Company Overview

With over 20 years of industry experience under our belt, Eeze is an international gaming solutions provider that has a special focus on live casino. We are leading the global gaming market thanks to an innovative, dynamic, and diverse portfolio of world-leading betting solutions. Based in Malta, Europe’s leading iGaming hub, we also have a presence across Western Europe in the UK and Sweden.

We are seeking a skilled Technical Support Engineer to join our 24/7 dynamic team. As a Technical Support Engineer, you will play a critical role in ensuring our stakeholders receive exceptional technical assistance and support. You will be responsible for identifying and diagnosing technical issues, providing product guidance, and offering top-notch customer service.

Main Responsibilities

• Monitor and oversee all software, live casino studio, and compliance incidents proactively, ensuring timely response and resolution within contracted SLAs.
• Be part of fire, health and safety team, especially during out of office hours
• Perform spot checks of our releases and games on production.
• Collaborate with cross-functional teams, including IT, DevOps, software developers, live casino operations, and other relevant departments.
• Act as the primary point of contact for critical incidents, facilitating communication and coordination between various stakeholders and operators.
• Maintain a knowledge base of post-incident reviews (PIRs) to evaluate the effectiveness of incident response for future reference and identify areas for improvement.
• Identify and document known errors to ensure they are fixed.Build internal knowledge base and self-support articles to help in acting faster on future incidents.
• Follow escalation procedures to report issues directly other internal support teams where a resolution is not immediately possible.
• Prioritise tickets from Jira Service Management based on the severity of the problem.Log and escalate any Responsible Gambling issues to operators.
• Refund any unsettled bets to the affected operators.
• Carry out any other ad hoc duties that might be requested from time to time according to the Company’s exigencies.
  

Requirements

• University Diploma or Degree in a related ICT area of specialisation, or a minimum of 2 years of experience in a similar role.
• Possession of ITIL v4 Foundation is a plus.
• Experience in application management and incident & problem management.
• Your analytical, problem-solving, and communication skills are exceptional.
• Basic application and network troubleshooting skills.
• Understanding of IT environments, including Virtualisation, Application Servers,
• APIs, and monitoring tools like ELK, Prometheus and Grafana or similar monitoring tools.
• Willing to work shifts including weekends, in a 24/7/365 environment.