RNG Technical Support Engineer (L2)
DOU Polska
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Benefits offered by this job
Job summary
ARRISE is a leading iGaming service provider with global offices. We are seeking an RNG Technical Support Engineer to deliver excellent customer service and technical assistance to Operators and Account Managers. You will troubleshoot product issues, resolve bugs, and minimize downtime while collaborating with developers and product managers.
English proficiency and strong problem-solving are essential. You will join a fast-paced, growth-oriented team focused on delivering reliable support and
Qualifications
- Bachelor's degree in CS/IT or related field.
- Proven experience in technical support or customer service.
- Strong problem-solving and analytical skills.
- Excellent communication, both written and verbal.
- Proficiency with ticketing systems and CRM.
- Familiarity with hardware, software, operating systems, and networking.
- Basic programming or scripting knowledge is a plus.
- English level Intermediate or higher.
- Ability to work independently and in a fast-paced environment.
Responsibilities
- Respond to customer inquiries and support requests promptly and professionally.
- Identify, troubleshoot, and resolve technical issues faced by operators or their clients.
- Provide step-by-step guidance to customers to resolve technical problems.
- Collaborate with cross-functional teams to escalate and resolve complex issues.
- Document and track customer interactions using ticketing system or CRM.
- Conduct research to provide accurate and up-to-date solutions.
- Keep up to date with trends and updates related to supported products.
- Assist in product testing and bug tracking.
Skills
Education
Tools
Job description
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 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.
Be part of the future of iGaming with ARRISERS!
is primarily responsible for providing excellent customer service and technical assistance to Operators and Account Managers. They troubleshoot and resolve technical issues related to the Product issues (bugs, reports issues, game issues, etc.).
The primary goal of the Technical Support Engineer is to ensure customer satisfaction and minimize downtime by providing effective solutions. RNG Technical Support Engineer reports to the Support Shift Lead during the immediate shift and Support Team Lead directly. We are looking for passionate, innovative, results-oriented specialist with heart-deep commitment to success to be a part of our company.
- Respond to customer inquiries and support requests promptly and professionally.
- Identify, troubleshoot, and resolve technical issues faced by Operators or their clients.
- Provide step-by-step guidance and instructions to customers to resolve technical problems.
- Collaborate with cross-functional teams, such as developers or product managers, to escalate and resolve complex technical issues.
- Document and track customer interactions, including issues, resolutions, and follow-up actions, using a ticketing system or CRM software.
- Conduct research and gather information to provide accurate and up-to-date solutions to customers.
- Keep up to date with the latest trends, technologies, and updates related to the supported products or services.
- Assist in product testing, bug tracking, and providing feedback to the development team.
- Help Support peers with day-to-day tasks and professional development by sharing knowledge.
- RNG Technical Support Engineer also performs other duties as they deem necessary in the execution of their duties or duties as delegated by the Support Manager, Head of Support, or the Employer.
- Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
- Proven experience in technical support, customer service, or a related role.
- Strong problem-solving and analytical skills with the ability to diagnose and resolve technical issues.
- Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical individuals.
- Proficiency in using ticketing systems, CRM software, and other support tools.
- Familiarity with hardware, software, operating systems, and networking concepts.
- Basic programming or scripting knowledge is a plus.
- Ability to work independently and as part of a team in a fast-paced environment.
- Strong time management and organizational skills with the ability to prioritize tasks effectively.
- Customer-oriented mindset with a focus on providing exceptional service and satisfaction.
- English level Intermediate or higher.
- Familiarity with monitoring tools such as Grafana, Kibana, Zabbix, Prometheus, and Icinga is essential. It is critical to understand how these tools work and how to configure them to monitor various aspects of IT systems.
- Would be a plus to know key performance indicators (KPIs) and metrics for various IT systems (e.g., servers, databases, applications, networks). Understanding how to set thresholds and alerts for these metrics is necessary to monitor the health and performance of IT systems.
- Proficiency in log analysis using tools such as ELK (Elasticsearch, Logstash, Kibana), Graylog, or Splunk is valuable. Searching, filtering, and analysing log data to identify issues and trends is crucial for effective monitoring.
- Basic knowledge of incident management processes and tools such as ITIL, Jira, or ServiceNow is important. Understanding how to handle incidents, including incident identification, prioritization, escalation, and resolution, is crucial to ensure timely responses to issues.
- Proficiency in working with RDBMS such as Oracle, MySQL, PostgreSQL, Microsoft SQL Server, or SQLite. Understanding concepts like data modeling, tables, SQL querying, transactions, and indexing is essential.
- A strong understanding of SQL is crucial for working with relational databases. Proficiency in writing SQL queries, creating and modifying database schemas, and performing data manipulation operations (e.g., SELECT, INSERT, UPDATE, DELETE) is necessary.
- Would be a plus to know NoSQL Databases: Familiarity with NoSQL databases like MongoDB, Redis, or Elasticsearch. Understanding the different data models (e.g., document-oriented, key-value, columnar) and how to interact with these databases using their respective APIs or query languages.
- Basic knowledge of database security principles and best practices, including securing database access, encrypting sensitive data, implementing user roles and permissions, and auditing database activity.
- Understanding data governance principles, data quality management, and compliance requirements (e.g., GDPR, HIPAA) to ensure data integrity, privacy, and regulatory compliance.
- Understanding the principles of good API design is essential. Skills in designing RESTful APIs, including defining resource endpoints, HTTP methods, request/response formats (e.g., JSON, XML).
- Knowledge of API security practices, including authentication mechanisms like OAuth 2.0 or JSON Web Tokens (JWT), securing API endpoints using SSL/TLS, handling authorization and access control, and preventing common security vulnerabilities (e.g., cross-site scripting, injection attacks).
- Skills in testing APIs to ensure their functionality, reliability, and performance. Proficiency in using tools like Postman, and Newman, validating responses, and handling edge cases.
- Understanding network topologies, protocols, and components is essential for designing scalable, secure, and efficient networks. This includes knowledge of concepts like VLANs, subnets, routing, and network segmentation.
- Familiarity with network protocols such as TCP/IP, DNS, DHCP, SNMP, ICMP, and routing protocols (e.g., OSPF, BGP) is crucial. Understanding how these protocols function and interact enables effective network troubleshooting and optimization.
- Proficiency in configuring network devices like routers, switches, firewalls, and access points is important. This includes setting up IP addressing, configuring VLANs, access control lists (ACLs), and implementing security measures.
- The ability to identify and resolve network issues is critical. Skills in packet analysis using tools like Wireshark, knowledge of common network problems, and understanding of network diagnostic tools like ping, traceroute, and netstat are valuable.
- Knowledge of network security principles and practices is vital to protect networks from unauthorized access, threats, and vulnerabilities. This includes concepts like firewall configuration, VPNs, intrusion detection systems (IDS), and secure network design.
- Long-term employment.
- Flexible timetable.
- Comfortable working conditions.
- Paidvacationandsickleaves.
- English lessons, gym.
- Competitive salary level.
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