GeniusIQ Technical Support Analyst

THE ROLE:

Perform (i.e. SportsTech facing roles in Product, Tech, Commercial & Ops): This role is part of Genius' team that helps sports leagues and teams boost performance on and off the field using cutting-edge tech, analytics, and visual insights. 

As a GeniusIQ Technical Support Analyst, you’ll be the go-to for complex, escalated incidents and service requests. Day to day, you’ll troubleshoot across hardware, software, networks, and applications; perform root cause analysis and keep business-critical systems running with minimal downtime. You’ll own issues end-to-end coordinating with engineering, third-line, and vendors while maintaining clear documentation. You’ll also monitor system performance, mentor junior analysts, and communicate clearly with end users and stakeholders.

WHAT YOU’LL BRING

• Second-Line Support Expertise: 2+ years handling escalations under SLAs, resolving complex issues across multiple platforms.
• Systems and Tools: Proficiency with Google Workspace, Windows Server and Active Directory; Snowflake/T-SQL navigation; API investigation using Postman, HTTP requests, and JSON/XML.
• Networking Foundations: Solid grasp of TCP/IP, DNS, DHCP, VPN, and firewalls, with a habit of proactive monitoring and issue prevention.
• Cloud and DevOps: Experience with Azure or AWS and familiarity with operational tooling such as Jupyter runbooks, Grafana, Ansible, Docker, or Prometheus.
• ITIL and Documentation: Practical experience in incident, problem, and change management, ability to maintain clear SOPs and knowledge base articles.
• Communication and Service: C1 English and strong interpersonal skills to collaborate with IT teams, developers, vendors, and business users.
• Ownership and Mentorship: Highly organized, decisive, and calm under pressure; able to prioritize, improve procedures, and support junior analysts.

IT WILL BE A BONUS IF YOU KNOW

• Certifications in ITIL Foundation, Cisco, or CompTIA.
• Experience with Zendesk or similar enterprise service tools (Jira Service Management, Freshdesk).
• Basic Python or PowerShell to streamline diagnostics and routine tasks.

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.

One team, being brave, driving change

Let us know when you apply if you need any assistance during the recruiting process due to a disability.