Position: Technical Support Engineer
Company: Ciklum
Category: Support
Experience required: 1y
English level: upper

Description

Our Support Center’s goal is to provide customers with a top-class assistance.

We are looking for service-oriented NOC specialist with excellent English language and excellent communication skills.

Our Client has a globally distributed team of over 450 highly skilled individuals, 5 exciting locations (Malta, London, Chicago, South Africa, and Gibraltar), over 120 content providers and more than 3000 live games, White Hat Gaming (WHG) are a market leading full service B2B casino and sports platform provider.

Since WHG’s start in 2012, they have grown exponentially, year upon year due to the exceptional talent at WHG. WHG is one of the fastest growing companies in the iGaming industry, led by data and the most cutting-edge technologies.

Responsibilities:

Provide technical support and preliminary investigation to customer issues and service requests
Understand and analyze requests, react quickly
Manage and track customers issues
Installation, integration, configuration, monitoring, backup, service creation and day-to-day customer support
Develop and review content for the company's knowledge base
Respond to customers' request (in quick and efficient manner)
Respond to escalated technical issues surrounding the platform, primarily by web portal and e-mail & chat
Interfaces directly with customers at different stages of problem resolution process including understanding customer issues, communicating action plans for resolution, explaining developments, and conveying resolution
Work directly with other technical support staff, development, and the DevOps Team to resolve problems
Manages own schedule of cases, which includes determining priority levels and negotiating and setting expectations with customers
Thoroughly documents all issues, develops and reviews content for knowledge base
Understand and analyze customers' problem, find appropriate and acceptable solutions
Check the status of the problem until it is solved
Update the documentation

Requirements:
Experience in Technical/NOC Support
Wiliness to learn such technologies as Scala, Kafka, PHP, Angular
Experience with Amazon Web Services (AWS: ALB, EC2, RDS, MSK, ELK, ElasticCache Redis)
Experience with tools such as DataDog, Kibana, OpsGenie etc
Customer focused and team oriented
Must have a passion for troubleshooting client problems and satisfying customer needs, strong ability to research, diagnose, troubleshoot and identify solutions to resolve system issues
Good Command of English, both written and speaking skills are required
Service oriented with desire to help people
Push the matter through
Detail oriented, reliable, stress resistant
Responsible, initiative, multitasking, self-organized, eager to learn
Able to plan your own time
Shift work (24/7, morning – evening – night)
Understanding of standard support procedures for proper reporting, escalation and follow up is a MUST
Experience with Jira, Confluence, Salesforce
Location: Ciklum Office

Desirable:
Experience with such tools & technologies as: AWS/ EKS dockerised apps, Terraform, Vault, Ansible, BGP, IPSec, Direct Connect, Postgres, Java, Scala, Kafka, PHP, Angular
Previous NOC experience
Technical certification/Academic degree
What's in it for you
Variety of knowledge sharing and training opportunities
Unique working environment where you communicate and work directly with client
Competitive salary
Career and professional growth
Possibility to work in a big and successful company
Long-term employment with 20 working-days paid vacation and other social benefits
Working in a comfortably located office with warm atmosphere which creates really good working conditions
Access to webinars, Udemy courses