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


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