and fiber extenders, splitters and switchers, EDID and HDCP handshake failures, and intermittent dropouts
• Resolve PC-side configuration: GPU output selection, Windows display arrangement and scaling, duplicate vs. extend, custom resolutions, and refresh rate
• Connect and troubleshoot audio from the simulator PC to soundbars, receivers, or powered speakers via HDMI, optical, USB, or analog, including Windows playback device selection
• Support launch monitor issues: placement and alignment, lighting and clearance requirements, calibration, firmware, connectivity, and simulator software pairing
• Guide customers and installers through corrective setup remotely using photos, video, screen shares, and measurements

2. Technical Product Support Agent (entry level) Queue & Phone Coverage

• Take inbound calls, emails, and tickets in the general queue and resolve at first contact where possible
• Handle standard TPSA work: order status, part identification, basic setup, warranty, and product guidance
• Document cases completely in the ticketing system and NetSuite — symptoms, steps taken, findings, parts ordered, resolution

3. Failure Diagnosis & Component Identification

• Know the full component set of Sim-in-a-Box and Play10 systems: enclosure and frame hardware, impact screen and tensioning, netting, turf and hitting mats, projector and mount, launch monitor, simulator PC, audio components, cabling, and power
• Isolate failures methodically — substitute, bypass, and test rather than swapping parts speculatively
• Distinguish component failure from configuration error, installation error, environmental cause (room dimensions, ceiling height, ambient light, power), and normal wear
• Determine warranty status and the correct outcome: replacement part, RMA, field service visit, or configuration fix
• Escalate to Engineering, Product, or the manufacturer with a clear, evidence-backed summary when a failure falls outside documented behavior

4. Replacement Parts & Order Processing (NetSuite)

• Enter replacement and warranty orders for Sim-in-a-Box and Play10 material — screens, netting, frame hardware, turf and mats, projectors, mounts, PCs, cabling, audio components, and service kits
• Select the correct part number and revision for the customer’s configuration, build date, and system size
• Process RMAs and vendor returns, including failure documentation and return logistics
• Verify stock and lead times, communicate realistic ship dates, and update the customer proactively when timing changes
• Track open orders to delivery and confirm the fix resolved the issue before closing the case

5. Technical Product Support Agent (entry level) Enablement & Field Feedback

• Document resolutions, diagnostic paths, and part-identification guidance in the internal knowledge base
• Coach TPSA in real time on AV fundamentals, component identification, and when to escalate
• Flag gaps and errors in customer-facing installation and setup documentation
• Report failure trends by component and configuration, and contribute to the replacement part catalog, service kits, and preventative maintenance bundles

Qualifications

Required

• 2+ years in technical support, help desk, AV support, or field service, including phone-based support
• Hands-on experience with projectors and display systems — setup, alignment, resolution and aspect ratio configuration, and troubleshooting
• Working knowledge of AV signal paths, cabling, and audio connectivity to a PC
• Comfortable in Windows: display settings, audio devices, drivers, network, and general system troubleshooting
• Proven ability to isolate a failure to a specific component through structured troubleshooting
• Experience entering orders, RMAs, or service transactions in an ERP system (NetSuite strongly preferred) and documenting cases in a ticketing/CRM system
• Strong communication — able to guide a non-technical customer through a physical and technical fix over the phone, and stay composed with escalated customers

Preferred

• Direct experience with golf simulators, launch monitors, or indoor golf installations
• Familiarity with simulator software
• Prior Tier 1 or escalation-tier experience, including mentoring entry level agents
• AV certification or equivalent formal training (CTS or similar)
• Hands-on installation experience with enclosures, screens, netting, or structural assembly

Pay Range:

The actual annual salary offered to a candidate will be based on variables including experience, geographic location, education, and skills/achievements, and will be mutually agreed upon at the time of offer.

We offer a highly competitive salary, comprehensive benefits including: medical and dental, vision, disability and life insurance, 401K, PTO, paid holidays, gear discounts and the ability to add value to an exciting mission!

Our Postings are not intended for distribution to or use in any jurisdiction, country or territory where such distribution or use would violate local law or would subject us to any regulations in another jurisdiction, country or territory. We reserve the right to limit our Postings in any jurisdiction, country or territory.

Equal Opportunity Employer Protected Veteran/Disabled