GeniusIQ Technical Support Analyst

This role is part of Genius' team that helps sports leagues and teams boost performance on and off the field using cutting-edge tech, analytics, and visual insights. As a GeniusIQ Technical Support Analyst, you’ll be the go-to for complex, escalated incidents and service requests. Day to day, you’ll troubleshoot across hardware, software, networks, and applications; perform root cause analysis and keep business-critical systems running with minimal downtime. You’ll own issues end-to-end coordinating with engineering, third-line, and vendors while maintaining clear documentation. You’ll also monitor system performance, mentor junior analysts, and communicate clearly with end users and stakeholders.

• Troubleshoot across hardware, software, networks, and applications.
• Perform root cause analysis and keep business-critical systems running with minimal downtime.
• Own issues end-to-end coordinating with engineering, third-line, and vendors while maintaining clear documentation.
• Monitor system performance.
• Mentor junior analysts.
• Communicate clearly with end users and stakeholders.

• 2+ years handling escalations under SLAs, resolving complex issues across multiple platforms (required).
• Proficiency with Google Workspace, Windows Server and Active Directory (required).
• Snowflake/T-SQL navigation (required).
• API investigation using Postman, HTTP requests, and JSON/XML (required).
• Solid grasp of TCP/IP, DNS, DHCP, VPN, and firewalls, with a habit of proactive monitoring and issue prevention (required).
• Experience with Azure or AWS (required).
• Familiarity with operational tooling such as Jupyter runbooks, Grafana, Ansible, Docker, or Prometheus (required).
• Practical experience in incident, problem, and change management (required).
• Ability to maintain clear SOPs and knowledge base articles (required).
• C1 English and strong interpersonal skills to collaborate with IT teams, developers, vendors, and business users (required).
• Highly organized, decisive, and calm under pressure; able to prioritize, improve procedures, and support junior analysts (required).
• Certifications in ITIL Foundation, Cisco, or CompTIA (nice-to-have).
• Experience with Zendesk or similar enterprise service tools (Jira Service Management, Freshdesk) (nice-to-have).
• Basic Python or PowerShell to streamline diagnostics and routine tasks (nice-to-have).

• Competitive salary.
• Range of benefits.
• Support for employee wellbeing.
• Opportunities to grow your skills, experience and career.