Bingo Technical Support Engineer; L2

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 talented and driven professionals is 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! See a job that excites you? Apply now, and our friendly recruitment team will connect with you soon. Your journey starts here!

The role 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 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 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 Service Now is important. Understanding how to handle incidents, including incident identification, prioritization, escalation, and…