Support Specialist - Sport Science

Hudl is seeking a Support Specialist for Sport Science in Sydney, Australia. This role involves acting as the first point of contact for users, resolving general technical inquiries across human performance products, and taking ownership of complex cases related to athlete monitoring and performance analysis. The specialist will leverage the WIMU advanced monitoring ecosystem, applying sport science principles to guide customers, troubleshoot nuanced issues, and expand their knowledge of high-performance workflows. The global support team ensures customers effectively use Hudl products to enhance their game, advocating for evolving customer needs and collaborating with product teams.

Must Have

• Hold a higher education academic background in exercise, sports science, or related fields
• Strong understanding of applied sport science in high-performance analysis, particularly in physical conditioning and wearable technologies
• Ability to easily put yourself in someone else’s shoes to find them the best solution
• Eagerness to work directly with customers to help them achieve their goals
• Ability to relay solutions with a clear approach and a human touch, both through email and on the phone
• Show composure and resilience in a fast-paced, ever-changing environment, including working some weekends
• Ability to empathize with users and respond with creative solutions
• Act as an internal advocate for evolving customer needs while collaborating with product teams
• Understand Hudl's elite customer base and how they operate, applying that experience to ensure their success

Good to Have

• Previous customer support experience as a user’s first point of contact, answering calls and emails about products and features
• Product knowledge of Hudl offerings to help clients enhance their game
• Possessing CPSS, CSCS, or an equivalent certification

Perks & Benefits

• Flexible vacation time above any required statutory leave
• Company-wide holidays and timeout (meeting-free) days
• Remote work options
• Open, honest culture with autonomy and agency to try new ideas
• Resources and opportunities for professional development
• Well-designed office spaces or tech for remote work
• Medical and retirement benefits (depending on location)
• Employee Assistance Program and employee resource groups to support mental health

At Hudl, we build great teams. We hire the best of the best to ensure you’re working with people you can constantly learn from. You’re trusted to get your work done your way while testing the limits of what’s possible and what’s next. We work hard to provide a culture where everyone feels supported, and our employees feel it—their votes helped us become one of Newsweek's Top 100 Global Most Loved Workplaces.

We think of ourselves as the team behind the team, supporting the lifelong impact sports can have: the lessons in teamwork and dedication; the influence of inspiring coaches; and the opportunities to reach new heights. That’s why we help teams from all over the world see their game differently. Our products make it easier for coaches and athletes at any level to capture video, analyze data, share highlights and more.

Ready to join us?

Your Role

---------

As a Support Specialist for Sport Science, you’ll perform the core responsibilities of our global support team—acting as the first point of contact for users and resolving general technical inquiries across our human performance products. Alongside day-to-day calls and emails, you’ll take ownership of more complex cases related to athlete monitoring and performance analysis. You’ll leverage the WIMU advanced monitoring ecosystem, applying sport science principles to guide customers, troubleshoot nuanced issues, and expand their knowledge of high-performance workflows. Our global support team delivers game-changing support experiences, making sure customers know how to use Hudl in the best way possible to enhance their game. You’ll act as an internal advocate for evolving customer needs while teaming up with our product teams to surface customer insights.

This role requires days in the office every week, so we’re currently considering candidates who live within a commuting distance of our offices in Sydney, Australia.

Must-Haves

----------

• Academically qualified. You hold a higher education academic background in exercise, sports science, or related fields.
• A field expert. You have a strong understanding of applied sport science in high-performance analysis, particularly in physical conditioning and wearable technologies.
• A problem solver. You can easily put yourself in someone else’s shoes to find them the best solution.
• Eager. You want to work directly with our customers to help them achieve their goals.
• A confident communicator. You’re able to relay solutions with a clear approach and a human touch, both through email and on the phone. You’ll ensure issues with varying degrees of technical complexity are resolved or elevated.
• Flexible. You show composure and resilience in a fast-paced, ever-changing environment. Our customers sometimes need us during game days, which means working some weekends.
• A good listener. You have the ability to empathize with our users and respond with creative solutions.
• A team player. You’ll act as an internal advocate for evolving customer needs while collaborating with our product teams to surface customer insights.
• A track record. You understand our elite customer base and how they operate, and you’re able to apply that experience to ensure their success.

Nice-to-Haves

-------------

• Customer support experience. You’ve previously served as a user’s first point of contact, answering calls and emails about products and features—ranging from how-to questions to technical troubleshooting.
• Product knowledge. Our clients come to us to enhance their game—you’ll make sure they know how to use Hudl in the best way possible.
• Certifications. Possessing CPSS, CSCS, or an equivalent certification would be a strong plus.

Our Role

--------

• Champion work-life harmony. We’ll give you the flexibility you need in your work life (e.g., flexible vacation time above any required statutory leave, company-wide holidays and timeout (meeting-free) days, remote work options and more) so you can enjoy your personal life too.
• Guarantee autonomy. We have an open, honest culture and we trust our people from day one. Your team will support you, but you’ll own your work and have the agency to try new ideas.
• Encourage career growth. We’re lifelong learners who encourage professional development. We’ll give you tons of resources and opportunities to keep growing.
• Provide an environment to help you succeed. We've invested in our offices, designing incredible spaces with our employees in mind. But whether you’re at the office or working remotely, we’ll provide you the tech you need to do your best work.
• Support your wellbeing. Depending on location, we offer medical and retirement benefits for employees—but no matter where you’re located, we have resources like our Employee Assistance Program and employee resource groups to support your mental health.