Product Support Analyst
Collaborate with other software engineers, DevOps engineers, and product managers across the UK and EU, supporting best practices, and help deliver high quality products!
We usually respond within two weeks
Overview
TXODDS is the leading provider of sports betting data and technology, supplying accurate, super low latency odds feeds to the betting industry for over 20 years.
We are looking for an experienced Product Support Analyst to work as part of our Client Services Product Support team who is passionate about the customer experience. The Product Support Analyst provides high-level technical assistance to customers of our super-low latency odds feeds. The role is primarily customer facing, assisting with operational support of TXODDS technology platforms, as well as supporting projects and business initiatives internally.
As sports and our customers are 24/7/365, out-of-hours shift work including weekend, evening and overnight on-call are required as part of the role. Business travel to satellite offices will be required from time to time.
What you'll do
- Facilitate prompt and effective 3rd line technical support as part of our customer support service desk function. Ensuring that customer product and integration support queries and issues are responded to in a timely fashion.
- Proactively create and configure, monitor and triage product-related alerts. Investigate and diagnose performance and application level issues in TX products and action accordingly.
- Ensure customers are using products effectively and in line with best practice, manage customer product migration as required.
- Provide development support to customers integrating to our odds feed products as part of the onboarding lifecycle.
- Support and coach colleagues on technical product support concepts. Facilitate knowledge transfer and the creation of internal documentation, support guides and triage processes.
- Champion and communicate to the business, customer requirements and feature requests across our suite of products and services.
What we expect
- Track record (min. 3 years) of success in a customer-facing technical support role, preferably in a sports betting context OR can demonstrate a solid understanding of sports betting.
- Confident at communicating effectively to a variety of different audiences - customers and colleagues at all levels alike.
- Experienced with IT ticketing systems such as Jira, Jira Service Management.
- Understanding of incident management, change control and release procedures and coordinating both internally and with customers.
- Able to understand and articulate requirements and balance customer and business requirements.
- Linux and Networking experience - able to diagnose basic systems and network level problems.
- Strong Microsoft Office skills.
Bonus points for:
- Experience in creating Grafana dashboards and alert configuration.
- Experience with building search queries in Kibana or related log managed tools.
- Experience in authoring detailed technical documentation.
Nice to have:
- Experience with DevOps technologies and concepts such as AWS cloud services, docker/Kubernetes or configuration management systems like puppet or ansible.
- Any coding experience in languages such as python or JavaScript.
Our recruitment process includes an introductory call, a technical test to get to know your skills, and an interview to discuss your approach and get to know you better.
This role is based in London and will require right to work
Scroll down for what we offer!
- Department
- Infrastructure
- Locations
- TXODDS London office
- Remote status
- Hybrid Remote
- Employment type
- Full-time
Perks & Benefits
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A generous salary
Along with a rewarding career, fun workspace and supportive team, we offer very generous salaries.
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Hybrid work policy
We believe in flexible working, and have a Hybrid Policy to support sometimes working from home or wherever you want.
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Your perfect setup
A brand new laptop when you join, the option of noise cancelling headphones, as well as choosing your work environment - whether you like a more social vibe or a silent space.
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TX socials
Regular team socials, regular team lunches, after work drinks and fun events around the sports calendar. In the UK, Playstation and table tennis competitions!
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Access private box to see Arsenal games
Access to watch home games from our private box at the Emirates Stadium, with free food and drinks for Arsenal home games!
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Coaching & mentoring to help you with your development
We're growing quickly, and we’ll give you the opportunity to do the same.
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And many more...
Pension scheme, private healthcare, UK cycle scheme and more!
TXODDS London office
Workplace & Culture
We focus on multitalented competence, leading us necessarily to a diverse team of varying backgrounds, religions, ages, genders and neurologies.
Here at TXODDS, we are always in search of the brightest minds to join our scaling team. It doesn’t matter if your field of expertise is tech or customer support, admin or sales, we want to hear from you!
We don’t just hire people for their skill set, we hire you for your ability to fit in and drive our business. If you’re hard working, love to find solutions, enjoy working in a fast-paced environment, then we might just be the team for you!
About TXODDS
We have spent 20+ years creating a market leading global delivery platform for low latency streamed odds data. TXODDS specialises in the aggregation of sports betting data and distribution of FAST, ACCURATE ODDS via betting odds API feeds and providing historical data to the global sports betting industry.
We work behind-the-scenes across the sports gaming industry, ensuring clients have access to real time, accurate and relevant data – no matter which sport or fixture. We also maintain the world’s most comprehensive betting odds data archive, for full end-to-end Analytics and Business Intelligence retrieval. Our products give access to the most reliable, low latency and actionable sports betting data available.
Even if you do not recognise our name, if you have ever placed a bet online, it is likely that the site is actively utilising our data.
Product Support Analyst
Collaborate with other software engineers, DevOps engineers, and product managers across the UK and EU, supporting best practices, and help deliver high quality products!
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