GeniusIQ Technical Support Analyst
This role is part of Genius' team that helps sports leagues and teams boost performance on and off the field using cutting-edge tech, analytics, and visual insights. As a GeniusIQ Technical Support Analyst, you’ll be the go-to for complex, escalated incidents and service requests. Day to day, you’ll troubleshoot across hardware, software, networks, and applications; perform root cause analysis and keep business-critical systems running with minimal downtime. You’ll own issues end-to-end coordinating with engineering, third-line, and vendors while maintaining clear documentation. You’ll also monitor system performance, mentor junior analysts, and communicate clearly with end users and stakeholders.
- Troubleshoot across hardware, software, networks, and applications.
- Perform root cause analysis and keep business-critical systems running with minimal downtime.
- Own issues end-to-end coordinating with engineering, third-line, and vendors while maintaining clear documentation.
- Monitor system performance.
- Mentor junior analysts.
- Communicate clearly with end users and stakeholders.
- 2+ years handling escalations under SLAs, resolving complex issues across multiple platforms (required).
- Proficiency with Google Workspace, Windows Server and Active Directory (required).
- Snowflake/T-SQL navigation (required).
- API investigation using Postman, HTTP requests, and JSON/XML (required).
- Solid grasp of TCP/IP, DNS, DHCP, VPN, and firewalls, with a habit of proactive monitoring and issue prevention (required).
- Experience with Azure or AWS (required).
- Familiarity with operational tooling such as Jupyter runbooks, Grafana, Ansible, Docker, or Prometheus (required).
- Practical experience in incident, problem, and change management (required).
- Ability to maintain clear SOPs and knowledge base articles (required).
- C1 English and strong interpersonal skills to collaborate with IT teams, developers, vendors, and business users (required).
- Highly organized, decisive, and calm under pressure; able to prioritize, improve procedures, and support junior analysts (required).
- Certifications in ITIL Foundation, Cisco, or CompTIA (nice-to-have).
- Experience with Zendesk or similar enterprise service tools (Jira Service Management, Freshdesk) (nice-to-have).
- Basic Python or PowerShell to streamline diagnostics and routine tasks (nice-to-have).
- Competitive salary.
- Range of benefits.
- Support for employee wellbeing.
- Opportunities to grow your skills, experience and career.
Genius Sports is a sports data and technology company that supplies official data, streaming, integrity and advertising services to sports leagues, sportsbooks and media companies. Founded in 2001 and headquartered in London, with a major office in New York and others worldwide, it is the official data partner of organisations including the NFL, English Premier League and FIBA. The company provides the technology that connects sports, betting and media businesses. Genius Sports is listed on the New York Stock Exchange.