GeniusIQ Technical Support Analyst New Medellín, Antioquia, Colombia

Genius Sports Group; Medellín; Híbrido; COP 48.000.000 - 80.000.000; Jornada completa

Descripción de la vacante

Genius Sports Group is seeking a GeniusIQ Technical Support Analyst to act as the go-to for escalated incidents, troubleshooting across hardware, software, networks, and applications, and coordinating with engineering and vendors.

You will own issues end-to-end, monitor performance, mentor junior analysts, and document SOPs, with a hybrid work model depending on location. Excellent English communication and collaboration required to support business users.

Formación

• 2+ years in second-line support handling escalations under SLAs.
• Proficiency with Google Workspace, Windows Server and Active Directory.
• Experience with Snowflake and T-SQL navigation.
• API investigation using Postman, HTTP requests, and JSON/XML.
• Networking fundamentals: TCP/IP, DNS, DHCP, VPN, and firewalls.
• Cloud/DevOps: Azure or AWS; Docker, Grafana, Ansible, Prometheus.
• ITIL and documentation: incident, problem, and change management; SOPs.
• Strong English communication and collaboration.
• Ownership and mentorship: organize, prioritize, and guide juniors.

Responsabilidades

• Troubleshoot across hardware, software, networks, and applications.
• Perform root cause analysis and maintain uptime of business systems.
• Coordinate end-to-end with engineering, third-line, and vendors.
• Monitor system performance and mentor junior analysts.
• Document clearly for end users and stakeholders.
• Maintain SOPs and knowledge base articles.

Conocimientos

Second-line support

Networking foundations

Cloud & DevOps

ITIL & documentation

Communication in English

Mentorship

Herramientas

Google Workspace

Windows Server

Active Directory

Snowflake

T-SQL

Postman

JSON/XML

Descripción del empleo

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:

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.

Global D&I Demographics

At Genius Sports we believe in better together, which means we don’t only value diversity, but we are determined to make sure that everyone here feels included and valued.

We invite all applicants to share their demographic background. If you choose to complete this survey, your responses may be used to identify areas of improvement in our hiring process. All data that you provide will completely anonymous, you will not be personally identifiable by any of the data you include.

This also means that if you choose to disclose a disability the Talent Acquisition team will not be personally identifiable by any of the data you include.

Therefore, if you require any support throughout the application or interview process please ensure to reach out to the team directly and make them aware of any requirements, and we will do what we can to help.