RNG Technical Support Engineer (L2)
Description
About Us:
ARRISE is a leading supplier of player-favorite content to the iGaming industry. We provide end-to-end digital solutions as a software development and services company. With headquarters in Gibraltar and offices across Malta, Romania, India, Canada, and Bulgaria, our global team of over 4,000 professionals combines decades of experience across various industries. Our diverse and talented team is dedicated to delivering excellence and innovation in every project.
This role is with ARRISE.
The Role:
As an RNG Technical Support Engineer (L2) at ARRISE, your primary responsibility is to provide exceptional customer service and technical assistance to Operators and Account Managers. You will troubleshoot and resolve technical issues related to product bugs, reports, and game issues, aiming to ensure customer satisfaction and minimize downtime through effective solutions.
Reporting to the Support Shift Lead during your shift and the Support Team Lead directly, you will play a crucial role in maintaining the operational efficiency of our services.
Primary Responsibilities:
- Customer Support: Respond promptly and professionally to customer inquiries and support requests.
- Issue Resolution: Identify, troubleshoot, and resolve technical issues faced by Operators or their clients.
- Guidance: Provide step-by-step instructions to customers for resolving technical problems.
- Collaboration: Work with cross-functional teams, such as developers or product managers, to escalate and resolve complex issues.
- Documentation: Document and track customer interactions, issues, resolutions, and follow-up actions using ticketing systems or CRM software.
- Research: Conduct research to provide accurate and up-to-date solutions to customers.
- Knowledge Update: Stay current with trends, technologies, and updates related to supported products or services.
- Product Testing: Assist in product testing, bug tracking, and provide feedback to the development team.
- Peer Support: Help peers with day-to-day tasks and professional development by sharing knowledge.
- Additional Duties: Perform other duties as delegated by the Support Manager, Head of Support, or the Employer.
Proficiency Requirements:
- Education: Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
- Experience: Proven experience in technical support, customer service, or a related role.
- Skills: Strong problem-solving and analytical skills, with the ability to diagnose and resolve technical issues.
- Communication: Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical individuals.
- Tools: Proficiency in using ticketing systems, CRM software, and other support tools.
- Technical Knowledge: Familiarity with hardware, software, operating systems, and networking concepts. Basic programming or scripting knowledge is a plus.
- Work Style: Ability to work independently and as part of a team in a fast-paced environment. Strong time management and organizational skills.
Hard Skills:
- Monitoring Skills: Familiarity with tools like Grafana, Kibana, Zabbix, Prometheus, and Icinga. Understanding of KPIs, metrics, and log analysis tools such as ELK, Graylog, or Splunk. Basic knowledge of incident management processes and tools like ITIL, Jira, or ServiceNow.
- Database Skills: Proficiency in RDBMS like Oracle, MySQL, PostgreSQL, Microsoft SQL Server, or SQLite. Strong SQL skills and familiarity with NoSQL databases. Basic knowledge of database security, governance, and compliance.
- API Skills: Understanding of API design principles, security practices, and testing tools like Postman.
- Network Skills: Knowledge of network topologies, protocols, and components. Proficiency in configuring network devices and resolving network issues. Understanding of network security principles and practices.
We Offer:
- International Team: Join a successful international team focused on excellence in product development.
- Flexible Work: Opportunity to work in the office or remotely.
- Compensation: High-level compensation with regular performance-based reviews.
- Benefits: Paid vacation and sick leaves, individual health insurance coverage, gym membership, and a referral program for employees.
If you're passionate about technical support and eager to contribute to a dynamic team, we encourage you to apply. We look forward to finding the right candidate to join our innovative and driven team!