Play'n GO · 1 week ago
Customer Technical Support
United States
Full-time
Remote
Mid, Senior LevelPlay'n GO is a leading gaming entertainment supplier known for innovative mobile games. The Customer Technical Support role involves diagnosing and troubleshooting software and hardware problems, providing effective solutions, and collaborating with customers to enhance their experience.
GamingCasinoGambling
No H1B
Responsibilities
Diagnose and troubleshoot software and hardware problems, providing timely and effective solutions to customers
Proactively monitor the infrastructure to identify and address potential issues and resolve them before they impact the customer experience
Utilize remote desktop connections to deliver immediate troubleshooting and resolution of network and reachability issues that may arise from our cloud instances
Utilize a ticketing system and chat applications to swiftly address straightforward customer queries, ensuring customer satisfaction
Collaborate with customers over the phone to offer clear and detailed instructions or provide written technical manuals for more intricate issues
Build and maintain a strong rapport with customers, earning their trust and becoming their go-to source for technical assistance
Stay up to date with industry trends and advancements to provide cutting-edge solutions to customers
Collaborate with cross-functional teams to address complex technical challenges and improve the overall customer experience
Document technical support processes, solutions, and best practices for future reference and training purposes
Lead and mentor other Customer Technical Support members of the team
Lead initiatives for team improvement chosen by managers
Provides help to management, including hiring and training
Participate in escalation handling duties assigned by team managers
Review technical issues cross-functional teams including RnD - tasked accordingly, case priorities and other issues
Assist with regional team scheduling and resource planning
Qualification
Required
Technical Troubleshooting & Root Cause Analysis – Ability to diagnose and resolve software, hardware, network, and system issues efficiently
AWS & Cloud Infrastructure Knowledge – Strong understanding of cloud environments, instance connectivity, and core infrastructure concepts
Monitoring & Observability Tools (OpenSearch & Grafana) – Experience analyzing logs, metrics, dashboards, and alerts to proactively identify and resolve issues
Network & Connectivity Troubleshooting – Proficiency in resolving reachability, DNS, latency, firewall, and access-related issues
Ticketing System & Case Management Expertise – Skilled in using ticketing tools to manage cases, prioritize workloads, meet SLAs, and handle escalations
Chat-Based Customer Support Proficiency – Well-versed in handling real-time chat support while efficiently resolving straightforward customer inquiries
Remote Support & Desktop Tools – Ability to use remote access tools to investigate and resolve technical issues in real time
Technical Documentation & Knowledge Sharing – Experience creating and maintaining runbooks, SOPs, technical guides, and best practices
Cross-Functional Collaboration (R&D / Engineering) – Strong collaboration skills to work with internal teams on complex technical issues and service improvements
Leadership, Mentoring & Escalation Handling – Proven ability to mentor team members, lead initiatives, support management, and handle customer escalations
Preferred
Network Operations Center (NOC) Experience – Experience in setting up, operating, or supporting a Network Operations Center, including monitoring, alerting, and incident response workflows
Incident & Problem Management – Proven experience handling incidents and problems, including triage, escalation, root cause analysis, and post-incident reviews
Customer-Facing Technical Support – Experience working in a customer-facing environment, effectively communicating technical issues and solutions to non-technical stakeholders
iGaming experience is a plus
Benefits
Generous in the industry
Benefits, activities, and initiatives
Company
Play'n GO
Hey there! Welcome to the home of the best gaming entertainment supplier there is.
Founded in 1997
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
J
Johan Törnqvist
Group CEO & Co-Founder
James Trusler
Chief People Officer
Recent News
2025-10-29
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2025-03-10
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