Specialist, Technical Success Management

The Specialist, Technical Success Management plays a key role in ensuring customer satisfaction by providing expert technical support, troubleshooting issues, and assisting high tier clients in optimizing their use of the company's products and services. This role requires strong problem-solving skills, technical expertise, and a customer-focused mindset. The position offers flexible working hours, with the option for occasional weekend on-call, providing greater work-life balance while ensuring continuous customer support. 

THE CHALLENGE:  

• Provide frontline technical support, troubleshooting, and resolution of customer issues. 
• Assist customers in maximizing product functionality and performance. 
• Proactively monitor customer sessions, tickets, and alerts to identify and address potential issues before they escalate. 
• Escalate complex technical issues to senior support teams when necessary. 
• Maintain detailed documentation of support cases and solutions. 
• Collaborate with cross-functional teams to improve product usability and support processes. 
• Contribute to the knowledge base and best practices to enhance customer self-service. 

ABOUT YOU:

• 2+ years of experience in technical support, customer success, or related roles. 
• Proficiency in troubleshooting software, cloud technologies, APIs, and networking. 
• Experience with support tools (Freshdesk, Salesforce, Jira) and ticketing systems. 
• Strong communication and problem-solving skills. 
• Ability to work in a fast-paced, customer-driven environment. 

OUR OFFER:    

• A collaborative environment with colleagues from all over the world (Engineering offices in Europe, Asia and US) including various social events and teambuilding. 
• Ability to shape your own workday and career via a clearly defined professional and personal development plan. 
• Opportunity to develop yourself within an inspiring and fast-growing company with our Career framework possibilities. 
• Vibrant and inclusive community, including Women in Tech and Pride groups which welcome all participants. 
• Global Employee Assistance Programme. 
• Calm and Reulay app (managing stress, maintaining focus, improving sleep, building resilience). 
• Online training videos. 
• Flexible working hours. 

OUR RECRUITMENT PROCESS: 

• Initial Screening: A quick chat with our Talent Acquisition Partner to understand your experience and expectations. 
• Two technical Interviews: Meet with the Technical team and Hiring Manager to dive into your solution and your expertise. 
• Technical Assessment: A short (home) task to showcase your technical skills.
• Final Steps: Receive feedback and, if successful, an offer! 

At Sportradar, we celebrate our diverse group of hardworking employees. Sportradar is committed to ensuring equal access to its programs, facilities, and employment opportunities. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. We encourage you to apply even if you only meet most of the requirements (but not 100% of the listed criteria) – we believe skills evolve over time. If you’re willing to learn and grow with us, we invite you to join our team!