Streaming 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. 

We are looking for a Streaming Technical Support Analyst to become an essential part of our team, providing top-tier assistance for the Genius Sports Video Streaming Product. This role is pivotal in maintaining high-quality streaming services for our customers and partners worldwide.

WHAT YOU’LL DO

• Live Stream Support: Respond to and resolve live streaming issues escalated by customer support.
• Technical Troubleshooting: Analyze and troubleshoot streaming problems for live and no live content.
• Collaboration & Communication: Interact with global teams and departments; communicate effectively with clients and third-party providers using Skype and other internal tools.
• Monitoring & Reporting: Perform setup, checks, and continuous monitoring of live events; contribute to daily reporting processes.

WHAT YOU'LL BRING

• Strong analytical mindset with the ability to investigate, troubleshoot, and resolve product-related issues in a fast-paced environment.
• Proven ability to manage multiple priorities, balancing urgency and impact effectively.
• Hands-on experience with SQL, Python, and tools such as JIRA, Confluence, Zendesk, Postman (API calls), and Grafana.
• Professional fluency in English, with the ability to communicate clearly across global teams.
• Technical background through formal education or equivalent practical experience.
• Experience in technical support, service, or customer-facing technical roles.
• Detail-oriented problem solver with a proactive and ownership-driven approach.

IT WILL BE A BONUS IF YOU KNOW

• Passion for sports and interest in the sports tech ecosystem.
• Experience collaborating with distributed, international teams.
• Flexible mindset with availability to support a 24/7 environment, including weekends if required.

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.