Technical Support Assistant Needed for Sports AI Platform During Live Basketball Games

We are looking for a reliable technical support assistant to provide on-call support for a sports AI platform used during live basketball games. Our platform provides Commentary Intelligence for a major basketball league. During live game windows, we need someone available as the first point of contact if something goes wrong with the platform. This is not a sales, calling or general admin role. It is an on-demand technical support role during game periods. ## Role overview You will be responsible for monitoring support channels during live games and responding quickly if there is an issue. The right person should be comfortable with basic technical troubleshooting and be able to follow a clear SOP. You do not need to be a senior developer, but you do need enough technical ability to understand platform issues, API/data connection problems, login/access issues and basic system errors. ## Examples of issues you may need to help with * Platform not loading * User unable to log in or access the system * Live feed or data not appearing correctly * API connection dropping or not refreshing * A game feed not coming through * A page or feature crashing * Basic platform troubleshooting * Escalating more complex technical issues to our development team * Keeping the client informed while an issue is being resolved ## What you will do * Be available during agreed live game windows * Monitor support channels such as WhatsApp, phone, email or Slack * Respond quickly and professionally if contacted * Follow an SOP to troubleshoot common issues * Check whether platform/API/data feeds are functioning * Escalate technical problems to our internal team when needed * Log issues, actions taken and outcomes * Provide a short summary after each game window if anything occurred ## Availability required The role will mainly cover games from **Thursday to Sunday** during the basketball season. There are usually around **4 to 5 games per week**. This is an on-call role, so you may not be actively working the whole time. However, you must be available and responsive during agreed game windows in case support is needed. ## Required skills * Reliable and responsive * Strong written and spoken English * Comfortable with basic technical troubleshooting * Able to follow SOPs and escalation steps * Experience with SaaS, web platforms or help desk support * Comfortable checking platform status, feeds, dashboards or API-related issues * Calm under pressure * Professional when dealing with client-facing support * Available during evenings and weekends if required ## Preferred experience * Technical VA work * SaaS support * Help desk support * Live event support * API or data-feed troubleshooting * Website/platform support * Sports, media or broadcast support ## Important We are not looking for someone to build the platform from scratch or act as a full-time developer. However, this person must have enough technical capability to understand when something has broken, follow troubleshooting steps, attempt basic fixes where possible, and escalate clearly to our development team when required. ## Training provided We will provide training on: * How the platform works * Common issues * Support process * Escalation pathway * SOPs and troubleshooting checklist * Game-day support expectations * Client communication templates ## Engagement structure We are open to discussing the best structure, but this will likely be: * Fixed weekly/monthly availability fee during the season * Plus call-out or issue-based support if required * Or a part-time arrangement with guaranteed availability during game windows Please include in your application: 1. Your technical support experience 2. Your availability Thursday to Sunday 3. Your experience with SaaS platforms, APIs or live data feeds 4. Your hourly or monthly rate 5. Any examples of similar on-call support roles you have handled