Second Line Support Analyst

hace 3 semanas

Colombia Genius Sports A tiempo completo

**A bit about us**

Do you want to join one of the world's fastest growing sports technology companies?

Genius Sports is at the epicentre of the global network connecting sports, brands and fans through official live data. Our mission is simple. We champion a more sustainable sports data ecosystem that benefits all parties.

We're looking for enthusiastic and ambitious people to join our talented team.

If you see yourself becoming part of a global family building the future of sports entertainment together, then come and grow with us.

We put trust in our people to deliver the difference for our clients around the world. It's why many of the world's largest leagues & federations such as the NFL, English Premier League, FIBA and NCAA choose to work with Genius Sports.

**The Role**:
As a **Second Line Support Analyst** 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.

**Duties and 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 onsite assistance for special events as required or needed
- Adhere to technical metrics ensuring that SLA's are met

**Required Skills and Experience**:

- Previous first or second line helpdesk experience troubleshooting software, hardware, network, or API issues
- 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

**Desired Experience**:

- BS degree in Information Technology, Computer Science or equivalent

**What's in it for you?**

As well as a competitive salary and annual leave allowance, our benefits include health insurance, skills training and much more, depending on the 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.

**How we work**

We have adapted a forward-thinking 'Ways of Working' framework, which sets out (amongst other things) the opportunities for Geniuses to work flexibly, remotely and on working holidays. It affects different teams and locations differently, so please ask for further information in how it would work with this role.

Our employees are empowered to stretch the boundaries of what's achievable, always reaching further and pushing the edges to see what gives. We collaborate, we innovate, and we celebrate. We will continue to grow as an organisation and continue to invest in our highly talented and diverse team of Geniuses.

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