Technical Support Engineer/application Support

Job Profile Summary:
JOIN THE TECH REVOLUTION WITH DERIVCO

Are you ready to be part of a global tech business shaping the future of the iGaming industry?

With over 25 years of experience fuelling global platforms and payment processing, Derivco has been a game-changer in the iGaming world.

We're not just a tech company - we're the engine room behind leading iGaming brands, creating immersive player experiences backed by cutting-edge technology and seamless payment solutions.

Innovation is in our DNA, and we thrive on pushing boundaries and exploring new frontiers.

We're not just using AI and ML; we're defining the future with them. Our AI-driven solutions are revolutionising player experiences and setting new standards in tech development.

Join us at Derivco and be part of a dynamic team of over 2500 experts across 8 offices worldwide that's shaping the digital landscape.

Derivco is an equal opportunities employer. We value people as individuals with diverse opinions, cultures, lifestyles and circumstances and we are committed to equality of opportunity and to providing a productive working environment free from unfair and unlawful discrimination.

**Job Description**:
Derivco is seeking a highly skilled and motivated Customer Support Engineer to be part of our dynamic team. As a Customer Support Engineer at Derivco, you will play a crucial role in ensuring the smooth operation of our cutting-edge software products and maximizing their availability.

**Responsibilities**:

- Support and maintain existing and new operators on our environments, acting as a key representative for customer support.
- Provide exceptional service to ensure maximum availability of our support services, minimizing our response times and providing detailed updates to customers.
- Collaborate with product teams and development teams to analyse and resolve issues, taking ownership of problem cases to improve the customers experience.
- Research, diagnose, troubleshoot, and identify solutions to resolve process issues, ensuring seamless operations and support.
- Take ownership of issues and problems, ensuring timely follow-up and resolution
- Engage directly with development teams, acting as a conduit for effective collaboration and support on behalf our customers
- Attend project planning and requirements sessions, completing project work on time and communicating progress to stakeholders.
- Lead team initiatives and special projects, resolving incidents and maintaining strong stakeholder relationships.
- Demonstrate flexibility and dedication by taking on additional, unplanned projects as required by the business and team to improve our customer support
- Providing exceptional customer service and technical support on tickets received by customers.
- Flexibility to provide standby support on a rotational basis during specified periods.

**Requirements**:

- Proven experience in supporting, maintaining, and providing detailed updates to customers
- Strong problem-solving skills and a passion for continuous improvement.
- Excellent collaboration and communication skills to work effectively with development teams, internal support teams and stakeholders.
- Strong research and troubleshooting skills to identify and resolve system issues for customers.
- Flexibility to provide standby support on a 24/7 basis during specified periods if required.
- Strong organizational skills to manage multiple projects and initiatives simultaneously.
- Willingness to work after hours when necessary to meet project deadlines.
- MSSQL / T-SQL
- Proven experience in the IT Industry using Microsoft and other leading technologies.
- Experience with Windows Server 2016 to 2019, specifically IIS and API’s.
- Experience with PowerShell scripting skills or other scripting languages for automation of manual tasks
- Solid written, verbal communication and presentation skills.
- Passion for self-learning.
- Experience with CI / CD Pipeline Automation in Octopus or Azure
- Experience in Azure Application Insights.
- Experience with Grafana, Prometheus and other monitoring tools.
- Experience with Elastic Stack (Elasticsearch, Kibana, Beats & Logstash).

**Why Join Derivco**
- Defined contribution pension scheme.
- Lunch allowance card to a value of €200 per month
- A Wellness Amount of up to €45.00 per month to be used for any wellness activities such as gym membership, fitness classes.
- 25 days annual leave, plus bank holidays.
- Connectivity allowance of €60 per month
- Discretionary company bonus (when eligible).
- Employee Assistance Programme (supporting employees on private matters, for example getting access to certified phycologists, and financial and legal advisors).
- Referral bonus

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