Read by 52 job seekers.

, Argentina

We are looking for a Service Operations Support Engineer to join our team responsible for supporting clients on our platforms. You will work on all aspects of troubleshooting mission-critical 24/7 client operations. Your mission will be to provide excellent B2B customer support to our clients in order to ensure our very high quality standards are met. You need to be a great communicative person, proactive, self-motivated and with a strong customer-focused attitude which will ensure building outstanding relationships with our clients.

You will be joining a tight knit, friendly, professional team of people who are dedicated to provide support, get excited to solve tough problems, and like seeing results, fast.

You get excited by challenges and deadlines and are driven to succeed and know how to celebrate with your team, when you do.

To fill this role you need to be available to perform all three shifts in a 24/7 rotation:

From 10/11AM to 18/19PM (Argentina)
From 18/19PM to 2/3AM (Argentina)

What you'll be doing:

Provide 1st line support to respond, investigate and resolve escalated incidents and service requests through the internal Service Management system
Being a product and service champion for our platforms and ensure client’s full adoption through continuous support and customer-focused approach
Escalating directly to other internal support teams where a resolution is not immediately possible
Proactive monitoring of live production environments and event management
Hands-on handling and troubleshooting of a wide variety of support matters
Identify application defects and follow-up on the issues with other internal service teams forming part of the support framework, and external service provider(s)
Identify 3rd party platform problems and communicate as necessary, both internally and externally
Liaise with service providers and other teams, following incidents through to resolution
Build internal knowledge base and self-support articles to help in acting faster on future incidents
Speedily interpret and process data from various sources in a fast moving and changing environment
Define and implement enabling tools to run and operate efficiently
Taking immediate action to mitigate losses to both business and customer

Who you are:

Attention to detail
Ability to detect urgencies, assess impact and prioritise
Work well under pressure
Ability to efficiently solve problems
Excellent interpersonal skills
Customer and Service-centric approach
Flexible team player
Excellent verbal and written communication skills
Language proficiency:

Required: English C1/C2
Preferable: Spanish B1/B2

Willingness to work 24/7, covering different shifts during the day and night, in a rotation
ITIL Foundation certified or equivalent experience working in an organisation adopting ITIL best practices
2 years experience in a 24x7 production support environment
Experience in using Atlassian Jira, Confluence and Opsgenie
Experience in the Gaming sector of more than one year
Experience with Service Monitoring tools

Estimated Salary range:

Our salary intelligence, powered by our AI algorithms, has calculated an estimated range for this position between $30,000 - $45,000 . Please note that the actual salary for this position may vary, as it is dependent on various factors including but not limited to experience, location, and market dynamics.

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