Second Line Support Analyst

Second Line Support Analyst

19 nov
Genius Sports

19 nov

Genius Sports


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 organisations 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 organisations,

we are driven to the deliver the difference for our partners.

What W e D o


Data capture, management and analysis tools that help leagues run their sport, unlock new revenue streams, and protect the integrity of their competitions.


Fully automated streaming technology, production and distribution services that help showcase sports to the world.


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 monetise sports fans with personalised campaigns and content they will love.


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

The primary job functions will be but not limited to:

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

Required Skills

The ideal candidate will be able to display high proficiency in the following areas:

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

Exceptional understanding of Windows OS, LAN/WAN connectivity, applications, hardware

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.

Due to COVID-19 restrictions, we are currently using virtual hiring processes in some locations, so that we can continue hiring great people whilst being mindful of the health of everyone involved in the recruitment process. Please therefore be aware that, among other things, interviews may take place by phone or video, and some new hires may need to be onboarded remotely (e.g. where access to office space is currently restricted). Our Talent Acquisition team will be able to advise of arrangements in relation to specific roles, so please reach out to them with any questions.

Genius Sports Group is proud to be an equal opportunities employer. We recognize and celebrate the benefits that a diverse and inclusive workforce bring to our business, our customers and our staff. We welcome and will consider all applications regardless of age, disability, gender re-assignment, marriage, pregnancy, maternity, race or nationality, religion or belief, sex and sexual orientation (and any other status protected by applicable law)