Second Line Support Analyst

**A **B**it **A**bout **U**s**

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.

**What **W**e **D**o**
- **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 manager 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.

**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

**Requirements**:

- 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

**We Offer**

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.