Sportstech Technical Support Analyst at Geniussports

By bringing together next-gen technology and the finest live data available, Genius Sports is enabling a new era of sports for fans worldwide, delivering experiences that are more immersive, interactive and personalised than ever before. Learn more at geniussports.com. About the role The SportsTech Technical Support Analysr is part of a highly skilled team providing advanced technical support to end users, data partners, and First Line Support teams. The role focuses on troubleshooting complex issues related to software, hardware, network connectivity, and API data feeds used by major sports leagues across the United States. Success in this role requires strong critical-thinking skills, deep technical expertise, and a customer-first mindset, along with the ability to document, train, and collaborate across teams. Main responsibilities • WHAT YOU’LL DO • Provide advanced technical support to internal and external end users and data partners for highly technical and sophisticated products. • Investigate and resolve complex issues escalated by First Line Support when no clear solution has been identified. • Review and troubleshoot data feed integration inquiries using internal tools, collaborating closely with engineering, product, and other relevant teams until resolution. • Guide data partners to ensure optimal connectivity and correct usage of API data feeds. • Deliver technical training and knowledge-sharing sessions to First Line Support teams to improve troubleshooting effectiveness. • Log, document, and summarize all inquiries and resolutions accurately within the ticketing system. • Adhere to defined technical KPIs and SLAs, ensuring timely resolution and proper escalation when required. • Escalate critical issues and work closely with development teams to drive fixes within agreed SLAs. • Create, maintain, and continuously improve process documentation and knowledge base content across relevant systems. • Collaborate with internal stakeholders on new features and bug fixes, including requirements gathering and pre- and post-deployment testing. • Provide on-site technical support for special events when required. WHAT YOU’LL BRING • 2+ years of experience in first or second line technical support, troubleshooting software, hardware, network, or API-related issues. • Strong knowledge of Windows OS, LAN/WAN connectivity, applications, and hardware. • Working knowledge of major U.S. sports, including (but not limited to) Football, Basketball, Ice Hockey, Soccer, Volleyball, and Baseball. • Advanced troubleshooting and critical-thinking skills, with the ability to identify root causes, workarounds, and permanent solutions. • Experience working with APIs, including integration support and issue analysis. • Excellent client-facing and communication skills, both written and verbal, in English. • Strong time management, organizational skills, and attention to detail in high-pressure environments. • Flexibility to work rotating shifts, including evenings, weekends, and holidays. • Energetic, collaborative, and team-oriented mindset with a strong customer service approach. • Basic experience with system monitoring and alerting tools. • Basic understanding of scripting, with PowerShell considered a strong plus. IT WILL BE A BONUS IF YOU HAVE • Experience with monitoring and logging tools such as Graphite and Graylog. • Hands-on experience with ticketing systems like ServiceNow or Freshdesk. • Exposure to Atlassian tools (e.g., Jira, Confluence). • Understanding of data structures, data design, and system functionality. • A BS degree in Information Technology, Computer Science, or a related field (or equivalent experience). What’s in it for you? As well as a competitive salary and annual leave allowance, our benefits include health insurance, skills training and much more, depending on the location. We also offer a host of softer benefits, including many social events throughout the year such as summer and winter holiday parties, monthly team building events, sports tournaments, charity days and wellbeing activities. We enjoy an ‘office-first’ culture and maximize opportunities to collaborate, connect and learn together. Our hybrid working models differ depending on your role and location. As well as a competitive salary and range of benefits, we’re committed to supporting employee wellbeing and helping you grow your skills, experience and career. Learn more about how rewarding life at Genius can be at Reward | Genius Sports. One team, being brave, driving change  We strive to create an inclusive working environment, where everyone feels a sense of belonging and the ability to make a difference. Learn more about our values and culture at Culture | Genius. Let us know when you apply if you need any assistance during the recruiting process due to a disability.