Streaming Technical Support Analyst

The Role
We are looking for a Streaming Technical Support Analyst to become an essential part of our team, providing top-tier assistance for the Genius Sports Video Streaming Product. This role is pivotal in maintaining high-quality streaming services for our customers and partners worldwide.Duties And Responsibilities

• Live Stream Support: Respond to and resolve live streaming issues escalated by customer support.
• Technical Troubleshooting: Analyze and troubleshoot streaming problems for live and no live content.
• Collaboration & Communication: Interact with global teams and departments; communicate effectively with clients and third-party providers using Skype and other internal tools.
• Monitoring & Reporting: Perform setup, checks, and continuous monitoring of live events; contribute to daily reporting processes.

Required Attributes

• Business-level proficiency in English.
• Background in technical fields, whether through a degree or equivalent experience.
• Prior technical support or service experience is beneficial.

Skills

• Analytical Thinking: Ability to understand and manage product-related issues.
• Multitasking: Juggle multiple tasks and prioritize effectively.
• Technical Proficiency: Familiarity with SQL, Python, Atlassian products (including JIRA and Confluence), Zendesk, Postman for API calls, and Grafana dashboards.

Qualities

• A passion for sports.
• Team player with the ability to collaborate with global staff.
• High commitment to providing exceptional support.
• Detail-oriented, organized, and driven to surpass goals.
• Adaptable, flexible, and decisive with excellent problem-solving capabilities.
• Knowledgeable in technology and enthusiastic about continuous learning.

About the schedule

• Availability to work in a flexible schedule, including weekends, is required.