TECHNICAL SOFTWARE SPECIALIST

Brunswick Bowling Products is a global technology provider to bowling centers, family entertainment centers, bars, and other hospitality venues.  We design and build powerful systems – including point of sale, automated scoring, cloud-based marketing systems, and mobile apps.  Our systems are used in more than 60 countries worldwide. 

Brunswick provides support services to centers for center operations and marketing using the Sync system.  The Technical Software Specialist will support the Sync product line through best-in class product documentation as well as support clients and sales through technical acumen. 

As a Technical Software Specialist, you will play a crucial role in as the technical bridge between our product, sales, and strategic customers. You will collaborate with cross-functional teams, including engineering and sales to ensure the product's success in meeting market needs and achieving business goals. You will leverage your technical expertise to support pre-sales initiatives, provide insights to key stakeholders, and ensure comprehensive and accessible documentation for our software solutions.

This position is ideal for someone passionate about technology, software networking, and delivering exceptional customer and product support.

Key Responsibilities

• Develop, maintain, and update product documentation, including release notes, user guides, and technical manuals for the Sync product line.
• Collaborate with cross-functional teams to ensure accurate, user-friendly documentation that aligns with product updates and releases.
• Partner with the sales team to provide technical expertise during pre-sales discussions and demonstrations.
• Support strategic customers by addressing technical questions, assisting with deployment, and ensuring successful adoption of solutions.
• Consult and resolve complex technical challenges for strategic customers and distributors.
• Champion best practices through quarterly check-ins with centers, webinars, boot camps, and other means of communication with end users. 
• Support sales and distributor groups with staff education/training as well as presentations for key customers
• Provide input on enhancements and product improvements to enhance the product and increase market share

Minimum Position Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).
• 3 years in a technical role within software, networking, or a related industry.
• Previous experience in technical documentation, sales engineering, or a customer-facing technical role is highly desirable.
• Strong understanding of software systems, networking concepts, and system integrations.
• Excellent written and verbal communication skills
• Strong organization skills
• Must be self-motivated, an outstanding communicator with the ability to listen to customers and set/achieve both strategic and tactical goals that will grow our business and share
• Great organizational skills and ability to manage multiple tasks
• Preference for working in a collaborative, cross-team, cross-cultural capacity.
• Proficient with Microsoft Office applications - Excel, Word & PowerPoint.
• Proficient in web-based conferencing tools (Zoom, MS Teams)

% of Time Spent

Primary Duties & Responsibilities

50%

Assume primary responsibility for creating and curation of technical documentation for feature support of the Sync product line.  Content creation includes written documentation, webinars, short form video, and Help Center articles. Collaborates with internal teams to validate and confirm documentation meets products specifications and customer requirements. 

20%

Support Sales (domestic & international) as the go-to technical resource for the product team, supporting software-related inquiries, technical specifications, and  integrations.

15%

Support strategic customers and distributors, acting as a consultant for technical inquiries and standards.  Support exception requests and integration inquiries as needed to support the product line. 

10%

Assist Director of Software in defining product vision, strategy, and roadmap for Sync, Brunswick Cloud, and customer-facing mobile apps. Collaborate with the engineering and UX/UI design teams to feed product requirements into detailed specifications, features, or user stories. Maintain general trends within the entertainment industry and feed that information back into improvements for Brunswick.

Skills Required

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Experience

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Education Level

Bachelor’s degree or higher OR 3 years professional work experience