Technical Support Engineer (offline)

Your objectives are:

1. Help our customers successfully integrate our products and support them
throughout the process removing any blockers as they arise

2. Provide continuous support to our customers

Responsibilities

- Become the owner and represent RubyPlay in the integration process with our customers

- Develop a very high understanding of our solution and APIs and how they should be implemented in the different customer’s business cases and technical models

- Become the source of knowledge in the company for how our system is integrated with different systems and have a full understanding of the entire communication flow from authenticating players, player registration, deposit/withdrawals etc

- Track the progress of the integration and communicate any blockers

- Collect business requirements from customers to help resolve specific issues, or add needed functionality and provide feedback to our development team

- Responsible to document and update all information related to the integration process status

- Responsible for signing off the integration, seeing for the successful “go live”

- Participate and contribute to the improvement of the process, allowing for a smooth, simple and fast integration

- Responsible to test and verify changes and the consistency of our APIs and its endpoints

- Handle and respond to customer requests within SLA

- Provide effective, efficient and knowledgeable resolutions

- Create and update cases and communicate to the customer in a clear and precise manner each change

- Help define and improve processes and procedure for supporting our customers

- Collaborate with internal stakeholder, communicating the customers’ needs to help us build better solutions

Qualifications

- Previous Experience as a Support engineer / Configuration engineer / QA at least (2 years) a must

- SQL knowledge and hands-on experience

- Proven ability to work in a dynamic and evolving environment managing multiple calls and integrations at the same time

- Software development experience is a big plus

- Strong understanding of client-server communication protocols

- Strong understanding of HTTP protocol and its statuses

- Knowledge of REST APIs and JSON

- High level of English both written and verbal

- Willingness to work in unusual hours (outside of office hours) as some of the accounts are located in different time zones

- Willingness to work on a rotating 16/7 shift basis