Bingo Technical Support Engineer; L2

About us

ARRISE sets the benchmark for service delivery and excellence in the iGaming industry. Playing a key role in the success of its clients, we help deliver exceptional gaming experiences to millions of players worldwide. Our global team is shaping the future of iGaming with offices in Gibraltar, Canada, India, the Isle of Man, Latvia, Malta, Romania, Serbia, Bulgaria, the UAE, and more exciting destinations on the horizon.

Responsible for providing excellent customer service and technical assistance to Operators and Account Managers, troubleshooting product‑related issues and ensuring customer satisfaction. The role reports to the Support Shift Lead and Support Team Lead.

• Respond to customer inquiries and support requests promptly and professionally.
• Identify, troubleshoot, and resolve technical issues faced by Operators or their clients.
• Provide step‑by‑step guidance and instructions to customers to resolve technical problems.
• Collaborate with cross‑functional teams to raise and resolve complex technical issues.
• Document and track customer interactions using a ticketing system or CRM software.
• Research and gather information to give accurate and up‑to‑date solutions.
• Keep updated with the latest trends, technologies, and updates related to supported products.
• Assist in product testing, bug tracking, and give feedback to development.
• Help peers with day‑to‑day tasks and share knowledge.
• Perform any additional duties delegated by support management.

• Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent work experience).
• Proven experience in technical support or customer service.
• Strong problem‑solving and analytical skills.
• Excellent verbal and written communication skills.
• Proficiency in ticketing systems, CRM software, and support tools.
• Knowledge of hardware, software, operating systems, and networking concepts.
• Basic programming or scripting knowledge is a plus.
• Ability to work independently and in a team.
• Time‑management and organizational skills.
• Customer‑oriented mindset focused on exceptional service.
• English level:
  Intermediate or higher.

• Familiarity with Grafana, Kibana, Zabbix, Prometheus, Icinga.
• Knowledge of KPIs and metrics for IT systems.
• Proficiency in ELK, Graylog, or Splunk for log analysis.
• Basic incident‑management knowledge (ITIL, Jira, Service Now).

• Experience with Oracle, MySQL, Postgre
  
  SQL, SQL Server, SQLite.
• Strong SQL scripting and database design fundamentals.
• Knowledge of No
  
  SQL databases such as Mongo
  
  DB, Redis, Elasticsearch.
• Understanding of database security and governance principles.

• Design of RESTful APIs: endpoints, HTTP methods, JSON, XML.
• API security: OAuth 2.0, JWT, SSL/TLS.
• API testing with Postman, Newman.

• Understanding of network topologies, VLANs, subnets, routing.
• Familiarity with TCP/IP, DNS, DHCP, SNMP, ICMP, OSPF, BGP.
• Configuration of routers, switches, firewalls, ACLs.
• Packet analysis using Wireshark and basic troubleshooting tools.
• Network security principles: firewalls, VPNs, IDS.

• Long‑term employment.
• Flexible timetable.
• Comfortable working conditions.
• Paid vacation and sick leave.
• English lessons and gym membership.
• Competitive salary level.