Technical Support Engineer (L2)

Location: Hyderabad, India

Reports to: Line Manager in the Organization

Department: Customer Onboarding

Type of Position: Full Time (on-site)

About us:

Arrise Solutions (powering PragmaticPlay) is a leading content provider to the iGaming and Betting Industry, offering a multi-product portfolio that is innovative, regulated and mobile-focused. Pragmatic Play 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.

Job Description:

We are looking for a Technical Support Engineer with excellent debugging, troubleshooting and communication skills in enterprise-grade applications. You will be part of an open and talented software team that works on mission-critical applications. The job will involve debugging, troubleshooting, and supporting Java based applications and thus an excellent knowledge of Java is must.

Responsibilities:

• Resolve technical issues created by customers looking for help to understand or troubleshoot unexpected behaviours or answer technical questions about the games and applications.
• Understand and troubleshoot solutions in a complex technical environment.
• Multi-task in a fast-paced high-performance environment collaborating with multiple teams.
• Maintain a professional demeanor and customer focus when handling complex issues.
• Interact with our clients all over the globe on need basis
• Debug and Provide RCA (Root Cause Analysis).
• Document the investigation and create Major incident document and known error document. Further work to document existing knowledge in Knowledge articles.
• Understand the code flow and application functions
• Understand the queries given by the customer Support team.
• Coordinate with internal teams to proactively identify the issues in the system.
• Analyse and Identify service improvement items and design solution.
• Support continuous improvement by investigating alternatives and technologies.
• SLA adherence with respect to keeping clients happy.
• Be an excellent team player and take responsibility for the Issue end to end.
  
  
  

Qualifications:

B.Tech/B.E, B.Sc.(Computer), BCA, MTech, MCA, MS/M.Sc.(Computer Science) or JAVA DeveloperRole:L2/L3 experience

Experience Required: Minimum 2 Years

Skills Required:

• Proven working experience in directly handling technical queries from customers and troubleshooting.
• Experience in supporting services using back-end technologies.
• Knowledge on writing Database queries.
• Excellent programming skills with scripting language like Python and good understanding on how Restful webservices/APIs work.
• Excellent debugging and troubleshooting skills.
• Strong investigation skills using tools like Kibana or Splunk and Grafana.
• Excellent written and verbal communication skills.
• 2+ years of experience with enterprise software application support
• Experience in writing quality Knowledge articles.
• Experience with analysing the back-office reports.
• Experience in pattern analysis and identifying the product improvement areas.
• Willingness to work in shifts when needed
  
  
  

What We Offer

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

About Us

We are a leading game developer providing player-favorites to the most successful global brands in the iGaming industry. Powering up new possibilities of play through one single API, we offer a multi-product portfolio of award-winning slots, live casino, bingo, virtual sports, sportsbook and more, available in all major regulated markets, languages and currencies.

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

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.