Technical Support Engineer

We are looking for a new Technical Support Engineer, with a real passion for technology and problem solving, and with the gift of bringing order to chaos, to join our SlotMatrix RGS team.
SlotMatrix RGS brings together creative game developers and online casino operators to leverage original and ready to market content from all over the world and supplies for today’s market demand for originality.
Remote gaming servers (RGS) are the engine that powers online gaming. These are the developer’s servers that host game logic, and it is the servers players interact with when gaming through third-party gaming platforms to determine the result, win or lose, on each play.

Job description:

  • Receive all incidents reported by the Account Managers
  • Receive all incidents reported by developers
  • Register and prioritize all incidents according to internal procedures
  • Investigate and assess technical problems, submitting them to the relevant teams when necessary
  • Negotiate with the appropriate parties the timeframe and resources necessary to solve each incident
  • Make sure the incident is handled in accordance with its urgency and priority (if the case, make sure it’s included in the appropriate Sprint)
  • Follow up on each incident to make sure it is solved correctly and in a timely manner
  • After the incident is reported as solved, test (where possible) to confirm
  • Inform the teams that reported the incident that it was solved
  • Handles reports, JIRA updates and any other related task
  • Document internal processes and products

Requirements:

  • 2 years’ experience in an IT company (in a similar position or technical customer support)
  • Sofware development background (Java and/or Javascript)
  • Nice to have: project management skills
  • Nice to have: ITIL knowledge
  • Experience in working with JIRA
  • Excellent Project Management skills
  • Good knowledge of Agile methods
  • Be able to quickly and clearly understand the business strategy to ensure the decisions are aligned accordingly
  • Time management skills & workflow management skills are mandatory
  • Ability to work with cross-functional teams
  • Ability to get things done under pressure
  • Excellent negotiation and communication skills
  • Upper-intermediate or advanced level of English
  • Excellent documentation writing skills

Perks & Benefits

  • Private medical insurance
  • Catering service/allowance
  • Gym subscription
  • Flexible working arrangements
  • Internal and external training
  • Company gifts and parties
  • Relocation support and guidance
Apply for this job now! HR team will never use any personal information it receives from you for any purpose beyond recruitment, employment or reference checks, and strongly believes in the importance of keeping the personal information private.

Benefits

  • Headquarters in the heart of the city, at Unirii Square.

  • Internal & external training.

  • Health and well-being in house programs.

  • Daily catered lunch.

  • Fruit day.

  • Private healthcare and dental care discounts.

  • We hold team-building activities and office parties throughout the year.

  • We have an ever-growing library (online & offline).

  • A fun entertainment corner.

  • Flexible schedule.

  • Extra vacation days with every year inside the company.

  • Our very own gym.