Account Support Specialist

About the Role#

When a venue deploys OZ VI Venue infrastructure, the relationship is just beginning. Venue operators need a reliable point of contact who understands their operations, coordinates technical support when issues arise, and helps them unlock new capabilities as the platform evolves.

This is an AI-First support role. You will use AI tools and automated monitoring to manage more venue relationships than traditional support teams handle. System health dashboards, SLO compliance alerts, and AI-assisted triage let you focus on high-value interactions instead of manual ticket processing. Every venue's operational data feeds the deployment flywheel, making the next venue's support easier.

As an Account Support Specialist, you will manage ongoing relationships with venue operators, monitor deployment health against published SLOs, coordinate between venue teams and OZ engineering when technical issues arise, and proactively identify opportunities to expand the value each venue gets from their OZ installation.

This is not a call center role. You will develop deep knowledge of each venue's configuration, operational patterns, and business objectives. You will understand the technical system well enough to triage issues, and you will know the venue's staff well enough to anticipate their needs before they ask.

What You Will Do#

• Serve as the primary point of contact for venue operators running OZ VI Venue deployments
• Monitor venue deployment health and SLO compliance, identifying and escalating issues before they impact operations
• Coordinate technical support between venue operators and OZ engineering teams in Nagpur and Reykjavík
• Conduct regular account reviews with venue stakeholders, reviewing performance data, discussing upcoming events, and planning capability expansions
• Maintain detailed account documentation: configuration records, support history, and venue-specific operational notes
• Identify expansion opportunities: additional camera positions, new Playbook configurations, data integrations with venue systems
• Contribute to the knowledge base by documenting common issues, resolution patterns, and venue best practices

What We Look For#

• 3+ years of experience in account management, customer success, or technical support coordination
• Strong written and verbal communication skills; you can translate between technical detail and business context
• Experience managing B2B relationships with multiple stakeholders at each account
• Ability to understand technical systems well enough to triage issues and coordinate resolution without needing to fix them yourself
• Structured approach to account management: regular touchpoints, documented follow-ups, proactive communication
• Comfort with AI tools for triage, reporting, and communication; you see them as force multipliers
• Comfort working across time zones with venue operators, field teams, and engineering in different locations

Nice to Have#

• Background in sports, broadcast, AV, or venue technology
• Experience with SLA/SLO monitoring and reporting
• Familiarity with IT infrastructure concepts (networking, hardware, video systems)
• Experience using CRM systems for account management and pipeline tracking
• Additional European languages (German, French, or Scandinavian languages)

What We Offer#

• Early-stage equity (ESOP), because you build the company and you own part of it
• Remote-flexible work with async-first culture across Silicon Valley, Reykjavík, Nagpur, and Dubai
• Annual learning budget for courses, certifications, and conferences
• Travel opportunities to visit venue sites and attend industry events
• Direct venue relationships: you will know the operators, understand their challenges, and see the impact of your work on match day
• A growing, high-impact team where your contributions are visible and your scope expands with the company