Вакансії Technical Support

About the client

USA game development and distribution company. It is a provider of an iGaming platform that empowers innovative game developers to develop gaming products quickly and secure their route to market from a single integration.
What makes the project stand out:

• Provides unique virtual content, third-party games, and platform services to many of the world’s leading online operators, including William Hill, Ladbrokes, and Corals;
• In 2018, the company was acquired by a global commercial supplier of gaming products;
• They have 11 data centers maintained globally;
• 100+ casino operators use the platform;
• Daily turnover is over USD 30 mln.

Requirements

• At least 2 years experience in computer/software problems or bug fixing.
• Experience with Jira Service Desk.
• Experience with REST, web services, SOAP, and diagnostic clients used to troubleshoot web-based APIs.
• Relational database & SQL knowledge.
• Experience in Linux based OS on the user level.
• Strong personal commitment to quality service.
• Solid software troubleshooting skills.
• Ability to work outside standard business hours as needed on priority tasks.
• Comfortable communicating verbally in both small and large groups.
• Experience testing/troubleshooting in mobile platforms (iOS).
• Attention to detail and interest in growing skillset.
• Outstanding technical communication skills.
• Excellent/Proficient verbal and written English.

Responsibilities

• Receive, prioritize and resolve inbound requests through email, Slack/Teams, meetings or other means.
• Track tickets until successfully resolved, and document all the requests and solutions.
• Work closely with the Engineering teams to appropriately escalate requests and resolve complex issues.
• Ensure strong customer satisfaction by building partner relationships, providing clear communication and excellent service.
• Accurately configure games according to requirements and conduct thorough testing pre-release on internal environments and post-release on external environments.

MaxBill is looking for an experienced L2-L3 Technical Support Engineer to join our large project in Ukraine. If you are passionate about solving complex technical problems, appreciate working with clients, and are ready to learn advanced technologies, this position is for you!

What you’ll be doing:

• Engaging with clients to resolve technical issues and provide ongoing support and adjustments;
• Diagnosing and troubleshooting issues with our software products;
• Implementing, deploying, and supporting billing and customer service solutions: CRM, billing, rating.

What we expect from you:

• 3+ years of experience in troubleshooting software issues or solving technical problems;
• Strong experience in diagnosing and fixing software issues;
• Proficiency in writing SQL queries;
• Ability to quickly learn and understand both server-side and client-side systems to solve complex issues;
• Excellent problem-solving and analytical skills;
• A degree in Computer Science or a related field;
• English at a fair Intermediate level and above, good Ukrainian.

Bonus points if you have:

• Experience working with Oracle;
• Background in QA or software development.

As an RNG Technical Support Engineer (L2) at ARRISE, your primary responsibility is to provide exceptional customer service and technical assistance to Operators and Account Managers. You will troubleshoot and resolve technical issues related to product bugs, reports, and game issues, aiming to ensure customer satisfaction and minimize downtime through effective solutions.
Reporting to the Support Shift Lead during your shift and the Support Team Lead directly, you will play a crucial role in maintaining the operational efficiency of our services.

Primary Responsibilities:

• Customer Support: Respond promptly and professionally to customer inquiries and support requests.
• Issue Resolution: Identify, troubleshoot, and resolve technical issues faced by Operators or their clients.
• Guidance: Provide step-by-step instructions to customers for resolving technical problems.
• Collaboration: Work with cross-functional teams, such as developers or product managers, to escalate and resolve complex issues.
• Documentation: Document and track customer interactions, issues, resolutions, and follow-up actions using ticketing systems or CRM software.
• Research: Conduct research to provide accurate and up-to-date solutions to customers.
• Knowledge Update: Stay current with trends, technologies, and updates related to supported products or services.
• Product Testing: Assist in product testing, bug tracking, and provide feedback to the development team.
• Peer Support: Help peers with day-to-day tasks and professional development by sharing knowledge.
• Additional Duties: Perform other duties as delegated by the Support Manager, Head of Support, or the Employer.

Proficiency Requirements:

• Education: Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
• Experience: Proven experience in technical support, customer service, or a related role.
• Skills: Strong problem-solving and analytical skills, with the ability to diagnose and resolve technical issues.
• Communication: Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical individuals.
• Tools: Proficiency in using ticketing systems, CRM software, and other support tools.
• Technical Knowledge: Familiarity with hardware, software, operating systems, and networking concepts. Basic programming or scripting knowledge is a plus.
• Work Style: Ability to work independently and as part of a team in a fast-paced environment. Strong time management and organizational skills.

Hard Skills:

• Monitoring Skills: Familiarity with tools like Grafana, Kibana, Zabbix, Prometheus, and Icinga. Understanding of KPIs, metrics, and log analysis tools such as ELK, Graylog, or Splunk. Basic knowledge of incident management processes and tools like ITIL, Jira, or ServiceNow.
• Database Skills: Proficiency in RDBMS like Oracle, MySQL, PostgreSQL, Microsoft SQL Server, or SQLite. Strong SQL skills and familiarity with NoSQL databases. Basic knowledge of database security, governance, and compliance.
• API Skills: Understanding of API design principles, security practices, and testing tools like Postman.
• Network Skills: Knowledge of network topologies, protocols, and components. Proficiency in configuring network devices and resolving network issues. Understanding of network security principles and practices.

Ми українська команда, що створює інноваційні рішення для безпечного та ефективного бізнесу. Захищаємо від кіберзагроз, підсилюємо інфраструктуру та забезпечуємо конфіденційність даних.
Розкрий свій потенціал разом із нами! Ми не лише створюємо інноваційні рішення, ми створюємо майбутнє разом з тобою. Захоплюючі завдання, креативний підхід та безмежні можливості розвитку – тут ти зможеш реалізувати свої амбіції!

Обов'язки:

• Реєстрація та обробка заявок від клієнтів у рамках 1-ої лінії технічної підтримки;
• Виявлення, реагування та аналіз порушень та інцидентів ІБ (SOC);
• Вирішення задач супроводження ІТ-систем та засобів ІБ;
• Моніторинг та контроль стану систем;
• Діагностика та вирішення інцидентів;
• Впровадження та тестування;
• Інфраструктурних сервісів;
• Мережевих рішень;
• Серверного обладнання;
• Систем інформаційної безпеки;
• Розробка проектної та робочої документації;
• Розробка алгоритмів та сценаріїв (скриптів) для автоматизації ІТ/ІБ задач;
• Проведення навчальних презентацій.

Очікування від кандидата:

• Вища освіта;
• Знання принципів побудови та функціонування мереж і протоколів стека TCP/IP;
• Знання моделі OC Windows і Linux;
• Знання мережевої моделі OSI;
• Досвід автоматизації (bash, python);
• Розуміння основних принципів ІБ;
• Вміння та бажання розбиратися в новому ПЗ, технологіях, проблемах тощо;
• Стресостійкість.

Relokia шукає менеджера технічної підтримки на наш продукт – сервіс міграції даних, що допомагає швидко, якісно та легко перемістити велику кількість даних з однієї help desk платформи на іншу.

Що ми очікуємо від тебе:

• Знання основ PHP, OOP;
• Вміння працювати в команді;
• Вільне володіння комп’ютером;
• Володіння англійською мовою (письмово) – не нижче B1 (обов’язково);
• Досвід в обслуговуванні клієнтів англійською мовою.

Буде плюсом досвід з:

• Вміння працювати з MySQL;
• Досвід роботи з API;
• Розуміння Docker.

Твоїми обов’язками будуть:

• Підтримка існуючого APP на laravel/lumen.
• Внесення змін та покращень у роботу сервісів і продуктів.
• Фікс багів, розробка нового функціоналу.
• Консультування працівників через email листування та відеодзвінки для підтримки сервісу по технічним питанням.

З нами працюють в Європі, Азії, Ближньому Сході, Америці та LATAM. Але нам завжди потрібні нові герої, тому зараз ми шукаємо саме тебе – легендарного support manager для наших трьох продуктів.

Твої основні завдання:

• Технічний супровід клієнтів: контроль коректності обмінів даними, консультування користувачів, відповіді на запити клієнтів
• Аналіз виявлених помилок, причин їх виникнення; формування звернень розробникам
• Допомога консультантам у виконанні проектних робіт: написання інструкцій, налаштування, тестування, супровід
• Виконання внутрішніх процедур, вимог компанії, пов’язаних з операційною діяльністю
• Написання методологічних документів
• Навчання користувачів

Як збагнути, що ти наш кандидат?

• Вища/незакінчена вища технічна освіта
• Володіння англійською на рівні B2 або вище
• Активна життєва позиція, комунікабельність, аналітичні здібності
• Відповідальність та уважність
• Впевнене володіння Word, Excel
• Вміння гарно та структуровано спілкуватись

We Build a Platform to Automate Subscription Business with Vendors and Customers' Own Services.
We are searching for a dedicated support expert for some of our largest global customers. You will initially be trained in our platform, but should already have the qualifications for the other job requirements.

Your Responsibilities & Mission:

• Technical support and troubleshooting.
• Operational support tasks in the Application Support team working with Microsoft Cloud technologies.
• Scope a customer issue by collecting the relevant facts and investigating the problem by doing his own research and by involving other teams as needed.
• Consult and collaborate with peers or colleagues around the world and with management and engineering to resolve service issues.
• Act internally as a customer/reseller advocate.
• Empower customers/resellers to find information, self-solve when they decide to, and learn more about Microsoft products, services, and support.
• Advise customers on how to gain additional value from their Microsoft products.
• Document technical work and research to help your colleagues to improve the product, and improve the support experience.
• Maintain a proactive approach to customer happiness, identifying customer satisfaction concerns and managing customer expectations.
• Having ownership of tasks, proactively following upon them, and ensuring fast resolution.

Your Qualification, Skills & Experience:

• Previous Support experience in IT.
• Strong SQL skills: ability to connect the database, ability to execute and create SQL queries.
• Hands-on experience working with APIs.
• Fluent English (verbal and written).
• Experience with Microsoft Cloud technologies (Azure) is a plus.
• Experience with troubleshooting SaaS application is a plus.
• Experience with licensing and invoices is a plus.
• Experience with MS partner center or similar administrator portals is a plus.
• Ability to identify, update and create Help Center articles to assist team members and external users with navigating and using a product.
• Ability to work as part of a team.
• Ability to make quick decisions, align priorities and execute tasks.
• Be able to stay calm under pressure.
• Ability to communicate well and precisely.

We’re expanding our team and looking for a Technical Support Lead!

Responsibilities:

• Establish effective Tech support department work adjusting the workflows, documentation, SLA etc.;
• Managing Technical Support team (define and clearly communicate objectives and goals for the Technical Support team, track team progress and report on work efficiency on a regular basis);
• Act as hands on leader who is able to proactively solve clients issues across a range of topics;
• Collecting as much information as possible about the problem and attempting to solve it independently or escalating it to the appropriate Tech team (QA, developers, BA, DevOps, or system administrators);
• Installing and configuring client connection systems, e.g. accounts, connectors, etc.;
• Responding to client support requests, repairing software system malfunctions, issues and related problems;
• Evaluate and prioritize customer support cases;
• Respond to customer inquiries and assist in troubleshooting and resolving challenges;
• Communicate and resolve customer problems via the Jira system or live chat;
• Tracking and managing work records and documentation.

Requirements:

• Bachelor’s degree in information technology or computer science;
• Proven work experience as a technical support engineer or in a similar role for at least 3 years and as a Technical Support Manager – 2 years;
• To be an escalation point for varied technical support requests and challenges;
• Strong testing skills and knowledge of web services, APIs, and IP-based protocols;
• Ability to troubleshoot complex system and software issues;
• Client-oriented and friendly attitude, attentiveness, self-dependence;
• Knowledge of English at least at the intermediate level.

Will Be A Plus:

• Technical support experience in card processing or fintech company;
• Having a higher or incomplete higher technical education is a plus;
• Jira experience;
• Bachelor’s degree in a relevant field, like Computer Science, IT or Software Engineering. Microsoft, Cisco, Linux or similar certification.

About the Project

CATO Networks is the provider of the world’s first Security Access Service Edge (SASE) platform to secure all enterprise edges – sites, mobile users, and Cloud resources – with one global Cloud-native platform that relies on software instead of the current multi-protocol label switching (MPLS).

CATO optimizes and secures applications accessible to all users and locations. Using Cato, customers can easily migrate from MPLS to SD-WAN, optimize global connectivity to on premises and Cloud applications, enable secure branch internet access everywhere, and seamlessly integrate cloud data centers and mobile users into the network with a zero-trust architecture.

• Specialization – Network security
• Headquarters – Tel Aviv, Israel
• Years on the market – from 2015
• Team size and structure – 500 employees global

Required skills:

• Computer skills with an emphasis on Networking, TCP/IP, Firewalls, and proxy servers
• Technical experience with DNS, DHCP, NAT, HTTP/HTTPS, VOIP
• Great troubleshooting abilities and passion to dive into complicated technical problems in real production environments
• Ability to adapt and work efficiently in a rapidly changing dynamic environment with a willingness to manage multiple simultaneous projects
• Excellent oral and written communication skills with a passion for working with customers
• Ability to work with globally dispersed, cross-cultural team

As a plus

• Experience with VPNs, IPsec, BGP, security protocols, and standards
• Familiarity with WAN/SD-WAN/ MPLS networks
• Experience working with Cloud, SaaS technology provider

Scope of work:

In this role, you will be engaging with our customers during the post-sales process, evaluation, onboarding, and as the ongoing customer lifecycle continues. This is an opportunity to join a Cloud Network Security Rocket Ship to take part in making the future of SD-WAN today.

• Own and manage customer issues and see problems throughout the resolution
• Research, diagnose, troubleshoot, and identify solutions to resolve customer issues, keeping a positive, and “can-do” attitude
• Work directly with R&D and Product Management on customer issues upon full resolutions
• Be a focal point for the customer’s need and become a trusted advisor with customers by deeply understanding their business and aligning their needs with our solutions
• Nurture the relationship with the customer through ongoing communication and periodic meetings
• Act as a customer advocate internally while effectively collaborating with internal teams including product management, engineering, sales, and finance
• Track and monitor customer status and identify both areas of concern and growth opportunities
• Be a part of building and expanding the company’s Global Services"