Senior Technical Success Management Partner
About The Position
The Senior Technical Success Management Partner is a hands-on technical support and operations role within Sportradar’s global Client Services & Care organization. The position delivers advanced technical assistance, troubleshooting, and incident resolution for strategic and enterprise clients, helping maintain service continuity and timely operational support. It requires the ability to independently investigate complex issues across Sportradar products, platforms, APIs, and data services. The role works closely with regional L1/L2 Support, Technical Success Management, Product, and Engineering teams. Support is provided through scheduled shifts, including weekends, and covers live sports operations and peak client activity. The position is based in Las Vegas, Nevada, and the job posting describes it as shift-based without specifying an onsite, hybrid, or remote workplace arrangement.
Requirements
- At least 5 years of experience in support, application support, production support, or technical operations.
- Hands-on troubleshooting experience with APIs, software platforms, integrations, and data services.
- Good understanding of REST APIs, JSON, HTTP protocols, authentication, and networking fundamentals.
- Experience analyzing application logs, technical errors, monitoring dashboards, and system alerts.
- Ability to independently investigate complex technical issues in a fast-paced operational environment.
- Strong analytical and problem-solving skills with a practical, resolution-driven approach.
- Excellent technical communication skills, including direct client communication during incidents.
- Ability to work within a global support environment and collaborate across regional teams.
- Availability for scheduled shifts, including weekend coverage, aligned with operational requirements, sporting calendars, and client activity.
Nice To Haves
- Familiarity with SQL, API testing tools, and technical diagnostic utilities.
- Experience with incident and case management platforms, preferably ServiceNow and Jira.
- Experience with real-time data platforms, sports technology, or sports betting systems.
Responsibilities
- Provide advanced hands-on technical support for client-reported incidents, technical issues, and operational requests.
- Investigate and troubleshoot complex issues involving APIs, data feeds, product integrations, configurations, and system performance.
- Use monitoring tools, logs, dashboards, API requests, and other diagnostic systems to investigate technical issues.
- Identify root causes where possible, implement available operational resolutions, and coordinate corrective actions.
- Resolve technical issues independently within established procedures and support L1/L2 teams with complex investigations and escalations.
- Monitor operational support channels, client incidents, technical alerts, and service performance during assigned shifts.
- Investigate potential service disruptions, particularly during live sporting events.
- Take ownership of assigned incidents through diagnostics, escalation, and follow-through until resolution or structured handover.
- Coordinate with Product, Engineering, and other technical teams when specialist intervention is needed.
- Support authorized technical recovery procedures, operational workarounds, and service restoration activities.
- Maintain accurate incident documentation, escalation details, and structured handovers between regional teams.
- Provide scheduled shift coverage, including weekends, and technical support during major sporting events and peak client activity.
- Respond promptly to incidents and operational escalations during live sporting events, collaborating with global regional support teams.
- Communicate with clients about investigations, incident progress, resolutions, and service disruptions.
- Collaborate with support specialists and technical teams to resolve incidents and address recurring issues and operational improvements.
- Contribute to knowledge articles, troubleshooting procedures, and support documentation.
Benefits
- Comprehensive benefits package, subject to eligibility requirements.
- Performance bonus program, subject to eligibility requirements.
- Equity stock purchase, subject to eligibility requirements.
- 401k contribution, subject to eligibility requirements.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
