RNG Technical Support Engineer (L2)

DOU; Wrocław; On-site; PLN 120,000 - 180,000; Full time

Job summary

ARRISE is seeking a diligent RNG Technical Support Engineer to deliver exceptional customer service and technical assistance to Operators and Account Managers. You will troubleshoot issues related to product bugs, reports, and game concerns, aiming to minimize downtime and maximize customer satisfaction.

You will work with cross-functional teams, document resolutions in CRM systems, and stay current with the latest IT trends.

Qualifications

• Experience in technical support or a related role.
• Strong problem-solving and analytical skills.
• Excellent written and verbal English communication.
• Proficiency with ticketing systems and CRM tools.
• Knowledge of hardware, software, operating systems, and networking.
• Basic programming or scripting knowledge is a plus.

Responsibilities

• Respond to customer inquiries promptly and professionally.
• Identify, troubleshoot, and resolve technical issues.
• Provide step-by-step guidance to customers to resolve problems.
• Collaborate with cross-functional teams to resolve complex issues.
• Document interactions in a ticketing system or CRM.
• Stay up-to-date with product updates and tech trends.
• Support product testing and bug reporting.
• Assist teammates and share knowledge.

Skills

Customer service

Technical troubleshooting

English communication

Independent work

Education

Bachelor's degree in CS/IT

Tools

Grafana

Kibana

Zabbix

Prometheus

Icinga

Jira

ServiceNow

SQL

Job description

About us:

ARRISEsets 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 itscutting-edgeproducts, 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.

RNG Technical Support Engineer

is primarily responsible forprovidingexcellent customer service and technicalassistanceto Operators and Account Managers. They troubleshoot and resolve technical issues related to the Product issues (bugs,reportsissues, game issues, etc.).

The primary goal of the Technical Support Engineer is to ensure customer satisfaction and minimize downtime byprovidingeffective solutions. RNG Technical Support Engineer reports to the Support Shift Lead during the immediate shift and Support Team Lead directly.We are looking forpassionate, innovative, results-oriented specialist withheart-deep commitment to success to be a part of our company.

Primary responsibilities:

• Respond to customer inquiries and support requests promptly and professionally.

• Identify, troubleshoot, and resolve technical issues faced by Operators or their clients.

• Providestep-by-step guidance and instructions to customers to resolve technical problems.

• Collaborate with cross-functional teams, such as developers or product managers, to elevate 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 toprovideaccurateand up-to-date solutions to customers.

• Keep up to date with the latest trends, technologies, and updates related to the supported products or services.

• Assistin product testing, bug tracking, andprovidingfeedback 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 theydeemnecessary in the execution of their duties or duties as delegated by the Support Manager, Head of Support, or the Employer.

Proficiencyrequirements:

• 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.

• Proficiencyin 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 onprovidingexceptional service and satisfaction.

• English level Intermediate or higher.

Hard skills

Monitoring skills:

• Familiarity with monitoring tools such as Grafana, Kibana, Zabbix, Prometheus, andIcingais essential. It is critical to understand how these tools work and how to configure them tomonitorvarious aspects of IT systems.

• Wouldbe 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 tomonitorthe health and performance of IT systems.

• Proficiencyin log analysis using tools such as ELK (Elasticsearch, Logstash, Kibana),Graylog, or Splunk is valuable. Searching, filtering, andanalysinglog data toidentifyissues 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 ensuretimelyresponses to issues.

Database skills:

• Proficiencyin 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.Proficiencyin writing SQL queries, creating andmodifyingdatabase schemas, and performing data manipulation operations (e.g., SELECT, INSERT, UPDATE, DELETE) is necessary.

• Wouldbe 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.

API skills:

• 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, handlingauthorizationand 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.Proficiencyin using tools like Postman, and Newman,validatingresponses, and handling edge cases.

Network skills:

• 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.

• Proficiencyin 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 toidentifyand 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 likefirewallconfiguration, VPNs, intrusion detection systems (IDS), and secure networkdesign.

Company offers:

• Long-term employment.

• Flexible timetable.

• Comfortable working conditions.

• Paidvacationandsickleaves.

• English lessons, gym.

• Competitive salary level.