Service Operations Engineer

We are NeoGames, a global leader of iLottery solutions and services to the national and state-regulated lotteries.

We empower our customers to create the most successful iLottery programs with a complete solution that includes industry-leading omnichannel platforms, an innovative portfolio of the best-performing interactive games, and a full suite of business and technology services.

We are on the lookout for extraordinary people, who will be eager to learn, to be a part of a team and share our vision.

Responsibilities:

• Communicate with a customer in e-mails, JIRA items, and conference calls.

• Provide Tier 3/4 services for internal and external entities, provide a high level of support to meet the customer SLA, and minimize escalations to R&D.

• Interface with various Departments, R&D, and Customer Support groups to address product issues in complex environments.

• Own, troubleshoot, and solve customer technical issues, using collaboration, troubleshooting best practices, and transparency within and across teams.

• Prioritize, monitor, and be responsible for the progress of all problems reported.

• Manage critical escalations during on and off hours.
  

Requirements:

• Excellent verbal and written communication skills in English – Must

• Proven ability to troubleshoot and resolve technical issues in a creative, customer-oriented, and results-driven mindset – Must.

• Strong understanding of web and web-related technologies and Client/Server applications – An advantage

• Previous experience in SQL – An advantage

• 2+ years of relevant experience in a customer-focused position involving technical knowledge – An advantage.

• Experience with Web debugging tools – An advantage

• Service Oriented and good communication and interpersonal skills

• Fast & self-learner, hardworking, team player, organized and responsible, dynamic, motivated, and independent.

• Bachelor’s degree in computer science/software engineering (or similar) – An advantage

• 24/7 availability in case of critical issues (on-call duty)