Role overview
Job Summary
We are seeking a skilled Technical Support Engineer to join our 24/7 dynamic team.
As a Technical Support Engineer, you will play a critical role in ensuring our stakeholders receive exceptional technical assistance and support. You will be responsible for identifying and diagnosing technical issues, providing product guidance, and offering top-notch customer service.
Main Responsibilities
Monitor and oversee all software, live casino studio, and compliance incidents proactively, ensuring timely response and resolution within contracted SLAs.
Be part of fire, health and safety team, especially during out of office hours.
Perform spot checks of our releases and games on production.
Collaborate with cross-functional teams, including IT, DevOps, software developers, live casino operations, and other relevant departments.
Act as the primary point of contact for critical incidents, facilitating communicationand coordination between various stakeholders and operators.
Maintain a knowledge base of post-incident reviews (PIRs) to evaluate the effectiveness of incident response for future reference and identify areas for improvement.
Identify and document known errors to ensure they are fixed.
Build internal knowledge base and self-support articles to help in acting faster on future incidents.
Follow escalation procedures to report issues directly other internal support teams where a resolution is not immediately possible.
Prioritize tickets from Jira Service Management based on the severity of theproblem.
Log and escalate any Responsible Gambling issues to operators.
Refund any unsettled bets to the affected operators.
Carry out any other ad hoc duties that might be requested from time to time according to the Company’s exigencies.
Requirements
University Diploma or Degree in a related ICT area of specialization, or a minimum of
2 years of experience in a similar role.
Possession of ITIL v4 Foundation is a plus.
Experience in application management and incident & problem management.
Your analytical, problem-solving, and communication skills are exceptional.
Basic application and network troubleshooting skills.
Understanding of IT environments, including Virtualization, Application Servers, APIs and monitoring tools like ELK, Prometheus and Grafana or similar monitoring tools.
Willing to work shifts including weekends, in a 24/7/365 environment
Skills & perks
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