Product Support Analyst

Product Support Analyst

London UK - Hybrid (min. 1 day per week in office)

Permanent full-time

About TxODDS

TxODDS is a premier provider of ultra low-latency accurate odds data fast scores and innovative betting solutions for the global sports betting industry. With offices in London Chicago and Belgrade - and team members working worldwide - we deliver cutting-edge technology and data products that power some of the worlds top sportsbooks.

About the Role

Were looking for a Product Support Analyst to join our Client Services team. This is a customerfacing role that works closely with our Commercial Product Triage and Data Acquisition teams to ensure TxODDS delivers industryleading customer and product support. Youll be responsible for ensuring customers are responded to promptly and that service issues are resolved in a timely and effective manner. Youll support onboarding and integration monitor and maintain our products and services and manage troubleshooting escalation and communication as required.

Alongside supporting the full TxODDS product suite youll also develop into the Product Specialist for All Sported. In this capacity youll lead on triage support release and change management & customer communications. Youll liaise with customers and internal stakeholders - including Development Commercial and Operations - to help manage and support the product acting as the voice of the customer and helping to drive continuous improvement.

As our sports data and customers operate 24/7/365 the role includes participation in the Client Services rota and some outofhours work as well as occasional travel. A background in sports betting racing and customer integration/support is essential.

What Youll Do:

In this role youll take ownership of responsibilities that keep our products performing and our customers happy. Your day-to-day will include:

• Supporting customers through onboarding and integration helping them implement and use TXODDS products effectively.

• Providing secondline 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 postincident 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 outofhours work once fully trained.

What Youll Bring:

Were looking for someone with the experience curiosity and drive to thrive in a complex fast-paced product environment. Ideally youll have:

• Experience in sports betting and racing with strong understanding of odds racing workflows or related product domains. (Essential)

• Background in customer-facing product support technical support or similar roles.

• A proactive selfdirected 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 selfled 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.

What Youll Get From Us:

At TxODDS youll join a wellestablished growing business where people genuinely care about doing great work together. Client Services is a highimpact area for us and youll be right at the heart of how we support customers and shape their experience.

Youll work with people who are approachable curious and passionate about what they do - and youll have plenty of opportunities to learn contribute and take ownership as you grow. Our benefits package is competitive and tailored to your location and well take you through everything during the hiring process.

Interview Process

We like to keep things straightforward and respectful of your time. Most roles kick off with a friendly chat with the Talent Partner followed by a couple of team interviews to dive deeper into your experience and fit. Depending on the role there might be a short task or assessment - nothing scary just a chance to show us how you think. If you require any reasonable adjustments at any stage of the process just let us know and well be happy to accommodate.

Please note we use AI tools to record calls during the process. This helps us give you our full attention in the conversation and ensures we can review discussions accurately.

Equal Opportunities & Data Protection

TxODDS is an equal opportunities employer. We welcome applications from all backgrounds and are committed to creating an inclusive respectful workplace. If you require any adjustments during the recruitment process please let us know.

We take data protection seriously. Any personal information shared during the application process will be handled in line with applicable privacy laws.