Lead System Support Engineer
We are seeking a results-oriented, operationally-focused System Support Engineer Lead to provide front-line technical support and troubleshooting for our tracking and video augmentation products.
Key Responsibilities:
* Lead a team of on-site support engineers, including scheduling, performance management, and team morale.
* Alert response from automated systems and internal users.
* Coordination of incident response for live disruption of services.
* Perform root cause analysis on incidents using Unix tooling, log analysis, and service debugging.
* Manage communication with key stakeholders.
* Design and implement robust alerting for all services tied to delivery of external services.
* Follow-up with engineering, operations, and account management groups.
* Participate in an on-call rotation that emphasizes eliminating repeating escalations.
Requirements:
* 5+ years of technical work experience.
* Experience with managing technical employees.
* Working evening, weekend, and holiday hours (around live sporting schedules).
* Operational experience with real-time systems under Service Level Agreements (SLAs).
* Experience configuring, diagnosing, and troubleshooting computer services in Windows or Unix environments.
* Critical thinking skills in software systems diagnosis under time pressure.
* A self-starter based on provided written documentation and training.
* An appetite to learn and grow from every incident.
* Process-orientation, creative problem-solving.
* A written communication style focused on concision, clarity, and clear next steps.
* Good documentation habits.
Preferred Qualifications:
* Bachelor's degree in Computer Science or related field.
* Basic knowledge of networking systems and hardware installation.
* Experience with scripting in languages like Python, Unix shell, or JavaScript/TypeScript.
* Experience with command line tools in Linux or Unix.
* Experience with log file analysis tools (Grep, Elasticsearch, Kibana, Grafana, Datadog).
* Experience with SQL.
* Familiarity with modern camera features: aperture, f-stop, ISO, HDR, frame-rate, depth of field, and focus.
* Experience working in live sports.
* Experience with cloud computing (e.g., Amazon Web Services).
* Availability to travel domestically and internationally.
About Us:
Second Spectrum is part of Genius Sports Group. We are proud to be an equal opportunity employer and recognize the benefits that a diverse and inclusive workforce bring to our business, our customers, and our staff.