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