Technical Support Engineer

BettingJobs is working with a fast-growing sports betting and gaming technology provider on the appointment of a Technical Support Engineer to join its technology team.
This is a hands-on technical support role for someone who enjoys getting to the root of complex problems. You will provide technical and application support across the B2B and B2C platforms, troubleshooting application issues, integrations, APIs, databases, client environments, configurations and production incidents. Working closely with engineering, DevOps, QA and security colleagues, you will take ownership of incidents from initial investigation through to resolution or escalation. As the platforms operate 24/7, you will take part in a rotating on-call rota.

Responsibilities:

• Provide technical and application support across B2B and B2C platforms for operators, partners and internal teams
• Investigate and resolve application, API, database, integration and connectivity issues
• Monitor production environments and respond to incidents and alerts within defined response-time targets
• Troubleshoot using application and server logs, monitoring tools and diagnostic information
• Analyse API requests and responses to identify integration and application issues
• Run SQL queries to investigate data, account, transaction and configuration issues
• Troubleshoot sportsbook, casino, wallet, payment, bonus, CRM and reporting functionality
• Support B2B client integrations, onboarding, environment configuration and technical integration activity
• Investigate B2C production issues affecting users, transactions, accounts and platform functionality
• Reproduce reported issues and provide detailed technical information to development and QA teams
• Escalate complex issues to .NET, Angular, DevOps, Security or QA teams in line with defined escalation procedures
• Track incidents and support requests through the ticketing system and maintain clear documentation of troubleshooting steps and resolutions
• Communicate clearly and professionally with clients and partners throughout the resolution process
• Participate in a rotating 24/7 on-call schedule and contribute to incident reviews
• Identify recurring problems and recommend improvements to the platform and support processes

Requirements:

• 2+ years' experience in technical support, application support, production support or a similar technical role
• Strong troubleshooting and problem-solving skills, with the ability to investigate independently before escalating
• Good understanding of web applications and client-server architecture
• Good understanding of REST APIs and HTTP/HTTPS
• Experience using logs and diagnostic tools to troubleshoot application issues
• Basic to intermediate SQL and Microsoft SQL Server knowledge
• Understanding of networking fundamentals including TCP/IP, DNS, HTTP/HTTPS and VPNs
• Experience working with ticketing and incident-management systems
• Ability to communicate technical issues clearly to both technical and non-technical audiences
• Good understanding of software development and release processes
• Strong attention to detail and the ability to work under pressure during production incidents
• Willingness to participate in a rotating 24/7 on-call schedule
• Good written and spoken English