L2 Support Specialist

EveryMatrix is a leading B2B SaaS provider delivering iGaming software, content and services. We provide casino, sports betting, platform and payments, and affiliate management to 200 customers worldwide. The company is profitable, has over EUR 100m in annual revenues, and has 700 employees in offices across ten countries in Europe, Asia and the US. EveryMatrix was founded in 2008 and remained a founder-owned private company.

Requirements:

Nice to have: experience in an IT company (in a similar position or technical customer support);
Nice to have: project management skills;
Nice to have: ITIL knowledge;
Experience in working with JIRA and MSOffice;
Excellent Project Management skills;
Good knowledge of Agile methods;
Be able to quickly and clearly understand the business strategy to ensure the decisions are aligned accordingly;
Time management skills & workflow management skills are mandatory;
Ability to work with cross-functional teams;
Ability to get things done under pressure;
Excellent negotiation and communication skills;
Upper-intermediate or advanced level of English;
Availability to be on call for extended hours.

Job description:
Receive all incidents reported by Incidents Team;
Register and prioritize all incidents according to internal procedures;
Make sure a clear understanding is achieved on the raised issue before starting any investigation;
Clear all details with requester, before starting any investigation
Investigate the incidents reaching our team, targeting to have them solved at L2 Support level;
Exhaust all possible scenarios during investigation, before deciding to submit the Incident for further analysis within Development teams;
Submit every applicable incident to the appropriate team within our business unit (the team owning the PAM product on which Incident was raised);
Negotiate with the appropriate parties the timeframe and resources necessary to solve each incident;
Make sure the incident is handled in accordance with its urgency and priority (if the case, make sure it’s included in the appropriate Sprint);
Follow up on each incident to make sure it is solved correctly and in a timely manner, by requesting ETAs from Product Owners / Team Leaders of the teams where Incident was assigned;
After the incident is reported as solved, test (where possible) to confirm;
Inform the teams that reported the incident that it was solved;
Ad-hoc tasks from direct manager;
Handles reports, JIRA updates and any other related task.

Perks and benefits:

Headquarters in the heart of the city, at Unirii Square
Flexible schedule
Private Medical Subscription
Daily Catered Lunch
Our own in-house gym, health & well-being programs
Bookster subscription & Books corner (online and offline)
Fun corner: pool, ping pong table, PS4, lots of board games
Internal & external training
Team Activities, Friday Bars, Summer Party & Christmas Party (we like to ‘Work hard, party harder’)
Extra vacation days with every year inside the company
Anniversary Gifts
Fruits Tuesday