Technical Support Engineer

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201 - 500 employees

We 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. Now in just under twelve years we now offer over 9,000 games from 170+ 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.

📋 Description

• Serve as a primary technical point of contact for casino operators and integration partners • Diagnose and resolve technical issues related to game behaviour, platform integrations, wallet connectivity, and configuration • Escalate complex or unresolved issues to the appropriate engineering teams • Investigate technical problems systematically, using log analysis, remote diagnostic tools, and internal environment access • Collaborate with backend engineers, QA analysts, and the wider production team • Create and maintain clear, accurate documentation of technical issues, resolutions, and support interactions • Maintain a strong, up-to-date understanding of Immense Studio's game platform, integration protocols, and product features • Participate in quality assurance of support interactions

🎯 Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related field; or equivalent professional experience in a technical support role. • Strong analytical and problem-solving skills • Solid understanding of networking fundamentals and web-based application architecture. • Excellent written and verbal communication skills in English • Experience using ticketing and incident management systems (e.g. JIRA, Zendesk, or equivalent). • Proficiency with remote support and diagnostic tools • Proven experience in a Technical Support Engineer or Application Support role

🏖️ Benefits

• Flexible work arrangements • Professional development opportunities