Technical Support Engineer

You’re probably asking yourself “Why should I read all of this?”

Well, are you looking to work with living legends, in a superb environment, on exciting projects and get a mind-blowing package at the same time? Then look no further!

Our history starts with Videoslots (the world’s BIGGEST online casino!)

Videoslots were born in 2011 as a result of a handful of entrepreneurs who not only had a knack for entertaining others but also an affinity with the iGaming industry. They teamed up and went about building an industry leader, setting the bar to an all-new high. In just under nine years we now offer over 5,000 games from 150+ different game providers and we’re set to keep on growing! Naturally, we can't do all of this as well as all the exciting things we have lined up for the years to follow without the living legends that make our business the success it is today.

That is why the company line has grown and Raw Innovation Sweden started in Stockholm, Sweden 2020. Our mission is to recruit more living legends and make Raw Innovation Sweden a creative workplace you can´t say no to. We are currently 17 employees at the office and we want to be 30 in 2022.

Passionate about technology and solving problems? Than this is the right role for you!

As Technical Support Engineer, your main responsibility is to act as the single point of contact during software-related incidents affecting our platform, communicating both with internal and external stakeholders. Being a highly motivated team player will also be absolutely essential within this role as well as being eager to learn new things and new technologies.

You will:

• Offer 2nd line support to our platform on application level, escalate and resolve cases promptly
• Be an important part of the development life cycle
• Support via our service management tool, telephone, email, or any other internal communication tool
• Troubleshoot, resolve issues and solve service requests
• Properly escalate unresolved issues to appropriate internal teams
• Prioritize and manage several open issues at one time
• Produce custom made reports
• Document extensively on our knowledge base
• Perform system monitoring and act when necessary
• Implement scripts to fix data
• Generate technical reports focusing on customer complaints and resolutions
• Proactively work on improving the procedures to enhance our service delivery processes
• Provide required notifications and updates on all incidents within established service levels
• Ensure that Incident Management KPIs are recorded and their targets are met
• Coordinate and act as SPOC (Single Point of Contact), with support leaders and technical experts to ensure swift resolution of incidents in accordance with the Incident Management process
• Assist in other tasks as directed by the Team Leader
• Form a part of a specialist’s team, available 24/7 (including being available on “standby”)

We are looking for YOU, if you have....

• Good experience in application support, 2nd line or incident management teams
• Proven knowledge in MySQL, PHP, and JavaScript
• Hands-on experience with Linux environments
• Ideally, a Laravel and/or Vue.js application support experience
• Excellent analytical, problem-solving, and decision-making skills
• Knowledge on how to use Grafana & Elastic Dashboards
• Ability to multitask and prioritization especially in high-stress situations
• Good communicator in both verbal and written English
• Degree in computer science or similar field

Ready for the best part? Here’s what you’ll get for your hard work:

• Flexible start and finish times
• 30 paid vacation days a year
• Relaxed working environment
• Private health insurance
• Pension
• Daily fresh fruit, tea, and coffee
• Wellness allowance
• Refer a friend bonus
• Professional development support
• Department team building activities
• Monthly get-togethers and activities
• Brand new laptop
• Birthday leave
• Additional marriage leave
• 1 volunteer day
• Company loyalty trip

Please take the time to read our Candidate Privacy Notice prior to applying:

Privacy Notice - http://www.rawinnovationsweden.com