Customer Technical Support Engineer

Job title: Customer Technical Support Engineer

Job Details

Hours: Full Time

Location: Fully remote. This opportunity is open to you if you can legally work remotely from one of our home countries in the United States.

Contract: Permanent

At Playn GO we enjoy a flexible freedom to shape our own days. Everyone we hire is unique and every role we fill has certain performance expectations. The daytoday challenges of work and life will be unique to you but our commitment to helping you find a balance will never vary.

From the GO

At Playn GO our purpose is to entertain. Our pleasure is in working with people ready to make a difference that lasts. We are pioneers. We were the first entertainment supplier to recognise the potential of gaming on the GO and create the innovative mobile games which supercharged our industry and inspired our name. Today Playn GO is the leading gaming entertainment supplier to casinos in regulated markets the world over. And we are still growing.

With growth comes opportunity. This could be yours. Are you ready to help us face challenges and find solutions that get us both to the next level of excellence

What the role entails:

Some of the key responsibilities of our Customer Technical Support Engineer will be:

• Diagnose and troubleshoot software and hardware problems providing timely and effective solutions to customers.
• Proactively monitor the infrastructure to identify and address potential issues and resolve them before they impact the customer experience.
• Utilize remote desktop connections to deliver immediate troubleshooting and resolution of network and reachability issues that may arise from our cloud instances.
• Utilize a ticketing system and chat applications to swiftly address straightforward customer queries ensuring customer satisfaction.
• Collaborate with customers over the phone to offer clear and detailed instructions or provide written technical manuals for more intricate issues.
• Build and maintain a strong rapport with customers earning their trust and becoming their goto source for technical assistance.
• Stay up to date with industry trends and advancements to provide cuttingedge solutions to customers.
• Collaborate with crossfunctional teams to address complex technical challenges and improve the overall customer experience.
• Document technical support processes solutions and best practices for future reference and training purposes.

What we ask of you:

• Bachelors degree in a relevant field such as Computer Science IT or Software Engineering or relevant work experience.
• Proven experience in diagnosing and resolving software and hardware issues.
• Strong familiarity with network troubleshooting operating system configuration and remote desktop tools.
• Excellent communication skills both written and verbal with the ability to explain technical concepts in simple terms.
• Customercentric attitude with a genuine passion for assisting people with computerrelated challenges.
• Proactive mindset with the ability to identify potential issues and address them before they impact customers.
• Problemsolving mindset capable of analysing complex issues and providing innovative solutions.
• Ability to work effectively both independently and as part of a collaborative team.
• Attention to detail and organizational skills to document solutions and maintain accurate records.
• Strong sense of accountability and responsibility to ensure timely and accurate support to customers.

Preferences:

• Knowledge of Microsoft Windows Server and Linux OS (Ubuntu)
• Knowledge of Amazon Web Services such as Cloud Watch EC2 VPC S3 IAM and understanding of core networking concepts such as TCP/IP Firewalls NAT and VPN
• Knowledge of PowerShell and Bash scripting. Perl and Python
• Strong oral and written communication skills in English
• Knowledge of Octopus Deploy
• Knowledge of monitoring tools such as Grafana OpenSearch Kibana Prometheus OP5.
• Knowledge of REST API Postman and SOAP UI
• Knowledge of Microsoft Active Directory

Whats in it for you

If you feel great youll do great. Our employees know that their package of benefits activities and initiatives are some of the most generous in the industry. From challenges to chill outs the fun we share at play helps inspire excellence from the go.

Apply now to find out more. Its your best move. This opportunity will remain open until we meet the right candidate.

GO for it.

We believe the way forward relies on wellregulated gaming and player safety. Our commitment to this sets the standard for our industry.