Support Engineer

Job Description

Ready to level up your career?

Playtech Managed Services division is looking for a motivated Support Engineer with strong analytical thinking, excellent communication skills, and the ability to thrive in a fast‑paced technical environment.

Your influential mission. You will…

• Perform frontline support, acting as the first point of contact for client‑raised bugs and requests, ensuring the ticket queue is managed efficiently and issues are handled quickly and appropriately
• Own support tickets through their entire lifecycle, driving each one to a clear and timely conclusion
• Investigate technical issues by reviewing logs, analysing behaviour, and diving into code when necessary
• Communicate directly with customers within support tickets, providing clear, accurate, and empathetic updates
• Coordinate with feed providers when issues originate outside the platform
• Create scripts and tools to streamline access to relevant data and improve troubleshooting efficiency
• Collaborate with development teams to triage, prioritise, and escalate issues appropriately
• Work with Account Managers to route non‑bug requests, such as new feature ideas, to the correct internal teams
• Manage multiple tickets simultaneously while maintaining high quality and responsiveness

Qualifications

Components for success. You…

• Communicate with B2B clients about issues clearly, professionally, and with a service‑oriented mindset
• Maintain tickets in an issue‑tracking system, ensuring accuracy, structure, and timely updates
• Investigate and resolve issues reported by clients, applying strong analytical and troubleshooting skills
• Coordinate resolutions with third‑party providers and internal development teams to ensure smooth and efficient outcomes
• Bring at least 2 years of experience as an L1 or L2 Support Engineer in a technical environment
• Apply strong troubleshooting skills including debugging client issues, analysing logs, and detecting anomalies
• Work confidently with Linux in production environments and provide system‑level support
• Use SQL to query, analyse, and validate data as part of issue investigation
• Operate within issue‑tracking tools such as Jira or ServiceNow
• Support web‑based applications and understand their architecture and behaviour
• Write and use Bash scripts to automate tasks and improve diagnostic efficiency
• Handle multiple issues simultaneously while maintaining quality and focus
• Work independently with minimal supervision, taking ownership of your workload
• Communicate effectively with both technical and non‑technical stakeholders
• Use advanced English skills in both written and spoken form
• Demonstrate a service‑minded, problem‑solving attitude in every interaction and task

You’ll get extra points for…

• You bring experience developing applications in Python and can use it to automate tasks or support troubleshooting
• You have worked with Docker and Kubernetes and understand containerised environments
• You have Sports Betting experience and can apply domain knowledge to issue analysis and client communication

Additional Information

Thrive in a culture that values...

• Contribution and achievements by offering performance bonuses and ample opportunities for internal growth.
• Employees' health and wellbeing through comprehensive health and dental insurance plans, life insurance, MultiSport card, employee assistance program and food, travel and wellness allowances.
• Work-life balance by providing 25 days of paid annual leave, allowing you to relax and recharge.
• Continuous growth with company-sponsored seminars, training programs, social activities, and events, guiding your professional journey and helping you achieve your career goals.
• Celebrating life events with additional bonuses such as newlywed, and baby bonuses.

PLAYTECH MANAGED SERVICES

Established in 2007 in Sofia, Bulgaria, Playtech Managed Services has grown into a thriving hub of 500 dedicated professionals, fostering a culture of collaboration, respect, and support. Specializing in customer support and risk management services for leading gaming platforms worldwide, our teams boast industry-leading response times and expertise. We prioritize the personal and professional development of our team members, offering opportunities for both horizontal and vertical growth. Our dedicated employees invest their time and expertise in our success, and in return, we invest our passion in them. We provide a fun, creative, rewarding, and inspiring environment where individuals have the freedom to express themselves.

Playtech is an equal opportunities employer. Our mission is to welcome everyone and create inclusive teams. We celebrate differences and encourage everyone to join us and be themselves at work.