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:…