Tech Support Engineer L2

Location : Hyderabad, India

Reports to : Line Manager in the Organization

Department : Customer Onboarding

Type of Position : Full Time (on-site)

ABOUT US

Arrise Solutions India Pvt. Ltd. is a leading content provider to the iGaming and Betting Industry, offering a muti -product portfolio that is innovative, regulated and mobile-focused. Arrise strives to create the most engaging and evocative experience for customers globally across a range of products, including slots, live casino, sports betting, virtual sports and bingo.

ABOUT THE ROLE

We are looking for a Technical Support Engineer with excellent debugging, troubleshooting and communication skills in enterprise-grade applications. You will be part of an open and talented software team that works on mission-critical applications. The job will involve debugging, troubleshooting, and supporting Java based applications and thus an excellent knowledge of Java is must.

KEY RESPONSIBILITIES

Resolve technical issues created by customers looking for help to understand or troubleshoot unexpected behaviors or answer technical questions about the games and applications.

Understand and troubleshoot solutions in a complex technical environment.

Multi-task in a fast-paced high-performance environment collaborating with multiple teams.

Maintain a professional demeanor and customer focus when handling complex issues.

Interact with our clients all over the globe on need basis

Debug and Provide RCA (Root Cause Analysis).

Document the investigation and create Major incident document and known error document. Further work to document existing knowledge in Knowledge articles.

Understand the code flow and application functions

Understand the queries given by the customer Support team.

Coordinate with internal teams to proactively identify the issues in the system.

Analyse and Identify service improvement items and design solution.

Support continuous improvement by investigating alternatives and technologies.

SLA adherence with respect to keeping clients happy.

Be an excellent team player and take responsibility for the Issue end to end.

Qualifications :

B.Tech / B.E, B.Sc.(Computer), BCA, MTech, MCA, MS / M.Sc.(Computer Science) or JAVA DeveloperRole : L2 / L3 experience

KEY SKILLS

Proven working experience in Java development.

Experience in supporting services using back-end technologies.

Knowledge on writing Database queries.

Excellent programming skills using Java / J2EE, XML / JSON, XSL, JMS, RESTful web services.

Excellent debugging and troubleshooting skills.

Strong investigation skills using tools like Kibana or Splunk and Grafana.

Excellent written and verbal communication skills.

2+ years of experience with enterprise software application support. Experience in writing quality Knowledge articles.

Experience with analyzing the back-office reports.

Experience in pattern analysis and identifying the product improvement areas.

Willingness to work in shifts when needed.

WHAT WE OFFER

Competitive compensation depending on experience

Opportunities for professional and personal development.

Opportunities to progress within a dynamic team.

Chance to work with close and collaborative colleagues.

Comprehensive health coverage.

OUR VALUES

PERSISTENCE We never give up and are determined to be the best at what we do.

RESPECT We value and respect our clients, their players, and our team members; promoting professionalism, integrity and fairness without compromise.

OWNERSHIP We take ownership of our work and consistently deliver in a reliable manner; always providing the highest level of quality.