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 world’s top sportsbooks.

About the Role

We’re looking for a Product Support Analyst to join our Client Services team. This is a customer‑facing role that works closely with our Commercial, Product, Triage and Data Acquisition teams to ensure TxODDS delivers industry‑leading customer and product support. You’ll be responsible for ensuring customers are responded to promptly and that service issues are resolved in a timely and effective manner. You’ll 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, you’ll also develop into the Product Specialist for All Sported. In this capacity, you’ll lead on triage support, release and change management & customer communications. You’ll 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 out‑of‑hours work, as well as occasional travel. A background in sports betting, racing, and customer integration/support is essential.

What You’ll Do:

In this role, you’ll 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 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.

What You’ll Bring:

We’re looking for someone with the experience, curiosity, and drive to thrive in a complex, fast-paced product environment. Ideally, you’ll 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, 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.

What You’ll Get From Us:

At TxODDS, you’ll join a well‑established, growing business where people genuinely care about doing great work together. Client Services is a high‑impact area for us, and you’ll be right at the heart of how we support customers and shape their experience.

You’ll work with people who are approachable, curious, and passionate about what they do - and you’ll have plenty of opportunities to learn, contribute, and take ownership as you grow. Our benefits package is competitive and tailored to your location, a