Technical Support Analyst – GeniusIQ

About the role

Genius Sports is building the next generation of sports experiences through cutting‑edge technology, analytics and visual insights. As a GeniusIQ Technical Support Analyst you will be the go‑to expert for complex, escalated incidents and service requests, ensuring business‑critical systems stay up and running.

Key responsibilities

• Troubleshoot hardware, software, network and application issues, perform root‑cause analysis and minimise downtime.
• Own incidents end‑to‑end, coordinating with engineering, third‑line support and external vendors while maintaining clear documentation.
• Monitor system performance, create and update SOPs, and mentor junior analysts.

Required profile

• 2+ years of second‑line support experience handling escalations under SLAs.
• Strong communication in English (C1) and ability to work calmly under pressure.
• Highly organised, decisive and able to improve procedures.

Required skills

• Google Workspace, Windows Server, Active Directory.
• Snowflake, T‑SQL, API testing with Postman, HTTP, JSON, XML.
• Networking fundamentals: TCP/IP, DNS, DHCP, VPN, firewalls.
• Cloud platforms: Azure or AWS; tooling such as Jupyter, Grafana, Ansible, Docker, Prometheus.
• ITIL incident/problem/change management and documentation.
• Experience with Zendesk, Jira Service Management or Freshdesk.
• Basic Python or PowerShell scripting.

What we offer

• Hybrid working model with an office‑first culture.
• Competitive salary and a range of wellbeing benefits.
• Opportunities for skill development and career growth.