Application Support Specialist

Application Support Specialist

Department: 61-458 - Technology - Live Operations

Employment Type: Full Time

Location: UK - Leeds

Reporting To: Connor Rose

Description

Why Join DAZN? DAZN is transforming the way fans experience live sport. Streaming over 40 different sports from more than 300 leagues to millions of users in over 200 countries, we are one of the fastest-growing sports media companies in the world. Behind this seamless delivery is our Application Support team - the first line of defence ensuring our services are always available, responsive, and delivering the best possible user experience.

This is your chance to be part of a central operations team that keeps DAZN running 24x7. You'll gain unique insight into the inner workings of a global OTT platform and play a key role in delivering content from stadium to screen. If you thrive in high-pressure environments, love live sport, and are naturally curious and detail-oriented, this is the role for you.

The Role: As an Application Support Specialist, you'll be part of a team providing 1st line support for all DAZN platforms globally. Monitoring live sports content, critical user journeys, and playback systems, you'll identify, triage, and escalate issues to ensure swift resolutions. You'll also be at the forefront of live event readiness, monitoring KPIs and platform performance using state-of-the-art tools - 24 hours a day, 7 days a week, 365 days a year.

What You'll Be Doing:

• Provide 24x7 application support, including proactive platform monitoring and incident management
• Carry out Level 1 triage for customer-impacting issues and escalate as necessary
• Monitor live and pre-live events, performing health checks to ensure content availability and quality
• Maintain clear, accurate incident logs and communicate effectively with internal stakeholders
• Use service management tools (e.g. ServiceNow) to manage tickets and workflows
• Analyse incidents and platform behaviour to identify root causes and suggest improvements
• Support continuous improvement of operational runbooks, processes, and SOPs
• Build strong knowledge of OTT, live streaming architecture, and metadata workflows
• Be a key escalation point for major incidents, ensuring issues are tracked, prioritised, and resolved rapidly

What You'll Bring:

• Prior experience in a technical support or incident response role, ideally in a live operations environment
• Familiarity with KPIs that reflect service health and customer experience
• Proficiency using service desk tools like ServiceNow or similar ticketing systems
• Excellent troubleshooting and data analysis skills with a proactive approach
• Ability to multitask and remain calm under pressure during critical incidents
• Strong communication skills for stakeholder updates and internal escalations
• High attention to detail for monitoring, reporting, and documenting issues
• Willingness to work in rotating shifts, including nights, weekends, and holidays

Benefits

Benefits include access to DAZN, 25 days' annual leave (increasing by 3 days after 3 years), private medical insurance, life assurance, pension contributions up to 5%, family friendly community including enhanced parental leave, electric vehicle benefit option, free access for you and one other to our workplace mental health platform app (Unmind), learning and development resources, opportunity for flexible working, and access to our internal speaker series and events.