Senior Technical Support Engineer

2 weeks ago

Hyderabad, India ARRISE powering Pragmatic Play Full time

Role: Senior Technical Support Engineer

Skill: Core Java, Java Application, Kibana, Splunk, Grafana, Route cause analysis, Debugging

Experience Range: 5-7 years

Location: Hyderabad


TECHNICAL SUPPORT ENGINEER


ABOUT US


Arrise Solutions India Pvt. Ltd. (powering PragmaticPlay) is a leading content provider to the iGaming and Betting Industry, offering a multi-product portfolio that is innovative, regulated and mobile-focused. Pragmatic Play strives to create the most engaging and evocative experience for customers globally across a range of products, including slots, live casino, sports betting, virtual sports and bingo.


ABOUT THE ROLE


We are looking for a Technical Support Engineer with excellent debugging, troubleshooting and communication skills in enterprise-grade applications. You will be part of an open and talented software team that works on mission-critical applications. The job will involve debugging, troubleshooting, and supporting Java based applications and thus an excellent knowledge of Java is must.


KEY RESPONSIBILITIES


Resolve technical issues created by customers looking for help to understand or troubleshoot unexpected behaviors or answer technical questions about the games and applications.

Understand and troubleshoot solutions in a complex technical environment.

Multi-task in a fast-paced high-performance environment collaborating with multiple teams.

Maintain a professional demeanor and customer focus when handling complex issues.

Interact with our clients all over the globe on need basis

Debug and Provide RCA (Root Cause Analysis).

Document the investigation and create Major incident document and known error document. Further work to document existing knowledge in Knowledge articles.

Understand the code flow and application functions

Understand the queries given by the customer Support team.

Coordinate with internal teams to proactively identify the issues in the system.

Analyse and Identify service improvement items and design solution.

Support continuous improvement by investigating alternatives and technologies.

SLA adherence with respect to keeping clients happy.

Be an excellent team player and take responsibility for the Issue end to end.


Qualifications:

B.Tech/B.E, B.Sc.(Computer), BCA, MTech, MCA, MS/M.Sc.(Computer Science)or JAVA DeveloperRole:L2/L3 experience


KEY SKILLS


Proven working experience in Java development.

Experience in supporting services using back-end technologies.

Knowledge on writing Database queries.

Excellent programming skill susing Java/J2EE, XML/ JSON, XSL, JMS, RESTful web services.

Excellent debugging and troubleshooting skills.

Strong investigation skill susing tools like Kibana or Splunk and Grafana.

Excellent written and verbal communication skills.

2+ years of experience with enterprise software application support

Experience in writing quality Knowledge articles.

Experience with analyzing the back-office reports.

Experience in pattern analysis and identifying the product improvement areas.

Willingness to work in shifts when needed


WHAT WE OFFER


Competitive compensation depending on experience

Opportunities for professional and personal development

Opportunities to progress within a dynamic team.

Chance to work with close and collaborative colleagues

Comprehensive health coverage


OUR VALUES

PERSISTENCE We never give up and are determined to be the best at what we do.


RESPECT We value and respect our clients, their players, and our team members; promoting professionalism, integrity and fairness without compromise.


OWNERSHIP We take ownership of our work and consistently deliver in a reliable manner ;always providing the highest level of quality.


Disclaimer : Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more.

Arrise Solutions India Pvt. Ltd. ensures Equal Employment Opportunity and Affirmative Action Employer.


Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.

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