Job title: Customer Technical Support Engineer
Job Details
Hours: Full Time
Location: Fully remote. This opportunity is open to you if you can legally work remotely from one of our home countries in the United States.
Contract: Permanent
At Play'n GO we enjoy a flexible freedom to shape our own days. Everyone we hire is unique and every role we fill has certain performance expectations. The day-to-day challenges of work and life will be unique to you but our commitment to helping you find a balance will never vary.
From the GO
At Play'n GO our purpose is to entertain. Our pleasure is in working with people ready to make a difference that lasts. We are pioneers. We were the first entertainment supplier to recognise the potential of gaming on the GO and create the innovative mobile games which supercharged our industry and inspired our name. Today, Play'n GO is the leading gaming entertainment supplier to casinos in regulated markets the world over. And we are still growing.
With growth comes opportunity. This could be yours. Are you ready to help us face challenges and find solutions that get us both to the next level of excellence?
What the role entails:
Some of the key responsibilities of our Customer Technical Support Engineer will be:

• Diagnose and troubleshoot software and hardware problems, providing timely and effective solutions to customers.
• Proactively monitor the infrastructure to identify and address potential issues and resolve them before they impact the customer experience.
• Utilize remote desktop connections to deliver immediate troubleshooting and resolution of network and reachability issues that may arise from our cloud instances.
• Utilize a ticketing system and chat applications to swiftly address straightforward customer queries, ensuring customer satisfaction.
• Collaborate with customers over the phone to offer clear and detailed instructions or provide written technical manuals for more intricate issues.
• Build and maintain a strong rapport with customers, earning their trust and becoming their go-to source for technical assistance.
• Stay up to date with industry trends and advancements to provide cutting-edge solutions to customers.
• Collaborate with cross-functional teams to address complex technical challenges and improve the overall customer experience.
• Document technical support processes, solutions, and best practices for future reference and training purposes.

What we ask of you:

• Bachelor's degree in a relevant field, such as Computer Science, IT, or Software Engineering, or relevant work experience.
• Proven experience in diagnosing and resolving software and hardware issues.
• Strong familiarity with network troubleshooting, operating system configuration, and remote desktop tools.
• Excellent communication skills, both written and verbal, with the ability to explain technical concepts in simple terms.
• Customer-centric attitude with a genuine passion for assisting people with computer-related challenges.
• Proactive mindset, with the ability to identify potential issues and address them before they impact customers.
• Problem-solving mindset, capable of analysing complex issues and providing innovative solutions.
• Ability to work effectively both independently and as part of a collaborative team.
• Attention to detail and organizational skills to document solutions and maintain accurate records.
• Strong sense of accountability and responsibility to ensure timely and accurate support to customers.

Preferences:

• Knowledge of Microsoft Windows Server and Linux OS (Ubuntu)
• Knowledge of Amazon Web Services such as Cloud Watch, EC2, VPC, S3, IAM and understanding of core networking concepts such as TCP/IP, Firewalls, NAT and VPN
• Knowledge of PowerShell and Bash scripting. Perl and Python
• Strong oral and written communication skills in English
• Knowledge of Octopus Deploy
• Knowledge of monitoring tools such as Grafana, OpenSearch, Kibana, Prometheus, OP5.
• Knowledge of REST API, Postman, and SOAP UI
• Knowledge of Microsoft Active Directory

What's in it for you?
If you feel great, you'll do great. Our employees know that their package of benefits, activities, and initiatives are some of the most generous in the industry. From challenges to chill outs, the fun we share at play helps inspire excellence from the go.
Apply now to find out more. It's your best move. This opportunity will remain open until we meet the right candidate.
GO for it.
We believe the way forward relies on well-regulated gaming and player safety. Our commitment to this sets the standard for our industry.
Department Market Locations Las Vegas, New Jersey, Delaware Remote status Fully Remote