Senior Escalation Technical Support Analyst

Genius Sports Group; Medellín; Hybride; COP 48 000 000 - 80 000 000; Plein temps

Résumé du poste

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.

Qualifications

• 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.

Responsabilités

• 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.

Connaissances

Second-line support

Networking foundations

Cloud & DevOps

ITIL & documentation

Communication in English

Mentorship

Outils

Google Workspace

Windows Server

Active Directory

Snowflake

T-SQL

Postman

JSON/XML

Description du poste

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.