Technical Support Manager at Patrianna

Dive into the pulse of cutting-edge solutions with Patrianna LTD!

Are you ready to dive into the dynamic world of social gaming and be part of a rapidly expanding team? We're on the lookout for a talented Technical Support Manager to join our Patrianna LTD team on a full-time basis.

What You Gain?

Dynamic Environment: Step into the heart of a super fast-growing social gaming company, where innovation and creativity thrive.

Global Impact: Be at the forefront of crafting a global social entertainment platform, with a primary focus on captivating the North American market.

Limitless Growth: Take your career to new heights with opportunities for advancement and personal development. Join us in the exhilarating journey of continuous growth.

Massive Reach: Contribute to the development of client web and mobile apps that engage with up to 150 million customers worldwide.

Commitment to Excellence: We're dedicated to delivering high-quality code, ensuring predictable behavior in production, seamless scaling, and automation every step of the way.

We are looking for a strong and mature Technical Support Manager to join our Randomizer backend team in Ukraine / EU on a full-time basis in a super fast-growing social gaming company.

The company is building a global social entertainment platform focusing on the North American market. This is an exciting opportunity to join a fast-growing team in the early stages of incredible month on month growth with multiple opportunities to further your career and development as the business continues to grow.

Randomizer backend team is focused on building the API for innovative sports-oriented skill games within this platform.

You will participate in a full-cycle development of backend API to serve our web and mobile clients in an agile manner.

The role

As a Technical Support Manager you'll be at the forefront of delivering exceptional technical support. Your expertise will not only resolve complex customer issues but also drive continual improvement in our support processes. We value self-starters with a thirst for learning and the ability to adapt to the dynamic needs of our customers and technology. The individual should have a strong technical background in igaming or a comparable field. The position requires the ability to troubleshoot escalated customer issues, perform log analysis and configure feature sets.

Key responsibilities — what you'll be doing

• Build and maintain relationships with new customers, ensuring a high level of customer satisfaction.
• Play an active role in the hiring process of technical support engineers, contributing to the growth and development of the team.
• Gain deep knowledge of Patrianna products, becoming an expert on specific features and user needs.
• Resolve technical problems for customers, using root cause analysis to drive process and policy improvements.
• Directly engage with customers over calls to troubleshoot technical issues.
• Participate in team meetings to address and solve challenging issues collaboratively.
• Research and resolve complex technical issues, demonstrating expertise and problem-solving skills.
• Work closely with the leadership team to meet Service Level Agreements (SLAs) and customer requirements.
• Test and verify product functionality to understand better and reproduce customer issues.
• Document detailed failure analysis and solution information within cases for future reference.

Experience & skills:

• 5+ years of experience in a Technical Support Engineer role, preferably in igaming or a related field.
• 1+ years of experience as a Team Lead/Manager in a technical support setting.
• Proficiency in SQL, with the ability to write and demonstrate SQL queries or scripts.
• Experience with scripting languages such as Bash is a plus.
• A deep knowledge of troubleshooting on Postman, and integrations built on them
• Experience with GCP Cludflare, grafana, k8s, docker as plus
• Basic coding skills in any programming language are advantageous.
• Strong problem-solving skills, particularly in troubleshooting applications.
• Excellent written and verbal English communication skills.
• Resilience and adaptability in dealing with changing priorities and uncertainty.
• Proactive mindset, with a focus on identifying and solving potential problems.

Benefits:
Full Remote Work: Enjoy the flexibility of working remotely from wherever you feel most productive.
Generous Leave Policy: Take advantage of 25 days of paid time off, encompassing both vacation and sick leave, to ensure you can recharge and recover when needed. 
Company Events: Engage in our vibrant company culture through a variety of informal events designed to foster camaraderie and teamwork.
Continuously Development: Get an opportunity to join a fast-growing business where the sky's the limit.