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Technical Support Engineer (L2) (on-site / remote job opportunity, Gambling industry)

IT Camp’s client is ARRISE, software development and services company delivering end-to-end digital solutions for leading supplier of player-favourite content to the iGaming industry — Pragmatic Play. Headquartered in Gibraltar with offices around the world, including Malta, Romania, India, Canada and Bulgaria.

Team: over 4,000 talented individuals with decades of experience across multiple industries and professions, used to Agile methodology.
Location: on-site in Latvian or Bulgarian office or fully remote job.

This role is with the ARRISE group powering Pragmatic Play. Due the growth of the company is looking for Technical Support Engineer (L2).

Job mission: to provide excellent customer service and effective technical assistance to Operators and Account Managers; to troubleshoot and resolve technical issues related to the Product issues (bugs, reports issues, game issues, etc.); to report to the Support Shift Lead during the immediate shift and Support Team Lead directly.

— Respond to customer inquiries and support requests promptly and professionally, providing accurate up-to-date solutions to customers using step-by-step guidance and instructions to resolve technical problems.
— Document and track customer interactions (issues, resolutions, follow-up actions), using a ticketing system or CRM software.
— Identify, troubleshoot, and resolve technical issues, as well as to assist in product testing, bug tracking, and providing feedback to the development team.
— Collaborate with cross-functional teams, such as developers or product managers, to escalate and resolve complex technical issues.
— Keep up to date with the latest trends, technologies, and updates related to the supported products or services.
— Help Support peers with day-to-day tasks and professional development by sharing knowledge.

— Bachelor’s degree in Information Technology or a related field.
— Proven experience in technical support or a related role.
— Customer-oriented mindset.
— Familiarity with monitoring tools (ex. Grafana, Kibana, Zabbix, Prometheus, Icinga).
— Experience with ELK Stack (Elasticsearch, Logstash, Kibana), Graylog, or Splunk.
— Proficiency in using ticketing systems, CRM software, and other support tools like ITIL, Jira, or ServiceNow (incident identification, prioritization, escalation, and resolution).
— Proficiency in working with RDBMS such as Oracle, MySQL, PostgreSQL, Microsoft SQL Server, or SQLite.
— Proficiency in writing SQL queries, creating and modifying database schemas, and performing data manipulation operations.
— Basic knowledge of database security principles and best practices.
— Understanding data governance principles, data quality management, and compliance requirements (e.g., GDPR, HIPAA).
— Understanding the principles of good API design (RESTful APIs, HTTP methods, JSON, XML) and security practices, as well as skills in testing APIs (via Postman, Newman).
— Familiarity with network protocols such as TCP/IP, DNS, DHCP, SNMP, ICMP, and routing protocols (e.g., OSPF, BGP).
— Proficiency in configuring network devices like routers, switches, firewalls, and access points, including setting up IP addressing, configuring VLANs, access control lists (ACLs), and implementing security measures.
— The ability to identify and resolve network issues (Wireshark, ping, traceroute, and netstat).
— Knowledge of network security principles and practices (firewall configuration, VPNs, intrusion detection systems (IDS), and secure network design).
— 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.
— 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.
— English language knowledge (reading/writing/speaking) — min Intermediate level.

Will be considered as advantage:
— Basic programming or scripting knowledge.
— Knowledge of key performance indicators (KPIs) and metrics for various IT systems (e.g., servers, databases, applications, networks) health and performance monitoring.
— Knowledge of NoSQL Databases like MongoDB, Redis, or Elasticsearch.

Company offers:
— Being a part of a successful international team focused on excellence in product development.
— Opportunity to work whether in an office or remote.
— Paid vacation and sick leaves.
— Individual health insurance coverage.
— Financial compensation for sports activities (gym membership).
— Free English language training.
— Career development reviews.
— Salary up to 3500 EUR gross, depending on skills and experience.

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