Remote Work: Yes Overview: At Zebra, we are a community of innovators who come together to create new ways of working. United by curiosity and a culture of caring, we develop smart solutions that anticipate our customer’s and partner’s needs and solve their challenges. Being a part of Zebra Nation means you are seen, heard, valued, and respected. Drawing from our unique perspectives, we collaborate to deliver on our purpose. Here you are a part of a team pushing boundaries today to redefine the work of tomorrow for organizations, their employees, and those they serve. You'll have opportunities to learn and lead in a forward-thinking environment, defining your path to a fulfilling career while channeling your skills toward causes you care about – locally and globally. Come make an impact every day at Zebra. As a member of the Zebra Sports Team, the Technical Customer Support II will provide analytical, consultative and technical support for Zebra Sports Systems. The system uses wireless location technology to track the movement of athletes during practice and builds player tactical, schematic and performance metrics which benefits coaches, trainers, scouts and club management through a variety of software and data platforms. The Technical Customer Support II will provide technical support to clients and internal team members, by performing configuration, remote diagnosis, monitoring and support of software and hardware devices. They will also proactively bring new insights and initiatives forward to enhance the product for existing and potential new customers. This position may interact with Business Development and Product Management team members to provide technical assistance required for sales campaigns and product demonstrations. This is a remote position and candidate must reside in Eastern or Central time zones. Responsibilities: - Diagnosing, repairing, and resolving technical hardware/software issues via remote tools or direct, in-person assistance. - Technical understanding and ability to troubleshoot TCP/IP networks. - Communicates varied technical solutions to customers via multiple channels using effective communication, listening and comprehension skills. - Tracking and routing support requests using CRM/ticketing software, thoroughly documenting resolutions. - Fully documents customer interactions in real-time; may author content for review. - Identifying, prioritizing, and escalating complex or urgent technical issues to senior engineers or developers. - Solves problems in a timely manner using full understanding of the product functions and features and customer environment. - Maintaining deep knowledge of company products, staying current with updates, and providing feedback to product teams. - Demonstrates the ability to articulate technical issues in simple to understand terms to both management and customers. - Training users on new software or hardware, creating technical documentation, and assisting with installations. Collaborates with fellow technicians and supervisor to solve complex problems. Qualifications: Minimum Qualifications - High School or equivalent vocational qualification / experience (Associate Degree preferred) - 1+ years of experience within a customer focus position involving technical knowledge of a company's products and services - Deep understanding of American football, including the rules, gameplay flow, player positions, and in-game events within the NFL, with familiarity of NFL Next Gen Stats (NGS) data and metrics to effectively support, troubleshoot, and communicate issues related to the live game data and advanced player tracking systems - Ability to travel internationally - Must reside in Eastern or Central time zones Preferred Qualifications - Degree in Sports Science, Computer Science or technical degree is preferred - 2+ years of experience within a customer focus position involving technical knowledge of a company's products and services - Player Tracking Systems or related technology - GPS, RFID, video tracking, WIFI - Proficient computer system and application skills - understanding of IP networks - Proven professionalism working with high-profile clients in a fast-past environment - Excellent verbal and written communications skills specifically customer relations skills - Problem analysis and resolution skills; Excellent critical thinking and organizational skills Zebra is an equal opportunity/affirmative action employer committed to a diverse and inclusive workplace All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identify, national origin, disability and protected veteran status or any other basis prohibited by law. If you are an individual with a disability and need assistance in applying for a position, please contact us at workplace.accommodations@zebra.com. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Know Your Rights: https://www.eeoc.gov/sites/default/files/2022-10/EEOC_KnowYourRights_screen_reader_10_20.pdf Conozca sus Derechos: https://www.eeoc.gov/sites/default/files/2022-10/22-088_EEOC_KnowYourRightsSp_10_20.pdf We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation. Zebra is a federal contractor and is committed to an alcohol and drug free workplace. As a result, all U.S. based employees are subject to the Drug and Alcohol Free Workplace Policy and Procedure. Zebra Total Rewards includes more than just pay and is structured to meet the needs of our changing global business and evolving talent. We are committed to providing our employees with a benefits program that is comprehensive and competitive – including healthcare, wellness, inclusion networks, and continued learning and development offerings. We offer community service days, in addition to the traditional insurances, compensation, parental leave, employee assistance program and paid time off offerings depending on the country where you work. Salary: USD 54600.00 - USD 82000.00 Yearly Salary offered will vary depending on your location, job-related skills, knowledge, and experience. Additionally, all Zebra roles are eligible for cash incentive programs. For example, sales roles have additional opportunity to earn substantial variable compensation tied to quota achievement. In most other roles, the Zebra annual cash incentive program links Company and individual performance together. Some roles may also be eligible for long-term incentive equity awards. To protect candidates from falling victim to online fraudulent activity involving fake job postings and employment offers, please be aware our recruiters will always connect with you via @zebra.com email accounts. Applications are only accepted through our applicant tracking system and only accept personal identifying information through that system. Our Talent Acquisition team will not ask for you to provide personal identifying information via e-mail or outside of the system. If you are a victim of identity theft contact your local police department. Zebra Technologies leverages AI technology to evaluate job applications using objective, job-relevant criteria. This approach enhances efficiency and promotes fairness in the hiring process. However, every decision regarding interviews and hiring is made by our dedicated team, because we believe people make the best decisions about people. For more on how we use technology in hiring and how we process applicant data, see our Zebra Privacy Policy.