GeniusIQ Technical Support Analyst

THE ROLE:

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. 

This role sits at the center of live GeniusIQ operations, where fast, confident decisions directly impact live sports delivery. As a GeniusIQ Technical Support Analyst, you will take ownership of critical incidents in real time, make informed decisions under pressure, and work hands-on with production systems where every second counts.

WHAT YOU'LL DO:

• Own and resolve escalated second-line incidents in live environments, making real-time decisions to protect service continuity.
• Troubleshoot complex hardware, software, networking, and application issues across multiple platforms under time pressure.
• Perform root cause analysis on live and post-incident issues, identifying recurring problems and driving permanent fixes with engineering teams.
• Support business-critical, real-time systems, ensuring high availability and rapid recovery within SLA commitments.
• Monitor system performance, proactively assess risk, and decide when to escalate to third-line teams or vendors while retaining end-to-end ownership.
• Maintain and improve technical documentation, runbooks, and standard operating procedures based on live incident learnings.
• Mentor junior analysts and collaborate with IT teams, developers, and external partners during high-impact incidents.

WHAT YOU'LL BRING:

• At least 2 years of experience in a second-line technical support role supporting live or production systems.
• Strong hands-on expertise across Windows Server, Google Workspace, Active Directory, T-SQL (including Snowflake navigation), and API investigation using Postman, HTTP requests, and JSON/XML.
• Solid understanding of networking fundamentals including TCP/IP, DNS, DHCP, VPNs, and firewalls.
• Experience working with cloud platforms such as AWS or Azure and operational tooling like Jupyter Runbooks.
• Proven experience operating real-time systems under strict Service Level Agreements.
• Confidence making technical decisions independently and communicating clearly with stakeholders during live incidents.
• Excellent written and verbal communication skills in English.

IT WILL BE A BONUS IF YOU HAVE:

• Experience using monitoring and DevOps tools such as Grafana, Ansible, Docker, or Prometheus in live environments.
• Relevant certifications such as ITIL Foundation, Cisco, or CompTIA.
• Calm, decisive, and accountable under pressure, with a mindset focused on rapid resolution and continuous improvement.

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.