Technical Support Specialist

hace 2 semanas


Medellín, Antioquia, Colombia Genius Sports A tiempo completo

About the Role

We are seeking a highly skilled Technical Support Specialist to join our team at Genius Sports. As a key member of our technical team, you will be responsible for providing advanced technical assistance and training to our end-users, data partners, and internal teams.

Main Responsibilities

  • Provide technical support for complex software and hardware issues
  • Review and resolve data feed integration inquiries using internal tools and collaboration with relevant teams
  • Respond to technical questions and issues that have not been resolved by First Line Support
  • Develop and deliver technical training to improve software and hardware troubleshooting techniques
  • Ensure all inquiries are logged and properly summarized with issue and resolution steps
  • Meet technical metrics and SLAs
  • Evaluate and escalate issues as necessary, working with the development team to address issues within SLAs
  • Create and maintain process and knowledge management documents
  • Collaborate with data partners to ensure optimal connectivity to our data feeds
  • Participate in new feature requests and bug fixes, identifying requirements and pre/post deployment testing
  • Provide on-site assistance for special events as required

Required Skills

  • Previous first or second line helpdesk experience troubleshooting software, hardware, network, or API issues
  • Exceptional understanding of Windows OS, LAN/WAN connectivity, applications, and hardware
  • Working knowledge of US sports, including football, basketball, ice hockey, soccer, volleyball, and baseball
  • Advanced troubleshooting and critical thinking skills to identify root cause, workarounds, and proper resolution
  • Flexibility to work in shifts covering daytime, evenings, weekends, and holidays as needed
  • Energetic, supportive, and collaborative team-oriented
  • Strong client-facing and communication skills in English
  • Basic system monitoring experience
  • High level of time management skills, organizing capabilities, and attention to detail
  • Working knowledge of APIs
  • Basic understanding of scripting, particularly PowerShell

Desirable Skills

  • Experience with Graphite and Graylog monitoring tools
  • Experience with ServiceNow or Freshdesk
  • Exposure to Atlassian tools
  • Understanding of data structure, functionality, and 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 a Technical Support Specialist at Genius Sports, you will enjoy a competitive salary and annual leave allowance, as well as a range of benefits, including health insurance, skills training, and more. You will also have the opportunity to work in a dynamic and collaborative environment, with a focus on innovation and growth.

How we work

We have adopted a forward-thinking 'Ways of Working' framework, which empowers our employees to work flexibly, remotely, and on working holidays. We value collaboration, innovation, and celebration, and we are committed to growing as an organization and investing in our talented and diverse team of Geniuses.



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