Technical Support Engineer

About the Role

We are seeking a Technical Support Engineer based in Germany to join a technology-centric support team. This role involves being a pivotal technical expert supporting digital experiences for partners and end users. You will diagnose and resolve software and integration issues while upholding high service standards within a rapid software development environment. Collaborating with engineering, QA, and product teams is key to addressing complex problems and enhancing platform performance. This position combines technical troubleshooting with client communication, fostering continuous product improvement and offering professional growth.

Key Responsibilities

• Act as the main technical contact for both external partners and internal departments, managing support through ticketing tools and communication platforms.
• Diagnose, analyze, and solve technical problems related to software functionality, platform integrations, settings, and connectivity hurdles.
• Utilize diagnostic tools and log analysis to pinpoint root causes and provide durable solutions.
• Work closely with engineering, QA, and production to escalate and resolve advanced issues, aiming for long-term fixes rather than quick patches.
• Detect recurring issues, propose enhancements, and contribute to improving platform dependability and operational efficiency.
• Develop and update technical documentation such as troubleshooting manuals, runbooks, and knowledge bases to streamline support workflows.
• Maintain in-depth product knowledge, offering constructive feedback to improve platform quality and the user experience.
• Accurately record support activities to aid reporting, analysis, and ongoing service enhancements.

Candidate Requirements

• Bachelor’s degree in Computer Science, IT, or a related field, or equivalent extensive experience in technical or application support roles.
• Demonstrated experience as a Technical Support Engineer or in a similar capacity within software or technology sectors.
• Proficient analytical and problem-solving abilities, maintaining composure while troubleshooting intricate technical concerns methodically.
• Strong grounding in networking concepts, web applications, and software environments.
• Excellent English communication skills, capable of conveying technical ideas clearly to diverse audiences.
• Experience with ticketing and incident management systems such as JIRA, Zendesk, or their equivalents.
• Familiarity with remote support software, diagnostic tools, and multiple operating system platforms.
• Highly organized, attentive to detail, and adept at juggling several priorities while ensuring service excellence.
• Experience or knowledge in iGaming, online platforms, game integrations, CRM systems, or scripting/automation languages like Python or PowerShell is advantageous.

Benefits and Work Environment

• Fully remote work setting.
• Engagement with an international, dynamic technology-driven environment.
• Opportunities for career advancement within a collaborative and innovative team culture.
• Exposure to challenging technical problems and state-of-the-art software platforms.
• A supportive atmosphere focused on continuous learning, enhancement, and professional growth.
• Chance to directly influence product excellence and customer satisfaction.

Additional Information

This position is managed by a partner company which handles all application processes and further steps. The partner uses AI-assisted matching for unbiased candidate selection, but all final hiring decisions are made by their internal team. Data privacy is respected in compliance with GDPR, and candidates can inquire about data handling procedures. AI tools may be employed to assist recruitment but do not replace human judgment.