Technical Support Engineer

We are looking for a Technical Support Engineer with excellent debugging, troubleshooting and communication skills in enterprise-grade applications. You will be part of an open and talented software team that works on mission-critical applications. The job will involve debugging, troubleshooting, and supporting Java based applications and thus an excellent knowledge of Java is must.

Responsibilities:

1. Resolve technical issues created by customers looking for help to understand or troubleshoot unexpected behaviours or answer technical questions about the games and applications.

2. Understand and troubleshoot solutions in a complex technical environment.

3. Multi-task in a fast-paced high-performance environment collaborating with multiple teams.

4. Maintain a professional demeanor and customer focus when handling complex issues.

5. Interact with our clients all over the globe on need basis

6. Debug and Provide RCA (Root Cause Analysis).

7. Document the investigation and create Major incident document and known error document. Further work to document existing knowledge in Knowledge articles.

8. Understand the code flow and application functions

9. Understand the queries given by the customer Support team.

10. Coordinate with internal teams to proactively identify the issues in the system.

11. Analyse and Identify service improvement items and design solution.

12. Support continuous improvement by investigating alternatives and technologies.

13. SLA adherence with respect to keeping clients happy.

14. Be an excellent team player and take responsibility for the Issue end to end.

Qualifications:

B.Tech/B.E, B.Sc.(Computer), BCA, MTech, MCA, MS/M.Sc.(Computer Science) or JAVA DeveloperRole:L2/L3 experience

Experience Required:

Skills Required:

1. Proven working experience in directly handling technical queries from customers and troubleshooting.

2. Experience in supporting services using back-end technologies.

3. Knowledge on writing Database queries.

4. Excellent programming skills with scripting language like Javascript and good understanding on how Restful webservices/APIs work.

5. Excellent debugging and troubleshooting skills.

6. Strong investigation skills using tools like Kibana or Splunk and Grafana.

7. Excellent written and verbal communication skills.

8. 2+ years of experience with enterprise software application support

9. Experience in writing quality Knowledge articles.

10. Experience with analysing the back-office reports.

11. Experience in pattern analysis and identifying the product improvement areas.

12. Willingness to work in shifts when needed

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WHAT WE OFFER

• Professional and personal development
• Opportunities to progress within a dynamic team.
• Close and collaborative colleagues

ABOUT US

We are a leading game developer providing player-favorites to the most successful global brands in the iGaming industry. Powering up new possibilities of play through one single API, we offer a multi-product portfolio of award-winning slots, live casino, bingo, virtual sports, sportsbook and more, available in all major regulated markets, languages and currencies.

Driven by a persistence to craft immersive experiences and responsible thrills, our professional team consistently delivers best-in-class services with a dedication to create games that players love time and time again.

OUR VALUES

PERSISTENCE

• We never give up and are determined to be the best at what we do.

RESPECT

• We value and respect our clients, their players, and our team members; promoting professionalism, integrity and fairness without compromise.

OWNERSHIP

• We take ownership of our work and consistently deliver in a reliable manner; always providing the highest level of quality.