The Job in a Nutshell

As a Platform Support Analyst, you'll be on the front lines, ensuring our gaming platforms are running smoothly 24/7. You'll be the first responder when issues arise, using your sharp problem-solving skills and technical know-how to keep the games going and the players happy. You'll dive deep into our systems, monitor performance, and work closely with a talented team of developers and engineers to troubleshoot anything that pops up. If you love the thrill of real-time action and have a knack for finding solutions, this is your chance to shine!

We're looking for someone who can adapt to a non-traditional schedule. This role involves working Estonian nighttime hours to support our US team. If you're comfortable with flexible working arrangements and enjoy the quiet focus of the night shift, this could be the perfect fit.

A Sneak Peek into Your Role

• Understand Our Business: Develop a strong understanding of our games, integrations, regulations, and marketing activities to effectively analyze and address technical issues.
• Provide Technical Support: Resolve IT issues across a range of technologies and applications, ensuring the smooth operation of our gaming platforms.
• Maintain Quality Standards: Ensure workflows, processes, tools, and applications are well-documented and meet high-quality standards.
• Respond to Incidents: Receive and respond to incident reports from clients and internal teams, providing timely and effective support.
• Resolve Production Incidents: Take ownership of production incidents, driving them to resolution and minimizing customer impact.
• Collaborate Effectively: Work closely with business and development teams to address issues, improve processes, and ensure seamless platform operation.
• Analyze and Solve Problems: Utilize strong analytical and problem-solving skills to diagnose and resolve complex technical issues.
• Monitor System Health: Monitor systems, and analyze alerts, metrics, and logs to identify and address potential issues proactively.
• Work Flexible Shifts: Be available to work different shifts, including nights, weekends, and holidays, to ensure 24/7 platform support.
• Take Ownership: Take responsibility for issues occurring during your shift, managing them efficiently to minimize customer impact and workload.
• Be Available: Be prepared to work overtime or on-call as needed to maintain platform stability and performance.

You’re good at

• Support experience: You've got at least a year of experience providing support in a similar environment.
• Tech-savvy: You're comfortable using tools like Jira, Confluence, and OpsGenie (or similar).
• Problem solver: You can analyze complex issues and come up with effective solutions.
• Influencer: You can effectively communicate with and influence IT stakeholders and business partners.
• Clear communicator: You can explain technical concepts to non-technical audiences.
• Customer-focused: You can understand client needs and translate them into solutions.
• Team player: You have excellent communication skills and enjoy working collaboratively.
• Independent worker: You're comfortable working independently and taking initiative.
• Thrive under pressure: You can handle a fast-paced, deadline-driven environment.
• Self-starter: You're self-motivated, solution-oriented, and always willing to take initiative.
• Fluent English is a must: You will be communicating regularly with US-based customers, so excellent written and verbal English communication skills are essential.

Good to have:

• Incident management: You're familiar with incident management best practices.
• ITSM/ITIL: You have knowledge of ITSM or ITIL frameworks.
• Customer service: You've got experience providing excellent customer service.
• Tech education: You have a degree in computer science, information technology, or a related field.
• Automation skills: You can write scripts or code to automate tasks (Python, Shell).
• Configuration tools: You're familiar with Ansible or Terraform.
• Monitoring tools: You've worked with monitoring stacks like ELK, Grafana, and Prometheus.
• Containerization: You have experience with Kubernetes and Docker.
• Version control: You know how to use Git or other version control systems.
• CI/CD: You're familiar with CI/CD tools like Jenkins, GitLab, or Travis CI.
• Networking: You understand networking concepts like load balancing, TCP/IP, and routing.
• Process improvement: You can identify and implement process improvements.

Our Benefits, Your Happiness

• Enjoy generous vacation time 🌴 totaling 38 days (28 working days) to maximize your well-deserved time off.
• Elevate your well-being with monthly sports/health compensation, full sick leave coverage for the first 8 days, our in-house gym, and a chill games room to unwind.
• Unlock a generous Supplemental Training Program that includes training and company-wide knowledge-sharing opportunities to fuel your growth👨‍🎓.
• Our office is a cozy (and dog-friendly) haven right in the heart of the city. Enjoy complimentary fruits and beverages and free parking. It's the perfect place to be productive and feel right at home.
• Be part of the most legendary events and make amazing connections with colleagues from across the entire company.
• We foster innovation and independence while celebrating success in a multicultural and diverse company, where you'll work alongside people from around the globe.
• ..plus, if you're not already a pro, we'll teach you how to play poker!♣

Recruitment flow

• Interview - Technical Interview - Police record, and background check - Offer
• Start date: ASAP
• Recruiting from within the EU
• This role is based in our Tallinn office and requires a full-time presence.

We are an equal-opportunity employer, and we value diversity. Our diverse backgrounds, experiences, characteristics, and traits make us better at serving customers. So please, come as you are!

Location

Tallinn, Estonia

Coolbet is an award-winning sportsbook, online casino, and poker provider with a presence in 10 countries on 3 continents holding 5 gaming licenses. Together with GAN Limited, the company is set forth to become a dominant supplier in the USA markets. Our office is located in the center of Tallinn, Estonia, with approximately 400 employees from more than 50 countries. Coolbet's goal is to deliver the best gaming solutions possible by continuously focusing on product development and innovation while creating a new industry standard for responsible gaming. Find out more about Coolbet!