Platform Support Specialist
hace 7 días
We are a new studio with a passion for creating innovative, easy-to-understand and highly entertaining slot games for the gaming industry.
We were founded in March 2021 by well-known industry experts with strong investment backing. Our conviction is to create something that stands out in the sea of sameness.
Job Overview
We are looking for a skilled Platform Support Specialist to join our team. The successful candidate will act as the single point of contact during software-related incidents affecting our platform, communicating both with internal and external stakeholders.
Key Responsibilities
- Provide technical service support internally and to our partners.
- Respond to general questions and troubleshoot tickets in a timely manner.
- Support via a service management tool, telephone, email, or any other partner communication tool.
- Properly escalate unresolved issues to appropriate internal teams.
- Generate incident reports focusing on partner complaints and resolutions.
- Create and maintain knowledge base articles, policies and procedures.
- Form a part of a specialist's team, available 24/7 (including being available on "standby").
Requirements
- Good experience in application support, 2nd line or incident management teams.
- Knowledge of SQL, PHP or Python.
- Hands-on experience with Linux environments.
- Excellent analytical, problem-solving, and decision-making skills.
- Ability to multitask and prioritization.
- 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.
- ITIL v4 Foundation Certificate or similar would be considered a plus.
Compensation
The estimated salary for this position is £40,000 - £60,000 per annum, depending on experience.
Benefits
We believe in the fundamental principles of equality and diversity and are committed to fostering an inclusive environment where everyone is respected and valued.
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