Sportsbook Technical Support 1 Analyst at Genius Sports Group

Medellín, Colombia

A bit about us

Do you want to join one of the world’s fastest growing sports technology companies?

Genius Sports is at the epicenter of the global network connecting sports, brands and fans through official live data. Our mission is simple. We champion a more sustainable sports data ecosystem that benefits all parties.

We’re looking for enthusiastic and ambitious people to join our talented team

If you see yourself becoming part of a global family building the future of sports entertainment together, then come and grow with us.

We put trust in our people to deliver the difference for our clients around the world. It’s why many of the world’s largest leagues & federations such as the NFL, English Premier League, FIBA and NCAA choose to work with Genius Sports.

The Role

As a Sportsbook Technical Support 1 (SBTS1) Analyst, you play a crucial role in delivering high-level client service and resolving complex issues. You’ll handle escalated inquiries from internal departments and directly from clients. These problems often lack straightforward solutions and require in-depth investigation across all products. Your close collaboration with various departments makes you a backbone of the operation

Main Responsibilities

Communicating with clients and solving complex issues.
Detecting, triaging, and resolving high impact issues inside the company and the parent company.
Setting licenses and user rights in information systems for existing clients.
Helping other Support Analysts with their investigations and inquiries.
Escalating and logging system outages to developer teams while providing feedback to stakeholders.
Detecting and reacting to critical operational issues. Escalate, communicate, and document if necessary.
Creating and maintaining a knowledge base for known issues and solutions.
Monitoring the status of our systems to ensure that they are online and operational.
Completing additional tasks assigned by the line manager.

Requirements

Strong communication skills.
Good written and spoken English.
SQL system knowledge.
Basic troubleshooting skills.
Problem solving and escalation skills.
Ability to multitask.
Precision and detail-oriented skills.
Accuracy and pressure handling.
Teamwork skills.

*This role involves working mostly night hours, weekends and holidays included. Ability to work from office is a must during training

Other skills:
· Independently working, initiative, organizing capacity
· Analytical thinking
· Adaptability
· Great time management

Desirable skills:
· Client Service experience
· Basic knowledge of Help Desk Software (Jira, Zendesk) and ticketing systems.
· Basic knowledge of Microsoft-based systems
· Understanding of escalation process
· Experience with Graylog monitoring tools
· Basic understanding of API’s
· Betting knowledge

What’s in it for you?

As well as a competitive salary and annual leave allowance, our benefits include health insurance, skills training and much more, depending on the 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.

How we work

We have adapted a forward-thinking ‘Ways of Working’ framework, which sets out (amongst other things) the opportunities for Geniuses to work flexibly, remotely and on working holidays. It affects different teams and locations differently, so please ask for further information in how it would work with this role.

Our employees are empowered to stretch the boundaries of what’s achievable, always reaching further and pushing the edges to see what gives. We collaborate, we innovate, and we celebrate. We will continue to grow as an organisation and continue to invest in our highly talented and diverse team of Geniuses.

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, different abilities or disability, gender identity or re-assignment, marriage, pregnancy, maternity, race or nationality, religion or belief, sex and sexual orientation (and any other applicable status). Please let us know when you apply if you need any assistance during the recruiting process due to a disability.

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