Support Engineer

About Techona

Since 1998, we’ve led the way in the online gaming industry, not just as games and interface designers, but also as the engineers of complete gaming business platforms.

Since the beginning, we’ve recognized that success begins with people. That’s why, we employ some of the best in the industry – seriously talented people with a true understanding of and passion for the gaming business. This mix of talent, passion, and experience drives the business; and our commitment to innovation keeps us at the cutting edge of the industry.

Position

The Software Support Engineer is operations- and application-related position with responsibility for monitoring and attending client’s service requests, incidents, new features and any other related technical assistance required for supporting our main product; an online platform for operators. He/she will be part of 6 people Operations team located in Prague with support and help from the main DevOps department located in Costa Rica and Dev department in Prague.

Our Operations team is mostly self-sufficient unit for troubleshooting incidents and handling requests from clients with the support of other involved teams, so it’s not just forwarding tickets to other engineers. We proactively monitor our platform, predict problems, deploy new releases of our products. Our main clients are operators of the platform, so we are not handling first level T1 customer support, but only advanced tasks from level T2 and T3 and therefore we need an experienced engineer with at least basic work experience in a similar environment.

What Operation team is doing daily?

• It is constantly monitoring and troubleshooting the platform for our customers following our ticketing system and established workflows.
• There is always one member taking the role of a Shift Manager and handling prioritization of incidents and requests with an approach to analyze the impact to the whole platform and being the main point of contact for the Operations department in a given point of time.
• The team is also doing scheduled maintenance operations over production environments, keeping the service levels within the agreed time frames. Execute platform upgrades, set up new client environments, performs data migrations and moves of websites, databases and application servers.
• When the Operation team is not able to handle a task alone, we escalate the problem to other departments and providers, keeping the flow of how the problem is processed and informing clients.
• Creates high quality documentation based on his/her work experience and knowledge.
• Experienced members can provide internal trainings to other Support Engineers.
• Every idea or innovative approach is taken into account.

Your qualification

• Experience providing proven high-quality technical client support
• Basic experience with scripting languages (preferably PowerShell)
• Strong SQL and database design experience
• Excellent customer service skills
• Strong verbal and written communication and interpersonal skills
• High level of verbal and written English language as company and clients are multinational
• Experience with Windows base services (IIS)
• Be able to resolve problems with an analytical approach and commitment to finish tasks
• ITIL best practices knowledge, but it’s possible to learn it in process

Will be a plus

• Experience developing .NET based applications
• Working with HTML, JavaScript, and CSS

What we offer

• Full-time employment in Prague
• Nice working environment — new offices at the office park Brumlovka — Prague 4, with table football, PlayStation and fully stocked kitchen — snacks, fruits, vegetables, coffee, juices, etc.
• Bunch of benefits: meal vouchers, 12 sick days, MultisportCard, Pension Savings, UNLIMITED paid vacation, private pension savings contribution, English and Czech classes
• Personal and professional development ensured (training, courses…)