Technical Support Team Lead (вакансія неактивна)

At Enjoy Gaming, we’re a passionate team of industry experts, backed by market specialists and foreign investment. We’re thrilled to create live dealer shows and slots. We’re making our games to provide an even better gaming experience.
Our core values of ownership, communication, and honesty drive everything we do.

Join us and be part of our innovative journey in the gaming world!

We are currently seeking a talented Technical Support Team Lead to join our team in the exciting world of the gambling industry. As a Technical Support Team Lead your skills will be crucial in leading the support team. You’ll collaborate with our technical and integration team.

About you:

— 3+ years of commercial experience as a Technical Support Manager
— Experience in gambling/iGaming provider is a must
— Strong testing skills and knowledge of SQL, web services, APIs, and IP-based protocols
— Experience with Grafana, Google Cloud
— Experience with Internal/Production systems monitoring
— Experience in communication with clients to provide properly processed technical information
— Experience in implementing technological solutions, including automation systems
— Ability to troubleshoot complex system and software issues
— Ability to adapt to changing circumstances and solve complex problems effectively
— Good analytical and problem-solving skills
— Good time management and prioritization skills
— Highly responsible and customer-oriented person
— A good level of English is a must

What goals will you have?:

— Ensuring that all systems are working 24/7 without interruptions
— Technical support within the organization with Information Systems issues and problems— Communication with clients to provide properly processed technical information with the possibility to offer alternative solutions related to production services, to ensure customer processes run smoothly
— Internal/Production systems monitoring including core services and network activity, support, issues logging, analysis, and escalation — Managing Technical Support team (define and communicate objectives and goals for the Technical Support team, track team progress, and report on work efficiency regularly)
— Workforce management: ensuring 24/7 shift coverage as well as proper performance on the shift; ensuring smooth transitions and handovers between shifts, sharing important information and updates with incoming and outgoing teams — Conduct thorough investigations and analysis of recurring technical problems — Monitor chat with players and solve issues if they are detected
— Solve issues that were received from the studio side
— Keep up-to-date support documentation, workflows, and knowledge base

What you get in return:

— Competitive Salary: Competitive salary fixed in EUR with yearly performance reviews
— Remote Work Option: Choose to work remotely, providing greater flexibility and comfort
— Corporate Benefits: Medical insurance, psychologist, English-speaking club
— Paid Vacation: 20 working days of paid vacation + 10 time off in lieu, including national holidays
— Paid Sick Leave: 10 working days
— Professional Development: Get reimbursement for professional development courses and training
— Self-Development: Get reimbursement for language courses, sports, massage, or life coaching