Product Support Specialist (Diamond Sports & Golf)

Company Overview

With its headquarters in Singapore and strategically placed offices across the United States, Turkey, Japan, and Malaysia, Rapsodo represents more than just sports technology and data analytics. It stands as the clear front-runner in providing affordable, professional-grade technology for athletes aiming to enhance their performance. 

The company currently collaborates with partners such as The PGA of America, Golf Digest, Troon, various Major League Baseball teams, USA Baseball, and over 1,000 NCAA athletic departments. 

Become a part of Team Rapsodo as we challenge limits and unveil endless potential, one data point and one heartwarming success story at a time. Powered by Athletes who get it, and Engineers who can do it. 

Role Purpose

Rapsodo is seeking a driven, detail-oriented Product Support Specialist (Diamond Sports & Golf) to support our North America customers across our Diamond Sports and Golf product lines. Based in St. Louis, MO, where you will serve as the front line for U.S. and Canadian coaches, athletes, and everyday users—delivering responsive, thoughtful, and high-quality support that reflects our commitment to excellence.

This is not a transactional support role. We are looking for someone who is curious, self-driven, and technically inclined—someone who can think critically, troubleshoot effectively, and take full ownership of problems through to resolution. You should be comfortable working independently, navigating ambiguity, and operating with urgency and care.

This in-person role spans both team-based and consumer audiences, requiring a balance of empathy, technical troubleshooting, proactive communication, and operational rigor.

Key Responsibilities

• Serve as the primary point of contact for customer support across Diamond Sports and Golf products
• Respond to and manage inbound support cases across email, phone, chat, and ticketing systems
• Troubleshoot hardware, software, and connectivity issues across Rapsodo products
• Own customer issues end-to-end, including problem definition, resolution, and high-quality escalation when required
• Prioritize, manage, and close tickets within defined service levels using platforms such as Salesforce and Zendesk
• Collaborate cross-functionally with Engineering, Product, and Sales to resolve issues efficiently
• Route sales-related inquiries to the appropriate account managers where relevant
• Identify recurring issues and contribute to reducing support volume through documentation, feedback loops, and process improvements
• Contribute to internal knowledge bases and continuously improve support workflows
• Working hours are 11:00 a.m. – 8:00 p.m. CT Tuesday-Saturday