Technical Support Engineer

ABOUT US

Arrise Solutions (India) Pvt. Ltd. is a leading content provider to the iGaming and Betting Industry, offering a multi-product portfolio that is innovative, regulated and mobile-focused. Arrise Solutions (India) Pvt. Ltd. strives to create the most engaging and evocative experience for customers globally across a range of products, including slots, live casino, sports betting, virtual sports and bingo.

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

WHAT WE OFFER

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

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

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.

Roles & Responsibilities

• Diagnose, troubleshoot, and debug complex technical issues as an L2 Support Engineer (must-have).
• Perform detailed Root Cause Analysis (RCA) and prepare clear, actionable reports (must-have).
• Work with SQL databases to run queries, analyze data, and support issue resolution (basic to intermediate SQL proficiency).
• Utilize monitoring & logging tools such as Grafana, Kibana, Splunk, ELK, Prometheus, and Datadog.
• Work on ITSM platforms including Freshdesk, Jira, and ServiceNow for incident tracking and lifecycle management.
• Manage incidents, escalations, SLAs, KPIs, and drive continuous service quality improvement.
• Collaborate cross-functionally with QA, DB, Product, Engineering, and Account Management teams.
• Build dashboards/metrics, automate support tasks, and drive process optimization.
• Handle client communication, business impact analysis, and critical escalations professionally.
• Ensure strong adherence to ITIL practices across Incident, Problem, and Change Management.
• Participate in integrations and API-based troubleshooting (REST API familiarity).
• Demonstrate ownership, accountability, and effective conflict resolution in fast-paced environments.

Key Skills & Experience

• Experience Range:

  2–7 years in Technical/L2 Support or Application Support.
• Strong troubleshooting, debugging, analytical and problem-solving skills.
• Hands-on SQL querying & data analysis (joins, filters, aggregations).
• Good understanding of REST APIs (testing, logs analysis, integration workflows).
• Familiarity with logging, monitoring, ITSM platforms, and basic automation.
• Good programming/scripting knowledge in any language (e.g., Python, Java, Shell, JavaScript, etc.).
• Excellent communication, documentation, and stakeholder handling skills (must-have).
• Strong organizational, time-management, and critical thinking abilities.
• Adaptability to dynamic environments with quick decision-making.