Senior Technical Success Management Partner

This is a hands-on technical support and operations role responsible for delivering advanced technical assistance, troubleshooting, and incident resolution for clients. Operating within the global Client Services & Care organisation, the role focuses on maintaining service continuity, resolving technical and operational issues, and ensuring timely operational support for strategic and enterprise clients. It requires strong technical expertise, analytical troubleshooting capabilities, and the ability to independently investigate complex issues across products, platforms, APIs, and data services.

• 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, performing diagnostics using monitoring tools, logs, dashboards, API requests, and other diagnostic systems.
• Identify root causes where possible, implement available operational resolutions, coordinate corrective actions, resolve technical issues independently within established operational procedures, minimising unnecessary escalations to Product and Engineering
• And support L1/L2 teams with complex technical investigations and escalations requiring deeper product expertise.
• Actively monitor operational support channels, client incidents, technical alerts, and service performance during assigned shifts, including during live sporting events and peak client activity.
• 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, and support technical recovery procedures, operational workarounds, and service restoration activities where authorised.
• Ensure accurate incident documentation, escalation details, and structured handovers between regional teams.
• Communicate directly with clients regarding investigations, incident progress, and resolution, providing 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, and contribute to knowledge articles, troubleshooting procedures
• And support documentation.
• Provide technical support coverage through scheduled shifts, including weekends, aligned with operational and client requirements, 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, and provide advanced technical diagnostics and direct operational assistance during high-impact sporting events.

• 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 analysing application logs, technical errors, monitoring dashboards, and system alerts.
• Experience working with incident and case management platforms.
• 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.
• Comfortable working within a global support environment and collaborating across regional teams.

• Familiarity with SQL, API testing tools, and technical diagnostic utilities.
• Experience with ServiceNow and Jira.
• Experience with real-time data platforms, sports technology, or sports betting systems.

• Shift-based working model, including scheduled weekend coverage.
• Shift schedules are aligned with operational requirements, sporting calendars, and client activity.
• Operates as part of Sportradar's global Client Services & Care support structure, ensuring continuity through collaboration and structured handovers across regions.

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

We're the world's leading sports technology company, at the intersection between sports, media, and betting.