RNG Technical Support Engineer (L2)

ARRISE; Polska; Hybrid; PLN 70,000 - 110,000; Full time

Benefits offered by this job

International team

Flexible work

Competitive compensation

Health insurance

Gym membership

Referral program

Job summary

ARRISE is seeking an RNG Technical Support Engineer (L2) to provide exceptional customer service and technical assistance to Operators and Account Managers. You will troubleshoot product bugs, reports, and game issues, aiming to minimize downtime through effective solutions.

You will work with the Support Shift Lead and Support Team Lead to maintain operational efficiency, handle ticketing workflows, and contribute to knowledge sharing across the team. Remote-friendly with hybrid options.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Proven experience in technical support, customer service, or a related role.
• Strong problem-solving and analytical skills with ability to diagnose and resolve technical issues.
• Excellent verbal and written communication skills; ability to explain technical concepts to non-technical audiences.
• Proficiency with ticketing systems, CRM software, and other support tools.
• Familiarity with hardware, software, operating systems, and networking concepts; basic scripting knowledge is a plus.
• Ukrainian language proficiency is required.

Responsibilities

• Respond promptly and professionally to customer inquiries and support requests.
• Identify, troubleshoot, and resolve technical issues faced by Operators or their clients.
• Provide step-by-step instructions to customers for resolving technical problems.
• Collaborate with developers, product managers, and cross-functional teams to resolve complex issues.
• Document and track customer interactions, issues, resolutions, and follow-up actions in ticketing systems or CRM.
• Conduct research to provide accurate and up-to-date solutions for customers.
• Stay current with trends, technologies, and updates related to supported products or services.
• Assist in product testing and bug tracking, providing feedback to the development team.
• Support peers with day-to-day tasks and knowledge sharing.

Skills

Problem solving

Analytical skills

Communication

Teamwork

Ukrainian language

Education

Bachelor’s degree in Computer Science/Information Technology or related field

Tools

Grafana

Kibana

Zabbix

Prometheus

ELK/Graylog/Splunk

Jira

ServiceNow

Postman

MySQL

Oracle

Job description

About Us

ARRISE sets the benchmark for service delivery and excellence in the iGaming industry. Playing a key role in the success of its clients, which include Pragmatic Play, a brand relied upon by the world’s biggest online casinos for its cutting-edge products, ARRISE helps to deliver exceptional gaming experiences to millions of players worldwide. Our global team of over 6,000 talented and driven professionals are shaping the future of iGaming. Headquartered in Gibraltar, we have offices spanning Canada, India, the Isle of Man, Latvia, Malta, Romania, Serbia, Bulgaria, and the UAE, and more exciting destinations on the horizon.

At ARRISE, we take pride in creating growth opportunities at all levels, constantly investing in our people while welcoming new colleagues and forging strategic partnerships that open new opportunities for success. To achieve this, we bet on ourselves. We know that success is a collective effort, and our team is driven by ambition, collaboration, and a shared commitment to grow and succeed—while embracing every step of the journey.

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 elevate 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.
• Proficiency in Ukrainian (required).

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.