Full-Time Technical Support Manager

Dive into the dynamic world of social gaming and be part of a rapidly expanding team at Patrianna LTD!

Role: Technical Support Manager

Company: Patrianna LTD

Location: Ukraine/EU

Employment Type: Full-time, Remote

We are seeking a strong and mature Technical Support Manager to join our Randomizer backend team.

Responsibilities:

• Build and maintain relationships with customers for high satisfaction.
• Actively participate in hiring technical support engineers.
• Gain in-depth knowledge of Patrianna products.
• Resolve technical problems using root cause analysis for process improvements.
• Directly engage with customers to troubleshoot technical issues.
• Participate in team meetings to solve issues.
• Research and resolve complex technical issues.
• Meet Service Level Agreements and customer requirements.
• Test and verify product functionality to understand and reproduce customer issues.
• Document failure analysis and solutions for future reference.

Experience/Skills:

• 5+ years experience in technical support, preferably in igaming.
• 1+ year experience as a Team Lead/Manager.
• Proficiency in SQL (writing and demonstrating queries).
• Experience with scripting languages (Bash - a plus).
• Knowledge of troubleshooting on Postman and integrations.
• Experience with GCP, Cloudflare, Grafana, Kubernetes (k8s), and Docker (a plus).
• Basic coding skills (any language - advantageous).
• Strong problem-solving skills, especially in application troubleshooting.
• Excellent written and verbal English communication.
• Resilience and adaptability.
• Proactive mindset.

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