About the Role
The GeniusIQ Technical Support Analyst is part of Genius' team that helps sports leagues and teams boost performance on and off the field using cutting-edge technology, analytics, and visual insights. The role acts as the go-to for complex, escalated incidents and service requests, troubleshooting across hardware, software, networks, and applications. The analyst performs root cause analysis, keeps business-critical systems running with minimal downtime, and owns issues end-to-end while coordinating with engineering, third-line support, and vendors. They also monitor system performance, mentor junior analysts, and communicate clearly with end users and stakeholders.
Key Responsibilities
- Act as the go-to for complex, escalated incidents and service requests.
- Troubleshoot across hardware, software, networks, and applications.
- Perform root cause analysis.
- Keep business-critical systems running with minimal downtime.
- Own issues end-to-end, coordinating with engineering, third-line support, and vendors.
- Maintain clear documentation.
- Monitor system performance.




- Mentor junior analysts.
- Communicate clearly with end users and stakeholders.

Required Experience & Qualifications
- 2+ years of second-line support experience handling escalations under SLAs and resolving complex issues across multiple platforms.
- Proficiency with Google Workspace, Windows Server, and Active Directory.
- Ability to navigate Snowflake/T-SQL.
- Experience investigating APIs using Postman, requests, and JSON/XML.
- Solid understanding of TCP/IP, DNS, DHCP, VPN, and firewalls.
- Proactive monitoring and issue prevention habits.
- Experience with Azure or AWS.
- Familiarity with operational tooling such as Jupyter runbooks, Grafana, Ansible, Docker, or Prometheus.
- Practical experience in incident, problem, and change management.
- Ability to maintain clear SOPs and knowledge base articles.
- C1 English.
- Strong interpersonal skills to collaborate with IT teams, deve

📌 GeniusIQ Technical Support Analyst (Medellín)
🏢 Global Sports Jobs
📍 Medellín