Sportstech Technical Support Analyst (Sportstech)

TL;DR

Sportstech Technical Support Analyst (Sportstech): Providing advanced technical support for software, hardware, and API data feeds for major sports leagues with an accent on troubleshooting complex connectivity and integration issues. Focus on resolving escalated tickets, guiding data partners on API usage, and improving internal knowledge bases.

Location: Hybrid in Medellín, Colombia

Company

hirify.global provides next-gen technology and live data for sports fans and leagues worldwide to create immersive and personalised experiences.

What you will do

• Provide advanced technical support to internal and external end users and data partners for sophisticated sportstech products.
• Investigate and resolve complex software, hardware, and network issues escalated by first-line support.
• Troubleshoot API data feed integrations and guide partners to ensure optimal connectivity and usage.
• Deliver technical training and knowledge-sharing sessions to improve the effectiveness of First Line Support teams.
• Log and document all inquiries and resolutions accurately within the ticketing system.
• Collaborate with engineering and product teams on requirements gathering, bug fixes, and pre/post-deployment testing.

Requirements

• 2+ years of experience in first or second line technical support.
• Strong knowledge of Windows OS, LAN/WAN connectivity, applications, and hardware.
• Practical experience working with APIs, including integration support and issue analysis.
• Excellent written and verbal English for client-facing communication.
• Flexibility to work rotating shifts, including evenings, weekends, and holidays.
• Working knowledge of major U.S. sports (Football, Basketball, Ice Hockey, etc.).

Nice to have

• Experience with monitoring and logging tools such as Graphite and Graylog.
• Hands-on experience with ServiceNow, Freshdesk, or Atlassian tools (Jira, Confluence).
• Basic understanding of scripting, with PowerShell being a strong plus.
• BS degree in Information Technology, Computer Science, or a related field.

Culture & Benefits

• Hybrid working model within an "office-first" collaborative culture.
• Comprehensive benefits including health insurance and annual leave allowance.
• Commitment to professional growth through skills training and career development.
• Active social environment with team-building events, sports tournaments, and charity days.
• Inclusive workplace focused on belonging and employee wellbeing.