Technical Support Specialist (gambling)

Description

Enjoy Gaming is a software provider focused on creating high-quality digital entertainment experiences, including Slots and Live Games. Our team brings together experienced professionals in game development, product, and design, driven by a passion for innovation and quality.

At Enjoy Gaming, we value ownership, excellence, and drive. These principles shape the way we work, collaborate, and build products.

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

We are currently looking for a Support Specialist to join our product team.

About you:

• Experience with monitoring and observability tools (for example, Elastic, Dynatrace, and Grafana)

• Proactive, customer-oriented mindset with a strong sense of responsibility and work ethic

• Strong analytical, troubleshooting, and problem-solving abilities

• Excellent written and verbal communication skills

• Upper-Intermediate level of English or higher, both written and spoken

• Strong willingness to learn, develop new skills, and grow technically

• Practical understanding of XML and JSON formats

• Basic knowledge of Git and version control practices

• Understanding of API protocols, particularly REST

• General understanding of the Software Development Life Cycle (SDLC)

  Nice to have:

• Good understanding of the iGaming industry and its technical environment

• Practical software development experience with Java, C#, Node.js, or TypeScript

• Hands-on experience with cloud platforms such as AWS, Azure, or GCP, as well as Kubernetes

• Experience working with Jira and other tools within the Atlassian ecosystem

• Basic knowledge of QA methodologies, testing processes, and test environments

• Previous experience in Technical Support, DevOps, Site Reliability Engineering, or a similar technical role

• Practical experience working with monitoring and observability systems

• Familiarity with Agile methodologies, including Scrum or Kanban, along with basic project management skills

What you will do:

• Provide 24/7 technical support to online casino operators and ensure game and service availability

• Monitor production systems, games, APIs, wallet transactions, alerts, and key performance metrics

• Identify, investigate, and resolve production incidents and technical issues proactively

• Troubleshoot issues related to games, gameplay, wallets, player sessions, configurations, and integrations

• Assess incident impact and severity, follow escalation procedures, and involve Engineering, DevOps, or Integration teams when required

• Communicate with operator technical teams throughout incident investigation and resolution

• Investigate API and integration issues using logs, Postman, XML, JSON, and API documentation

• Support operator integrations, technical testing, configuration validation, and production releases

• Create and manage Jira incidents and technical tasks and ensure proper documentation

• Maintain Confluence/Knowledge Base documentation, troubleshooting guides, and known issues

• Improve monitoring, alerts, dashboards, and Support processes

• Perform effective shift handovers and ensure continuity of ongoing investigations and incidents

• Follow established incident management, security, escalation, and operational procedures

What We Offer:

• Competitive Salary in EUR: with annual performance reviews to recognize your growth

• Comprehensive Benefits: including medical insurance, psychologist support, and Polish and Slovak-speaking clubs

• Generous Paid Time Off: 20 working days of paid vacation, plus 10 additional paid days off, 10 paid sick days, and all national holidays in your country

• Professional Development Support: reimbursement for courses, training, and certifications

• Well-being Perks: support for language classes, sports, massages, or life coaching

• Working Format: office-based role with structured 12-hour shifts and a predictable 2/2 schedule (two days on, two days off)

Please note that feedback on your application will be provided within two weeks if a positive decision is made regarding your candidacy.
 

I give my consent following the Law on the Protection of Personal Data dated June 1, 2010, No. 2297, effective from January 1, 2011, for the processing of information classified as personal data.