Technical Support Analyst

Sofia, Bulgaria

Who we are

Pronet Gaming offers a next generation B2B platform delivering the gaming experience of the future to over 70 customers worldwide. With market-specific online sportsbook, casino and retail solutions, it combines a technology-led approach with vast industry know-how, giving clients a reliable service tailored to their needs. Its casino portfolio features more than 6,000 slots from leading suppliers and its sportsbook solution provides over 35,000 live events across 65 sports. Its omni-channel retail powers land-based estates connecting to any online operation, ensuring full customisation.

Pronet Gaming are dedicated to changing the industry and recently expanded their commercial operations to include African, Asian and LatAm markets.

Purpose of the role

Reporting into the Incident manager, the position requires the candidate to lead end-to-end incident resolution, record and maintain reports and records and maintain communication to all relevant stakeholders. The analyst will drive analysis and improvements to monitoring, alerting, processes, and procedures.

You will be responsible for

Identify and diagnose issues and problems raised
Take ownership of customer issues reported and see problems through to resolution
Perform root cause analysis using Lean Six Sigma or similar method
Advise partners and/or account managers on appropriate course of action
Collaborate with other team members to achieve satisfactory resolution of customer issue
Maintain clear and concise communication with all stakeholders
Create and maintain problem, outage, and retrospectives/postmortem records
Ensure proper reporting and follow up of previous incidents
Set up, monitor, and take appropriate action on system alerts
Develop recommendations for changes and improvements to prevent issue reoccurrence
Responsible for being single point of contact for any technical issues across all products of the company

You will have

Knowledge of Incident management best practices and/or relevant experience
Knowledge of Jira, Confluence or any similar ticket tracking and knowledgebase systems
Proven working experience in enterprise technical support, IT support or as a technical engineer
Knowledge of application logging and monitoring tools such as ELK, New Relic, Splunk, Dynatrace or any similar applications

Person specification

Good understanding of computer systems, mobile devices, and other tech products
Ability to troubleshoot complex hardware and software issues
Excellent problem-solving and communication skills
Fluent verbal and written English

You will receive

Hybrid way of working / fully remote option
Additional annual leave days
Day off on your birthday
Additional health insurance and dental service coverage
Multisport card
Flexible working hours
Attractive annual bonus
Referral bonus
Additional paid maternity leave
Training and development opportunities
Memorable team buildings