GeniusIQ Technical Support Analyst

Genius Sports Statistician Network; Medellín; Hybrid; COP 44,640,000 - 89,280,000; Full time

Benefits offered by this job

Hybrid working model

Competitive salary and benefits

Wellbeing and career growth

Job summary

Genius Sports is hiring a GeniusIQ Technical Support Analyst in Medellín to troubleshoot escalated incidents across hardware, software, and networks. You’ll own issues end-to-end, coordinate with engineering and vendors, monitor performance, and mentor junior analysts.

Strong English, ITIL experience, and cloud/DevOps familiarity are highly valued. Hybrid, office-first culture with a competitive benefits package.

Qualifications

• 2+ years in second-line support handling escalations under SLAs
• Proficiency with Google Workspace, Windows Server and Active Directory
• Snowflake/T‑SQL navigation and API investigation with Postman
• Strong networking knowledge: TCP/IP, DNS, DHCP, VPN and firewalls
• Experience with Azure or AWS and DevOps tools like Docker, Grafana or Ansible
• ITIL-style incident, problem and change management; solid SOP documentation
• Excellent written and spoken English (C1) and ability to collaborate with diverse teams

Responsibilities

• Troubleshoot escalated incidents and service requests across hardware, software, networks and applications
• Own issues end-to-end; coordinate with engineering, vendors and cross-functional teams
• Monitor system performance and maintain clear, updated documentation
• Mentor junior analysts and communicate effectively with end users and stakeholders

Skills

Second‑Line Support

System Troubleshooting

Networking Fundamentals

Cloud & DevOps

Documentation & SOPs

English Communication

Tools

Google Workspace

Windows Server

Active Directory

Snowflake/T‑SQL

Postman

HTTP/JSON/XML

Azure or AWS

Docker

Grafana

Ansible

Prometheus

Zendesk/Jira Service Management

PowerShell

Job description

By bringing together next-gen technology and the finest live data available, Genius Sports is enabling a new era of sports for fans worldwide, delivering experiences that are more immersive, interactive and personalized than ever before.Learn more at geniussports.com

We’re upfront about where we use AI in our hiring process. Our guidelines cover our approach to the use of AI, as well as what you can expect during the interview process. Read our full guidelines here****.

THE ROLE:

Perform (i.e. SportsTech facing roles in Product, Tech, Commercial & Ops): 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.

WHAT YOU’LL BRING

• Second-Line Support Expertise: 2+ years handling escalations under SLAs, resolving complex issues across multiple platforms.
• Systems and Tools: Proficiency with Google Workspace, Windows Server and Active Directory; Snowflake/T-SQL navigation; API investigation using Postman, HTTP requests, and JSON/XML.
• Networking Foundations: Solid grasp of TCP/IP, DNS, DHCP, VPN, and firewalls, with a habit of proactive monitoring and issue prevention.
• Cloud and DevOps: Experience with Azure or AWS and familiarity with operational tooling such as Jupyter runbooks, Grafana, Ansible, Docker, or Prometheus.
• ITIL and Documentation: Practical experience in incident, problem, and change management, ability to maintain clear SOPs and knowledge base articles.
• Communication and Service: C1 English and strong interpersonal skills to collaborate with IT teams, developers, vendors, and business users.
• Ownership and Mentorship: Highly organized, decisive, and calm under pressure; able to prioritize, improve procedures, and support junior analysts.

IT WILL BE A BONUS IF YOU KNOW

• Certifications in ITIL Foundation, Cisco, or CompTIA.
• Experience with Zendesk or similar enterprise service tools (Jira Service Management, Freshdesk).
• Basic Python or PowerShell to streamline diagnostics and routine tasks.

We enjoy an ‘office-first’ culture and maximize opportunities to collaborate, connect and learn together. Our hybrid working models differ depending on your role and location.

As well as a competitive salary and range of benefits, we’re committed to supporting employee wellbeing and helping you grow your skills, experience and career. Learn more about how rewarding life at Genius can be at Reward | Genius Sports.

One team, being brave, driving change

We strive to create an inclusive working environment, where everyone feels a sense of belonging and the ability to make a difference. Learn more about our values and culture at Culture | Genius.

Let us know when you apply if you need any assistance during the recruiting process due to a disability.