Engineering Head of Technical Support

As Sporting Risk's client base and product portfolio grow, we are looking for an Engineering Head of Technical Support to own the end-to-end technical relationship with our clients. This is a newly-defined role sitting at the intersection of client services, engineering and customer facing solutions. You will lead all client integrations from kick-off to go-live, own the resolution of technical and operational client queries, and be the primary point of escalation for anything client-facing that touches our systems, data feeds or APIs.

You will build and lead a growing technical support function, put in place scalable processes and documentation, and act as the trusted technical voice for clients such as major sportsbook operators, working closely with our engineering, dataops, client services, and data science teams. 

Sporting Risk leverages the predictive modelling of its data science team with an extensive tech operation to be a provider of innovative price feeds and content into companies operating within the gaming and media sectors.

The predictive modelling is powered by the most extensive and granular data available, internally collected by the company’s tech team and qualitative analysts. The heritage of the company lies in the expertise of a betting syndicate run by one of the founding partners, which the company powers the pricing for.

The company’s data collection and predictive modelling originated in football. In recent years this has extended into US sports, meaning the company now holds an extensive pricing, product and content portfolio across a range of sports. Fully remote role, with opportunities to travel to head office based in London, and offsite company meetings.

This role requires technical skills and proficiency. Fully remote role with opportunities to travel to London head office and company offsite meetings.

,[Own and lead all client integration projects end-to-end – from technical scoping and onboarding through to testing, go-live and post-launch support., Able to quickly and adopt to internal processes and system architecture. Experienced with API endpoints, JAVA, and integrations with external providers and clients. , Act as the primary escalation point for client-facing technical and operational issues, including price feed, API, data delivery and messaging (e.g. RabbitMQ) queries., Build, mentor and manage a technical support / client services team as the department scales., Design and maintain robust support processes, SLAs and escalation pathways for client queries, working closely with trading, engineering and commercial teams., Translate technical issues into clear, non-technical explanations for clients, and translate client feedback into actionable requirements for the engineering team., Own and continuously improve technical documentation: integration guides, client query playbooks, FAQs and process/swimlane diagrams., Monitor the health of live integrations, proactively identifying risks (e.g. delivery delays, timing/configuration mismatches) before they become client-impacting incidents., Work with the CTO and engineering leadership to feed client and operational insight into the product and platform roadmap., Support commercial and sales teams during the pre-sales process by scoping technical integration requirements for prospective clients., Ensure consistent, high-quality communication with clients across Slack, email and calls, and manage client expectations during incidents.] Requirements: Python, JavaScript, AWS, AI