US Second Line Support Operator

A Bit About Us

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 We Do 

• Sportstech 

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

• Video 

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

• Sportsbook 

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.  

US Second Line Support Operator (Tech Support Engineer)

Role Purpose

The role requires to work with Sportsbook clients and internal stakeholders to ensure the efficient delivery of Sportsbook products and services in-line with clients’ needs and internal SLAs. You will be dealing with inquires that are escalated by all internal departments or are raised directly via client contact and making sure that all inquiries are handled according to internal guidelines.

Core Responsibilities

• Communicating with clients, solving problems.
• Solving and prioritizing problems inside the company and the parent company.
• Helping other Support Operators with their work, solving problems, forwarding the information to the Development Team when necessary and providing feedback to clients.
• Creating and maintaining a knowledge base for known issues and solutions.
• Completing additional tasks assigned by the line manager.

Skills and Experience 

• In depth expertise around NFL.
• Knowledge in the API concept, capable of getting and pushing relevant Information using API documentation.
• Advanced troubleshooting and critical thinking skills to identify root cause, workarounds when applicable, and proper resolution.
• An understanding of the workings of the business of different sports in the Sportsbook industry.
• Ability to use Atlassian suite of products, JIRA, Confluence.
• Great verbal and written communication skills.
• Very high organizing capacity and time management skills.

Personal Characteristics

• A passion for sports
• A commitment to service excellence
• Detail oriented and well-organized
• Excellent accuracy and pressure handling
• Tech savvy

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.  

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)