Senior Technical Success Management Partner

About the role

• Senior Technical Success Partner (US Operations)
• Location: Las Vegas, Nevada, USA
• Department: Client Services & Care
• Working Model: Shift-based, including weekends

Role Overview

The Senior Technical Success Management Partner is a hands-on technical support and operations role responsible for delivering advanced technical assistance, troubleshooting, and incident resolution for clients.

Operating within Sportradar's global Client Services & Care organization, the role focuses on maintaining service continuity, resolving technical/operational issues, and ensuring timely operational support for our strategic and enterprise clients.

The position requires strong technical expertise, analytical troubleshooting capabilities, and the ability to independently investigate complex issues across Sportradar's products, platforms, APIs, and data services.

Working closely with regional L1/L2 Support, Technical Success Management, Product, and Engineering teams, the Senior Specialist provides advanced technical support through scheduled shifts, including weekends, supporting our clients and live sports operations.

Key ResponsibilitiesTechnical Support & Troubleshooting

• Provide hands-on advanced technical support for client-reported incidents, technical issues, and operational requests.
• Investigate and troubleshoot complex issues related to APIs, data feeds, product integrations, configurations, and system performance.
• Perform technical diagnostics using monitoring tools, logs, dashboards, API requests, and other available diagnostic systems.
• Identify root causes where possible, implement available operational resolutions, and coordinate corrective actions.
• Resolve technical issues independently within established operational procedures, minimizing unnecessary escalations to Product and Engineering.
• Support L1/L2 teams with complex technical investigations and escalations requiring deeper product expertise.

Incident Management & Operational Support

• Actively monitor operational support channels, client incidents, technical alerts, and service performance during assigned shifts.
• Identify and investigate potential service disruptions, particularly during live sporting events.
• Take technical ownership of assigned incidents, ensuring timely diagnostics, escalation, and follow-through until resolution or structured handover.
• Coordinate with Product, Engineering, and other technical teams when issues require specialist intervention.
• Support technical recovery procedures, operational workarounds, and service restoration activities where authorized.
• Ensure accurate incident documentation, escalation details, and structured handovers between regional teams.

Live Sports & Weekend Operations

• Provide technical support coverage through scheduled shifts, including weekends, aligned with operational and client requirements.
• Actively monitor and support technical operations during major sporting events and peak client activity.
• Respond promptly to technical incidents and operational escalations during live sporting events.
• Collaborate with global regional support teams to maintain operational continuity and efficient incident handling.
• Provide advanced technical diagnostics and direct operational assistance during high-impact sporting events.

Client Communication & Collaboration

• Communicate directly with clients regarding investigations, incident progress, and resolution.
• Provide clear, accurate, and timely technical updates during service disruptions.
• Work closely with L1/L2 Support and other Technical Success specialists to accelerate incident resolution.
• Collaborate with Product and Engineering teams on recurring technical issues and operational improvements.
• Contribute to knowledge articles, troubleshooting procedures, and support documentation.

Qualifications & Experience

• 5+ years of experience in support, application support, production support, or technical operations.
• Strong 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.
• Familiarity with SQL, API testing tools, and technical diagnostic utilities is an advantage.
• Experience working with incident and case management platforms, preferably ServiceNow and Jira.
• Ability to investigate complex technical issues independently 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.
• Experience with real-time data platforms, sports technology, or sports betting systems is a strong advantage.
• Comfortable working within a global support environment and collaborating across regional teams.

Working Hours & Shift Requirements

• This is a shift-based support position, including scheduled weekend coverage.
• Shift schedules are aligned with operational requirements, sporting calendars, and client activity.
• The role operates as part of Sportradar's global Client Services & Care support structure, ensuring continuity through collaboration and structured handovers across regions.

Compensation & Benefits

Competitive salary and benefits, aligned with experience, role requirements, and applicable company policies.

Additional Information

Sportradar intends to offer the selected candidate base pay within this range, dependent on job-related, non-discriminatory factors including but not limited to experience, qualifications, and location. Base pay is just one component of the Total Rewards that Sportradar provides to compensate and recognize employees for their work. Sportradar offers best-in-class benefits such as a comprehensive benefits package, performance bonus program, equity stock purchase and 401k contribution. Please consult with your recruiter to learn more as all benefits are subject to eligibility requirements.

At Sportradar, we celebrate our diverse group of hardworking employees. Sportradar is committed to ensuring equal access to its programs, facilities, and employment opportunities. We encourage you to apply even if you only meet most of the requirements (but not 100% of the listed criteria) - we believe skills evolve over time. If you're willing to learn and grow with us, we invite you to join our team!