Technical Support Specialist

hace 2 meses

Medellín, Antioquia, Colombia Genius Sports A tiempo completo

About Genius Sports

Genius Sports is a leading provider of sports technology solutions, serving some of the most prominent sports leagues in the United States.

About the Role

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

Main Responsibilities

  • Provide technical support to internal or external end users and data partners for complex technical inquiries.
  • Review and resolve data feed integration issues using internal tools and collaborating with relevant teams.
  • Respond to technical issues that have not been resolved by First Line Support.
  • Provide technical training to First Line team members to improve software and hardware troubleshooting techniques.
  • Log and summarize technical inquiries in the applicable ticket system.
  • Adhere to technical metrics and relevant Service Level Agreements (SLAs).
  • Evaluate and escalate issues as necessary, working with the development team to address issues within SLAs.
  • Develop and maintain process and knowledge management documents across relevant systems.
  • Collaborate with data partners to ensure optimal connectivity to our data feeds.
  • Work with 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.

Required Skills

  • Previous experience in first or second line technical support, troubleshooting software, hardware, network, or API issues.
  • Exceptional understanding of Windows OS, LAN/WAN connectivity, applications, and hardware.
  • Working knowledge of 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, and proper resolution.
  • Flexibility to work in shifts covering daytime, evenings, weekends, and holidays as needed.
  • Energetic, supportive, and collaborative team-oriented individual.
  • 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 We Offer

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. We also offer a host of softer benefits, including social events, team building activities, sports tournaments, charity days, and wellbeing activities.

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. Our team is collaborative, innovative, and celebrates individual achievements. We will continue to grow as an organization and invest in our talented and diverse team of Geniuses.

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