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Streaming Technical Support Supervisor
hace 2 meses
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 the deliver the difference for our partners.
The Role
We are looking for a Streaming Technical Support Supervisor to lead and manage our team of analysts, ensuring the highest quality support for the Genius Sports Video Streaming Product. This role requires leadership skills, people management, and product expertise. The supervisor will excel in decision-making, organization, and time management, focusing on planning, organizing teamwork, launching new procedures, and managing existing ones.
Job Expectations
- People Management: Train, develop, and motivate team members.
- Technical Proficiency: Understanding of sports and sports betting, and familiarity with streaming products.
- Problem-Solving Skills: Ability to understand, follow, and give instructions, and solve issues promptly.
- Customer Support and Stakeholder Management: Ensure effective communication and problem resolution.
- Effective Communication Skills: Both written and verbal in English.
- NFL Availability: Work on Monday, Thursday, Sunday, and some Saturdays during the NFL season.
- Team Management: Compile the roster for the Streaming Technical Support team, manage, train, develop, and motivate team members.
- Performance evaluation: Collaborate with the team lead to conduct appraisals with team members.
- Recruitment Support: Assist the team lead during the recruitment and interview process.
- Team Oversight: Oversee Streaming Technical Support teamwork, ensuring high performance and adherence to standards.
- Service Management: Lead and facilitate the management of service objectives during NFL events.
- Pre-Event Activities: Ensure proactive messaging and system checks are completed by team members.
- Customer Channel Monitoring: Ensure appropriate customer or internal notifications of issues are picked up and addressed.
- Issue Triaging: Ensure issues are identified as service losses and created as incidents promptly.
- Timely Escalation: Ensure timely escalation to respective teams.
- OpsGenie and P1 Escalation: Understand and manage OpsGenie and P1 escalation processes.
- Incident Management: Act as the single point of contact for all parties involved in incidents, ensuring all requirements are met for NFL daily performance emails.
- Business-Level Proficiency in English: Essential for effective communication.
- Technical Background: Degree or equivalent experience in technical fields or prior experience in technical support or service roles is beneficial.
- Analytical Thinking and Multitasking: Ability to manage product-related issues and juggle multiple tasks.
- Technical Proficiency: Familiarity with SQL, Python, Atlassian products (JIRA and Confluence), Zendesk, Postman for API calls, and Grafana dashboards.
- Product and Team Knowledge: General understanding of both products, teams, and the escalation path for NFL (Sportsbook, Sports Data, Streaming, BetVision).
- Streaming Products Expertise: In-depth understanding of streaming products and issues.
- Passion for Sports: Strong interest in sports, particularly American football.
- Team Player: Ability to collaborate with global staff.
- High Commitment: Dedicated to providing exceptional support.
- Detail-Oriented and Organized: Driven to surpass goals and highly organized.
- Adaptable and Decisive: Flexible and decisive with excellent problem-solving capabilities.
- Continuous Learner: Knowledgeable in technology and enthusiastic about continuous learning.
- Flexible Availability: Willingness to work a flexible schedule, including weekends, is required.
As well as a competitive salary and annual leave allowance, our benefits include health insurance, skills training and much more, depending on location. We also offer a host of softer benefits, including many social events throughout the year such as summer and winter holiday parties, monthly team building events, sports tournaments, charity days and wellbeing activities.
Genius Sports Group is proud to be an equal opportunities employer. We recognize and celebrate the benefits that a diverse and inclusive workforce bring to our business, our customers and our staff. We welcome and will consider all applications regardless of age, disability, gender re-assignment, marriage, pregnancy, maternity, race or nationality, religion or belief, sex and sexual orientation (and any other status protected by applicable law)
