Position: Technical Support Engineer for Cutting Edge GameDev
Company: OpenrndinUA
Category: Support
Experience required: 2y
English level: intermediate
Published: 2020-03-01T00:00:00+02:00

About the company:
Client is a product company in the i gaming industry.
Our passion is to make the most entertaining and innovative slot games possible.
Combining proven game designs and creativity, we make the games players want to play.
You can't just be good. You've got to be great. And that's what we strive for every day.
Our team values are maintaining high quality, following the best & modern practices, continuous development.
The Technical support engineer should be a skilled and highly communicative, self-motivated person, with a problem-solving mindset and proactiveness.
His objectives are:
Help our customers successfully integrate our products and support them throughout the process removing any blockers as they arise
Provide continuous support to our customer

Responsibilities.
Integrations:
✔ Become the owner and represent company in the integration process with our customers
✔ Develop a very high understanding of our solution and APIs and how they should be implemented in the different customer's business cases and technical models
✔ Become the source of knowledge in the company for how our system is integrated with different systems and have a full understanding of the entire communication flow from authenticating players, player registration, deposit/withdrawals etc
✔ Track the progress of the integration and communicate any blockers
✔ Collect business requirements from customers to help resolve specific issues, or add needed functionality and provide feedback to our development team
✔ Responsible to document and update all information related to the integration process status
✔ Responsible for signing off the integration, seeing for the successful "go live"
✔ Participate and contribute to the improvement of the process, allowing for a smooth, simple and fast integration
✔ Responsible to test and verify changes and the consistency of our APIs and its endpoints

Support :
✔ Handle and respond to customer requests within SLA
✔ Provide effective, efficient and knowledgeable resolutions
✔ Create and update cases and communicate to the customer in a clear and precise manner each change
✔ Help define and improve processes and procedure for supporting our customers
✔ Collaborate with internal stakeholder, communicating the customers' needs to help us build better solutions

Qualifications :
✔ Previous Experience as a Support engineer / Configuration engineer / QA at least (2 years) a must
SQL knowledge and hands-on experience
✔ Proven ability to work in a dynamic and evolving environment managing multiple calls and integrations at the same time
✔ Software development experience is a big plus
✔ Strong understanding of client-server communication protocols
✔ Strong understanding of HTTP protocol and its statuses
✔ Knowledge of REST APIs and JSON
✔ High level of English both written and verbal
✔ Willingness to work in unusual hours (outside of office hours) as some of the accounts are located in different time zones