Technical Support Engineer

About the Role

Our partner company in Ireland is seeking a Technical Support Engineer to become an integral member of their technology-focused support team. This individual will serve as a technical specialist dedicated to diagnosing issues, facilitating integrations, and upholding high service standards within a dynamic software environment. Working closely with engineering, quality assurance, and product groups, you will help resolve complex challenges while enhancing platform performance. The role combines advanced troubleshooting abilities with customer service excellence and offers room for professional development.

Core Responsibilities

• Act as the main technical liaison for external partners and internal teams, managing support inquiries via ticketing systems and other communication channels.
• Perform thorough investigations and resolve software-related technical problems involving platform integrations, configurations, and connectivity.
• Utilize diagnostic tools, log analysis, and systematic troubleshooting methods to determine root causes and implement effective solutions.
• Collaborate with engineering, QA, and production departments to escalate and address complex issues, aiming for lasting fixes over temporary patches.
• Identify recurrent issues, suggest improvements, and contribute to boosting platform reliability and operational efficiency.
• Develop and update technical documentation, troubleshooting manuals, runbooks, and knowledge base entries to streamline support operations.
• Maintain comprehensive product knowledge and offer constructive feedback to enhance product quality and user satisfaction.
• Record and monitor support activities meticulously to aid in reporting, analysis, and ongoing service enhancement.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related discipline, or matching professional experience in technical or application support.
• Experience in a similar Technical Support Engineer or Application Support Engineer role within software, platform, or technology sectors.
• Strong analytical thinking and problem-solving capabilities with a structured, calm approach to complex technical issues.
• Good understanding of networking basics, web applications, and software environments.
• Excellent command of English, both spoken and written, able to explain technical topics clearly to varied audiences.
• Proficiency with ticketing and incident management platforms such as JIRA, Zendesk, or their equivalents.
• Comfortable using remote support tools, diagnostic utilities, and multiple operating systems.
• Highly organized and detail-focused, adept at juggling multiple tasks while maintaining excellent service standards.
• Additional valuable skills include experience with iGaming, online platform integrations, CRM tools, or scripting/automation using languages like Python or PowerShell.

Benefits and Working Conditions

• Work fully remotely in a flexible environment.
• Engage with an international technology ecosystem and dynamic partners.
• Opportunities for career advancement within a collaborative and forward-thinking team.
• Work with challenging technical problems and modern software platforms.
• Enjoy a supportive culture emphasizing continuous learning, enhancement, and professional growth.
• Make a tangible impact on product quality and customer satisfaction.

Additional Information

This vacancy is managed by a partner company handling all application procedures and subsequent steps. The recruitment process incorporates AI-assisted applicant matching to objectively shortlist candidates based on core qualifications. Final hiring decisions rest with the partner company's internal team. Data privacy is respected according to applicable laws, with clear communication about potential AI involvement in application review while ensuring human oversight in ultimate decisions.