Job Description
Job DescriptionBenefits:
- Dental insurance
- Employee discounts
- Health insurance
- Opportunity for advancement
- Paid time off
- Training & development
- Vision insurance
- Wellness resources
What is Batbox?
Batbox is a sports technology company reinventing how the world plays, experiences, and connects through baseball. By blending immersive gameplay, data-driven technology, and scalable business models, we are building a global ecosystem that makes baseball accessible, social, and unforgettable.
From our flagship venue in Addison, Texas, to a rapidly growing network of licensed installations across North America and beyond, our proprietary platform powers a unified player experience. Whether it’s through our real-time analytics or our world-class hospitality, we invite everyone to step up to the plate. Join us as we scale the future of sports entertainment.
Who We’re Looking For
Based in Dallas, Texas and reporting to the Client Support Manager, the Technical Client Support Specialist is the first point of contact when one of our licensed partners or venue operators needs technical help with their Batbox simulators. You’ll troubleshoot and resolve hardware and software issues across our Batbox simulators and supporting technology, including simulator equipment, computers, connected devices, system access, and software that powers the Batbox experience. You’ll support partners and venue operators across North America by phone, email, and chat, work through technical problems from start to finish, and clearly document and escalate issues when additional support is needed.
You’ll also help keep Batbox’s internal technology running smoothly by administering Google Workspace, setting up and removing users, managing groups and permissions, and keeping employee accounts and access secure and organized.
Because Batbox simulators operate inside live entertainment venues, technical issues can directly affect gameplay, guests, and venue operations. You’ll need to be comfortable troubleshooting both hardware and software, staying calm when something isn’t working, and explaining solutions clearly to people who may not have a technical background.
This is an onsite, non-exempt hourly position based in Dallas, Texas. You’ll participate in a rotating on-call schedule for urgent evening and weekend simulator support. Occasional domestic travel to Batbox partner venues may also be required when an issue cannot be resolved remotely.
Your commitment to our core values of 'Be a Good Human', 'Amp the Experience', 'Lead Together', and 'Level Up' and your dedication to our pillars of 'Craft Legendary Experiences', 'Powered by People', 'Build for the Future', and 'Beyond the Game' will contribute to a future that's innovative, scalable, and beyond the ordinary.
What You’ll Do
- Batbox Simulator & Client Support: Own technical support issues from start to finish for Batbox simulators across our network of licensed partners and venue operators. Troubleshoot hardware, software, connectivity, system access, and other issues by phone, email, and chat, and work closely with the Client Support team to prioritize and resolve problems quickly.
- Internal Technology Support: Be a go-to resource for Batbox team members when they need help with account access, email, permissions, devices, or everyday technology tools. Solve issues directly when you can and connect the right internal team when deeper support is needed.
- Venue & Simulator Training: Help train partners and venue teams on how to operate, maintain, and troubleshoot Batbox simulators so they feel confident running the experience day to day. Support both new partner and venue launches and existing locations that need additional training.
- Troubleshooting Guides & Knowledge Base: Turn what you learn from solving real technical issues into useful support resources. Document common problems, root causes, troubleshooting steps, and solutions so both clients and internal teams can resolve issues faster in the future.
- IT Systems & User Administration: Keep Batbox’s internal systems organized and secure by managing user accounts, permissions, licenses, access, security settings, and shared resources across our technology platforms.
Who You Are
- 3-5 years of experience in technical client support, help desk, IT support, or a related hands-on technical role
- Demonstrated ability to troubleshoot hardware and software issues independently and systematically, including diagnosing whether unexpected behavior originates at the hardware or software level
- You bring genuine technical depth, approach problems systematically, think on your feet, and communicate solutions clearly and patiently to clients who may not have a technical background.
- Basic networking knowledge (Wi-Fi, routers, Ethernet) and general familiarity with displays, sensors, cameras, and projectors
- Strong written and verbal communication skills, with the ability to explain technical problems clearly to non-technical clients and colleagues
- Experience managing customer escalations and resolving issues end-to-end
- You’re resourceful and calm under pressure, and comfortable operating in a fast-moving environment where processes are still being built
- You take ownership of issues end-to-end and don’t consider a ticket closed until the issue is resolved
- You are passionate about documenting problems, root causes, troubleshooting steps, and resolutions with clarity and detail, creating a knowledge base that helps the entire team diagnose recurring issues faster, reduce downtime, and deliver a better client experience over time
- Valid driver’s license required; ability to travel domestically on occasion for onsite support
- Nice to have: Experience with a helpdesk/ticketing platform, prior AV or experiential-entertainment technical support, and familiarity with additional SaaS admin consoles
- Nice to have: Hands-on Google Workspace administration experience, including the user lifecycle (adding, suspending, and removing users), groups and organizational units, license management, shared drive and permission management, and security settings such as 2-Step Verification
What We Offer
- Health, dental and vision options
- Company paid short-term disability, long-term disability and Life/ AD&D
- Paid PTO and paid company holidays