Engineering Head of Technical Support

Sporting Risk Limited operates within the gaming and media sectors, leveraging predictive modelling powered by a data science team and extensive tech operations to provide innovative price feeds and content. The company originated from a betting syndicate and has expanded from football to US sports, offering a wide range of sports pricing and content. The role is fully remote with opportunities to travel to the London head office and company offsite meetings.

• Proficiency in Python and JavaScript.
• Experience with API endpoints, Java, and integrations with external providers and clients.
• Ability to lead and scale a technical support or client services team.
• Skilled in designing support processes, SLAs, and escalation pathways.
• Strong communication skills to translate technical issues for clients and actionable feedback for engineering.
• Experience with monitoring integration health and proactively managing risks.
• Familiarity with messaging technologies, specifically RabbitMQ.

Nice to have:

• Experience with AWS.
• Knowledge or interest in AI technologies.

• Own and lead all client integration projects end-to-end from technical scoping and onboarding through testing, go-live, and post-launch support.
• 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.
• 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 such as integration guides, client query playbooks, FAQs, and process/swimlane diagrams.
• Monitor the health of live integrations, proactively identifying risks before they cause client-impacting incidents.
• Collaborate with CTO and engineering leadership to inform the product and platform roadmap using client and operational insights.
• Support commercial and sales teams during pre-sales by scoping technical integration requirements for prospective clients.
• Ensure consistent, high-quality communication with clients via Slack, email, and calls, managing client expectations during incidents.
• Quickly adapt to internal processes and system architecture; experienced with API endpoints and Java integrations.