Suntech INNOVATION

Suntech Innovation is a product R&D company that creates solutions for the dynamic iGaming ecosystem. Our mission is to build cutting-edge platforms that help reinvent the iGaming industry.

We are currently looking for a First Line Support team member. This person is expected to provide outstanding support for clients and be responsible for successful platform operation.

Requirements:

• English: Intermediate or higher
• Excellent PC skills and confidence in working with different tools and systems
• Ability to prioritize and manage multiple tasks when needed
• Ability to make decisions within established processes and explain the reasoning behind them
• Knowledge of SQL/DevTools/API/Jira will be an advantage
• Ability to work part-time shifts: 3 × 8-hour shifts per week (24 hours/week, approximately 96–108 hours/month), covering 7am–3pm, 3pm–11pm, or 11pm–7am, with the option to swap shifts with teammates when needed.
• Ready to hire a student (If you are studying in IT major this would be an advantage)

Responsibilities:

• Receive and manage support requests through internal communication channels and ticketing systems (Slack, Teams, Telegram, Jira Service Desk). No cold calls
• Diagnose and troubleshoot technical issues
• Ask customers targeted questions to quickly understand the root of the problem and gather additional details for higher levels of support
• Monitor issues through to resolution, within agreed time limits (SLA)
• Properly escalate issues unresolved by 1st line to appropriate internal teams
• Ensure all issues are properly logged within the ticketing system
• Follow up with clients to ensure their systems are fully functional after troubleshooting

Personal skills required:

• Attentiveness
• Responsibility
• Discipline
• Friendly temper

You will get:

• A position in a product development company with a dynamic environment and real-life support scenarios
• Opportunity to grow inside the company and potentially move towards technical roles (QA, FE, etc.) based on performance and business needs
• Ability to contribute ideas and improvements to internal processes and support flows
• Supportive team of professionals and a collaborative working culture
• English language courses (corporate classes, subject to availability)
• Paid annual breaks (6 paid shifts per year, accrued monthly)
• Medical insurance coverage (after 1 year of cooperation)
• Wellbeing package: online-yoga classes, Yakaboo, BetterMe App: Health Coaching, BetterMe App: Mental Health
• Corporate online activities and team-building initiatives (e.g. Random Coffee)
• Remote-first culture: we primarily work remotely, but also have an office in Kyiv

About the team
We are a focused engineering team of 5 to 9 people at a multi-product tech SaaS company. We work across personalization, recommendation, fraud detection, and some GenAI, through real-time, near-real-time, and batch pipelines. The team is a blend of Python backend engineers, ML engineers, QA (manual and automation), a data engineer, and data scientists. Our shared mandate is to take experimentation from our data scientists and turn it into
robust, production-grade systems, either as standalone services or integrated into wider platforms.

The role
You will build the data pipelines that power our experimentation and production systems, the backbone behind fraud detection, recommendations, and personalization. You will work primarily with Kafka (sometimes Flink), Spark on Databricks, and Airflow, modelling and optimizing data for both experimentation and production serving, and partnering closely with data scientists and backend engineers on data contracts and reliability.

Responsibilities
• Build and operate batch and streaming data pipelines (structured & unstructured data)
• Work primarily with Kafka, Spark on Databricks, and Airflow
• Model and optimize data for both experimentation and production serving
• Partner with data scientists and backend engineers on data contracts and reliability
• Own pipeline quality: testing, monitoring, and performance
• Take part in the teams on-call rotation for the pipelines you build and operate

Requirements
• 3+ years of data engineering or software engineering for data

• Strong Python, including PySpark
• Kafka and stream processing
• Databricks experience
• Airflow or similar orchestration tools
• Strong SQL and data modeling, plus solid relational database skills
• Software engineering mindset
• Fluent spoken English, as you’ll work with an international team and all interviews will be conducted in English.

Nice to have
• Flink

• ML Feature stores
• MLOps and ML pipeline exposure
• Docker and Kubernetes
• SaaS or high-scale product domain experience

Why join us
• Work on high-scale, high-throughput systems
• Broad range of technologies, stacks, and problems
• Contribute to turning experimentation into production systems
• A strong engineering culture that values technical depth and ownership
• Flexibility through hybrid and remote working
• A distributed team across Dubai and Europe
 

You will get

• A position in a product development company with a dynamic environment and several concurrent projects;
• Continuous self-improvement and growth, including budget for certifications and courses;
• Competitive salary plus financial bonuses;
• Medical insurance coverage;
• Company prepaid AI agent;
• Wellbeing package: online-yoga classes, Yakaboo, BetterMe App: Health Coaching, BetterMe App: Mental Health;
• Corporate events and fun team-building activities.
• Remote-first culture
   

Interview Stages

1. HR Interview (30-45 minutes) — Initial conversation to discuss your experience, career goals, and cultural fit.
2. Technical Interview (1 hour) — In-depth technical interview covering relevant skills.
3. Final Interview (1,5 hour) — A comprehensive discussion with the team, focusing on role-specific competencies and alignment with company values.
4. Reference check & Job Offer