Streaming Technical Support Specialist

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. 

The Streaming Technical Support Specialist provides real-time operational support for live video content delivered through GeniusLive and third-party video providers. The role focuses on diagnosing issues, ensuring service continuity, maintaining high-quality video delivery, and strengthening internal team capabilities through training, documentation, and technical leadership. The specialist also maintains the team’s knowledge base and supports onboarding and upskilling of new colleagues.

WHAT YOU’LL DO

• Provide live operational support for GeniusLive and third-party video streams, ensuring stable, high-quality delivery.
• Monitor end-to-end video pipelines and troubleshoot issues across ingest, transcoding, packaging, and delivery.
• Maintain and update templates, rules, and configurations in Hermes, transcoding pipelines, and provider setups.
• Perform basic API calls (GET/POST), interpret JSON data, and use tools like Postman to retrieve streaming information.
• Manage and interpret alerts and logs across platforms like Graylog, OpsGenie, and internal tools.
• Train and mentor new team members in workflows, tools, and troubleshooting best practices.
• Maintain and expand the internal knowledge base, ensuring documentation is accurate, updated, and accessible.

WHAT YOU’LL BRING

• Solid understanding of video pipelines from capture to delivery (ingest, transcoding, packaging, CDN).
• Knowledge of streaming fundamentals: codecs, bitrates, resolutions, frame rates, and delivery protocols.
• Experience with GeniusLive templates, transcoding settings, and Hermes rule configuration.
• Basic API knowledge, including reading documentation, executing calls in Postman, and interpreting JSON responses.
• Familiarity with monitoring, alerting, and logging tools (Graylog, OpsGenie, internal platforms).
• Strong troubleshooting skills for live content in time-sensitive environments.
• Leadership capabilities to guide best practices, support peers, and foster continuous team improvement—even without a managerial title.

IT WILL BE A BONUS IF YOU KNOW

• AWS Media Services (MediaConnect, MediaLive), CDNs, or cloud-based streaming workflows.
• Python or scripting for automation, internal tooling, or troubleshooting.

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.