Application Support Engineer

Who are we? We are Videoslots, the world s biggest online casino!

We were born in 2011 as a result of a handful of entrepreneurs who not only had a knack for entertaining others but also an affinity with the iGaming industry. They teamed up and went about building an industry leader, setting the bar to an all-new high. Now in just ten years we now offer over 7,000 games from over 180 different game providers and we are set to keep on growing! Naturally, we can't do all of this as well as all the exciting things we have lined up for the years to follow without the living legends that make our business the success it is today.

Tasks

Passionate about technology and solving problems? Then this is the right role for you!

What will you be doing?

As an Application Support Engineer, your main responsibility is to act as the single point of contact during software-related incidents affecting our platform, communicating both with internal and external stakeholders. Being a highly motivated team player will also be absolutely essential within this role as well as being eager to learn new things and new technologies.

• Offer 2nd line support to our platform on application level, escalate and resolve cases promptly
• Be an important part of the development life cycle
• Support via a service management tool, telephone, email, or any other internal communication tool
• Troubleshoot, resolve issues and solve service requests
• Properly escalate unresolved issues to appropriate internal teams
• Prioritize and manage several open issues at one time
• Produce custom made reports
• Be involved in the Release Management by monitoring and testing new releases.
• Perform system monitoring and act when necessary
• Implement scripts to fix data
• Generate incident reports focusing on customer complaints and resolutions
• Proactively work on improving the procedures to enhance our service delivery processes
• Provide required notifications and updates on all incidents within established service levels
• Ensure that Incident Management KPIs are recorded and their targets are met
• Coordinate and act as SPOC (Single Point of Contact), with support leaders and technical experts to ensure swift resolution of incidents in accordance with the Incident Management process
• Assist in other tasks as directed by the Team Leader / Incident Manager
• Form a part of a specialist s team, available 24/7 (including being available on standby )

Requirements

We are looking for YOU, if you have....

• Good experience in application support, 2nd line or incident management teams
• Proven knowledge of MySQL, PHP, and JavaScript
• Hands-on experience with Linux environments
• Knowledge of how to use Git or any other version control systems
• Excellent analytical, problem-solving, and decision-making skills
• Ability to multitask and prioritization, especially in high-stress situations
• Good communicator in both verbal and written English
• Basic knowledge of systems monitoring, alerting and analytics using, ELK, Grafana, Prometheus, or similar is considered a plus.
• Basic knowledge of Laravel and/or Vue.js is a plus
• ITIL v4 Foundation Certificate or similar would be considered a plus
• University Diploma or Degree in a related ICT area of specialization

Benefits

Ready for the best part? Here s what you ll get for your hard work:

• Flexible start and finish times
• Remote working opportunity within Malta
• Remote working opportunity partially based in Malta (min 180 days/year)
• Relocation package and assistance
• Free breakfast and lunch provided via our brand new penthouse kitchen
• Daily fresh fruit, tea, and coffee
• Wellness allowance
• Refer a friend bonus
• Party tickets and free beach club access
• Professional development support
• Department team building activities
• Monthly get-togethers and activities
• Birthday leave
• Additional marriage leave
• Additional paternity leave
• 5 days of your sick leave to care for your sick child
• 1 volunteer day
• Company loyalty trip