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Second Line Technical Support Analyst - US Sports

Genius Sports
New York, NY
  • Expired: over a month ago. Applications are no longer accepted.
Job Description

The Role:

You will be part of a technical team helping support end users, data partners, and first Line Support team members with inquiries of various levels of difficulty for systems used by some of the most prominent sports leagues in the United States. Provide advanced technical assistance and training for software, hardware, API data feed usage. Critical thinking, advanced troubleshooting skills, and a superior customer service approach will be crucial to the team’s success.

Main Responsibilities

  • Provide support to internal or external end users and data partners for inquires where the product is highly technical or sophisticated in nature
  • Review data feed integration inquires using all internal tools available and working closely with all relevant teams until a resolution is reached
  • Respond to questions and issues where First Line product support has not isolated a fix for users or data partners
  • Provide technical training to First Line team to improve software or hardware troubleshooting techniques
  • Ensure all inquiries are logged in the applicable ticket system and properly summarized with issue and resolution steps
  • Adhere to technical metrics and relevant SLA’s
  • Escalate issues as appropriate and work with the development team to address issues within the relevant SLA’s
  • Create, implement, and maintain process and knowledge management documents across relevant systems
  • Work with data partners to guide and ensure optimal connectivity to our data feeds
  • Collaborate with all internal stakeholders on new feature requests or bug fixes including identifying requirements and pre/post deployment testing
  • Provide on site assistance for special events as required or needed
  • Adhere to technical metrics ensuring that SLA’s are met

 

Required Skills

The ideal candidate will be able to display high proficiency in the following areas:

  • Previous first or second line helpdesk experience troubleshooting software, hardware, network, or API issues
  • Exceptional understanding of Windows OS, LAN/WAN connectivity, applications, hardware
  • Working knowledge of all US sports including but not limited to Football, Basketball, Ice Hockey, Soccer, Volleyball, and Baseball
  • Advanced troubleshooting and critical thinking skills to identify root cause, workarounds when applicable, and proper resolution
  • Flexibility to work in shifts covering daytime, evenings, weekend, and holiday hours as needed
  • Energetic, supportive, and collaborative team-oriented
  • Strong client-facing and communication skills (both written and verbal) in English
  • Basic System monitoring experience
  • High level of time management skills, organizing capabilities, and attention to detail
  • Working knowledge of API’s
  • Basic understanding of scripting (Powershell especially a +)

Desirable Skills

  • Experience with Graphite and Graylog monitoring tools
  • Experience with ServiceNow or Freshdesk
  • Exposure to Atlassian tools
  • Understanding of data structure, functionality, design

Required Experience

  • A high school diploma with technical training
  • 2+ years of prior Technical Support experience
Company Description
A Bit About Us

Genius Sports is the official data, technology, and commercial partner that powers the global ecosystem connecting sports, betting, and media.

Our mission is to champion a more sustainable sports data ecosystem that benefits all parties - from the rights-holder all the way through to the fan.

We are the trusted partner to over 500 sports organizations globally, capturing the highest quality data for many of the world’s largest leagues and federations such as the NFL, NBA, MLB, English Premier League, Serie A, FIBA, and the NCAA.

From enabling leagues to take control of their official data, to creating immersive fan experiences for sports, betting, and media organizations, we are driven to deliver the difference for our partners.

What We Do

Sportstech

Data capture, management, and analysis tools that help leagues run their sport, unlock new revenue streams and protect the integrity of their competitions.

Video

Fully automated streaming technology, production, and distribution services that help showcase sports to the world.

Sportsbook

Everything a sportsbook operator needs to manage their operation and grow profits – all powered by the finest live sports data available.

Media & Engagement

We help brands and publishers engage and monetize sports fans with personalized campaigns and content they will love.

Genius Sports

A Bit About Us Genius Sports is the official data, technology, and commercial partner that powers the global ecosystem connecting sports, betting, and media. Our mission is to champion a more sustainable sports data ecosystem that benefits all parties - from the rights-holder all the way through to the fan. We are the trusted partner to over 500 sports organizations globally, capturing the highest quality data for many of the world’s largest leagues and federations such as the NFL, NBA, MLB, English Premier League, Serie A, FIBA, and the NCAA. From enabling leagues to take control of their official data, to creating immersive fan experiences for sports, betting, and media organizations, we are driven to deliver the difference for our partners. What We Do Sportstech Data capture, management, and analysis tools that help leagues run their sport, unlock new revenue streams and protect the integrity of their competitions. Video Fully automated streaming technology, production, and distribution services that help showcase sports to the world. Sportsbook Everything a sportsbook operator needs to manage their operation and grow profits – all powered by the finest live sports data available. Media & Engagement We help brands and publishers engage and monetize sports fans with personalized campaigns and content they will love.

Address

New York, NY
USA

Industry

Technology

Website

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