Betsson~18d ago

Technical Support Manager

Maltamid

OtherCustomer SuccessTechnical SupportTechnical Support Manager

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Quick Summary

Key Responsibilities

Define and implement processes and procedures for support, ensuring KPI’s are defined,

Technical Tools

OtherCustomer SuccessTechnical SupportTechnical Support Manager

We are hiring!

The Technical Support Manager will play a vital role in the payment engineering department, ensuring that issues and bugs identified in the platform are resolved promptly.

Responsibilities

~1 min read

→Define and implement processes and procedures for support, ensuring KPI’s are defined, and communicating this to all stakeholders
→Serve as the first point of contact for internal customers regarding our Payment System and related products, operating both in cloud and on-premises environments
→Analyse, diagnose, and resolve issues in QA and Production environments, ensuring minimal escalations to development teams
→Management of issues/bugs identified by the Payment Operations team, all the way through to remediation, ensuring they have full visibility of the status of it
→Work closely with developers, product teams, and infrastructure teams to troubleshoot problems, implement fixes, and optimise system performance
→Managing the production and distribution of the weekly Payment Platform release
→Schedule to key stakeholders
→Support stakeholders by extracting, analysing, and providing data on support/bug issues for reporting and business insights
→Lead investigations and root cause analyses for incidents, particularly security breaches, payment failures, and performance bottlenecks
→Manage a team of support engineers

Experience in Payments, FinTech, or financial services testing, particularly in PCI DSS-regulated environments
Database Expertise - Proficiency in SQL scripting, including PostgreSQL and MS SQL Server, for querying and analysing payment data
.NET/C# experience
Experience with Jira, any source control systems, browser’s console
Collaboration & Independence - Ability to work both independently and as part of a cross-functional team, coordinating with multiple departments ·
Task Management & Prioritisation – Skilled at managing workload, prioritising tasks, and adapting to dynamic environments
Understanding of online entertainment and the gambling industry

What We Offer

~1 min read

Much like riding a rollercoaster, sometimes life at Betsson can be lightning fast with twists and turns but always FUN! Then again, what else would you expect from a business 75% millennial and 1700 strong, spread across 7 offices with 900 based out of our Malta HQ alone! We recognise it may not be for the faint-hearted, but if you’re a go-getter, initiator and adrenaline junkie, always striving to push the boundaries and challenge yourself, then you’ll fit right in.