GeniusIQ Technical Support Analyst

GeniusIQ Technical Support Analyst Company: Genius Sports Location: Tallinn, Harjumaa, Estonia Department: Operations 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 personalised than ever before. Learn more at geniussports.com. THE ROLE: 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. This role sits at the center of live GeniusIQ operations, where fast, confident decisions directly impact live sports delivery. As a GeniusIQ Technical Support Analyst, you will take ownership of critical incidents in real time, make informed decisions under pressure, and work hands-on with production systems where every second counts. WHAT YOU'LL DO: - Own and resolve escalated second-line incidents in live environments, making real-time decisions to protect service continuity. - Troubleshoot complex hardware, software, networking, and application issues across multiple platforms under time pressure. - Perform root cause analysis on live and post-incident issues, identifying recurring problems and driving permanent fixes with engineering teams. - Support business-critical, real-time systems, ensuring high availability and rapid recovery within SLA commitments. - Monitor system performance, proactively assess risk, and decide when to escalate to third-line teams or vendors while retaining end-to-end ownership. - Maintain and improve technical documentation, runbooks, and standard operating procedures based on live incident learnings. - Mentor junior analysts and collaborate with IT teams, developers, and external partners during high-impact incidents.