Senior Technical Support Specialist

vor 11 Stunden

Lausanne, Waadt, Schweiz Genius Sports Vollzeit

About the Role

We are seeking a highly skilled and experienced Technical Support Specialist to lead our team of engineers in providing top-notch technical support and troubleshooting for our tracking and video augmentation products. As a key member of our technical operations team, you will be responsible for leading a group of engineers in supporting our camera, live data processing, and delivery systems, as well as communicating across teams to ensure seamless operations.

Key Responsibilities

  • Lead a team of on-site support engineers, including scheduling, performance management, and team morale
  • Alert response from automated systems and internal users
  • Coordination of incident response for live disruption of services
  • Perform root cause analysis on incidents using Unix tooling, log analysis, and service debugging
  • Manage communication with key stakeholders
  • Design and implement robust alerting for all services tied to delivery of external services
  • Follow-up with engineering, operations, and account management groups
  • Participate in an on-call rotation that emphasizes eliminating repeating escalations

Requirements

  • 5+ years technical work experience
  • Experience with managing technical employees
  • Working evening, weekend, and holiday hours (around live sporting schedules)
  • Operational experience with real-time systems under Service Level Agreements (SLAs)
  • Experience configuring, diagnosing, and troubleshooting computer services in Windows or Unix environments
  • Critical thinking skills in software systems diagnosis under time pressure
  • Self-starter based on provided written documentation and training
  • An appetite to learn and grow from every incident
  • Process-orientation, creative problem-solving
  • Written communication style focused on concision, clarity, and clear next steps
  • Good documentation habits

What Sets You Apart

  • Basic knowledge of networking systems and hardware installation
  • Experience with scripting in languages like Python, Unix shell, or JavaScript/TypeScript
  • Experience with command line tools in Linux or Unix
  • Experience with log file analysis tools (Grep, Elasticsearch, Kibana, Grafana, Datadog)
  • Experience with SQL
  • Familiarity with modern camera features: aperture, f-stop, ISO, HDR, frame-rate, depth of field, and focus
  • Experience working in live sports
  • Experience with cloud computing (e.g., Amazon Web Services)
  • Availability to travel domestically and internationally

About Us

Genius Sports is a leading provider of sports data and technology solutions. We are proud to be an equal opportunity employer and welcome applications from diverse candidates. Our team is passionate about delivering innovative solutions that help our clients succeed in the sports industry.

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