Supporting customers through onboarding and integration, helping them implement and use TXODDS products effectively.
Providing second‑line product support, including incident management, investigation, escalation, and customer communication.
Monitoring dashboards, alerts, and service performance to ensure accurate, timely data delivery across TXODDS products.
Monitoring and validating sports data (including racing and odds accuracy), identifying anomalies or missing information, and resolving issues quickly.
Acting as the All Sported product specialist, leading release/change management, customer communications, documentation, and internal training.
Coaching and supporting Triage colleagues to ensure tickets across all service desks are handled efficiently.
Working closely with developers and internal stakeholders to diagnose root causes and represent customer needs.
Contributing to post‑incident reviews and identifying improvements across processes, tools, and workflows to strengthen change management, product governance, and Client Services.
Creating and maintaining documentation, user guides, knowledge base articles, and internal training materials.
Participating in the Client Services rota, including a weekend day and occasional out‑of‑hours work once fully trained.

Experience in sports betting and racing, with strong understanding of odds, racing workflows, or related product domains.
Background in customer-facing product support, technical support, or similar roles.
A proactive, self‑directed mindset
able to learn independently, dig into complex products, and troubleshoot issues confidently.
A willingness to embrace a steep learning curve
our products are complex and varied, and success requires ongoing, self‑led learning.
Excellent communication skills, with the ability to explain technical information clearly to both customers and internal teams.
Strong problem-solving skills and the ability to manage conflicting priorities in a busy environment.
A collaborative approach, working well with Triage, Product, Development, Commercial, and wider stakeholders.
Nice to have: Experience using Grafana, Kibana, and monitoring dashboards.
Jira / Confluence (or any ticketing platform).
Comfort with command line tools and basic scripting/curl queries.
Technical documentation authoring.

Product Support Analyst

Key skills