2023-08-23 14:48:55

Streaming Support and Customer Onboarding Officer

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Bit About Us

Genius Sports is the official data, technology and commercial partner that powers the global ecosystem connecting sports, betting and media. 

Our mission is to champion a more sustainable sports data ecosystem that benefits all parties - from the rights holder all the way through to the fan. 

We are the trusted partner to over 500 sports organisations globally, capturing the highest quality data for many of the world’s largest leagues and federations such as the NFL, NBA, MLB, English Premier League, Serie A, FIBA and the NCAA. 

From enabling leagues to take control of their official data, to creating immersive fan experiences for sports, betting and media organisations, we are driven to the deliver the difference for our partners. 

What WDo 

  • Sportstech 

Data capture, management and analysis tools that help leagues run their sport, unlock new revenue streams, and protect the integrity of their competitions. 

  • Video 

Fully automated streaming technology, production and distribution services that help showcase sports to the world.   

  • Sportsbook 

Everything a sportsbook operator needs to manager their operation and grow profits – all powered by the finest live sports data available.  

  • Media & Engagement 

We help brands and publishers engage and monetise sports fans with personalised campaigns and content they will love.  

The Role

The role requires to work with both leagues/federations as well as 3rd party video providers In order to ensure the smooth onboarding experience while creating and maintaining Implementation timelines, advising on the technical Implementation, conducting the training workshops required for the Genius Live production users and providing the necessary documentation.

Main Responsibilities

  • Monitor all implementation requests and ensure the effective testing and provision of information to clients to ensure timely delivery of relevant products and services.
  • To develop and maintain Implementation timelines as appropriate and collaborate with key stakeholders to ensure the timely delivery of customized products and services to clients
  • To build and enhance positive working relationships with clients and internal stakeholders alike and to effectively manage expectations as appropriate.
  • Assist in the customization of client installation guides and other Genius Live product implementation material
  • Setting up the best possible configurations per provider when managing both 3rd party integrations and Genius Live streaming solution.
  • Create templates for Genius Live streaming solution and third-party video providers (Hermes Rules, transcoding, etc.), that will reduce the amount of manual monitoring steps for the Genius Live Support team.
  • Manage API calls to retrieve needed information for video streaming related data such as fixtures, schedule, Ingress.
  • Partnership with the team responsible for bookmakers Integration in order to seamlessly support the Integration process from the video streaming perspective
  • Manage and create rules for alerting and logs (Graylog, OpsGenie, Lisa, etc.).
  • Report, follow up and knowledge sharing on system issues (Lisa, Hermes, Troy, Wowza, Akamai, etc.).
  • To work within established product policies and procedures in order to best-accommodate client products and service needs. To contribute to the ongoing development and evolution of product policies and procedures.
  • To provide client insight into the ongoing development of Genius Live product and services
  • Report to Genius Live Support and Implementation team lead the performance of the current projects as well as escalate the problematic cases.


  • Knowledge in the API concept, capable of getting and pushing relevant Information using API documentation
  • An understanding of the workings of the business of sports such as Football, Basketball, Volleyball at a league / federation level.
  • Experience in the implementation of new customer products, including user training and implementation
  • Ability to use Freshdesk/Atlassian suite of products, JIRA, Confluence
  • Good project management skills, with demonstrated ability to effectively manage multiple on-going assignments
  • Great verbal and written communication skills
  • Excellent problem solving and prioritizing skills
  • Very high organizing capacity and time management skills
  • Language skills outside of English will be well regarded
  • Basic level of video knowledge i.e. codec, bitrate, resolution, delivery protocols etc.
  • Basic knowledge in creating the templates for 3rd party and GeniusLive production including the rules in Hermes and transcoding.
  • General understanding of the bookmakers Integration process

Personal Characteristics

  • A passion for sports such as Volleyball, Football and Basketball
  • A commitment to service excellence
  • Detail oriented and well-organized
  • Driven to constantly exceed personal and team targets
  • Excellent accuracy and pressure handling
  • Tech savvy

We Offer 

As well as a competitive salary and annual leave allowance, our benefits include health insurance, skills training and much more, depending on location. We also offer a host of softer benefits, including many social events throughout the year such as summer and winter holiday parties, monthly team building events, sports tournaments, charity days and wellbeing activities.  

Genius Sports Group is proud to be an equal opportunities employer. We recognize and celebrate the benefits that a diverse and inclusive workforce bring to our business, our customers and our staff. We welcome and will consider all applications regardless of age, disability, gender re-assignment, marriage, pregnancy, maternity, race or nationality, religion or belief, sex and sexual orientation (and any other status protected by applicable law)