Technical Support Engineer

Job Description

Join our journey!

At RAW iGaming, we set out with one clear ambition: to challenge conventions and create slot games that are innovative, entertaining, and easy to understand. Backed by experienced industry experts and strong investment, we’re a fast-growing studio where creativity, product thinking, and technical excellence thrive.

Casino games have a tendency to look boringly similar. We believe in making casino games that stand out. For that, we start with people who stand out.

We are looking for a Technical Support Engineer who will play a key role in ensuring a smooth and reliable experience for our customers by providing high-quality technical support and contributing to continuous product and service improvements.

This role can be performed remotely or from our Malta office (hybrid model).

Responsibilities

Your day-to-day will include:

• Customer Support:
  
  

Deliver prompt, professional, and high-quality support to customers via phone, email, and chat, ensuring clear communication and effective resolution of inquiries.

• Problem Resolution:
  
  

Analyze, troubleshoot, and resolve hardware and software issues efficiently, escalating complex cases with appropriate context and urgency.

• Collaboration:
  
  

Work closely with cross-functional teams to resolve escalations, share insights, and improve support processes.

• Documentation:
  
  

Maintain accurate and detailed records of incidents, resolutions, and customer interactions to ensure traceability and knowledge sharing.

• Knowledge Management:
  
  

Create, update, and optimize knowledge base content to enable self-service for customers and internal teams.

• Product Expertise:
  
  

Continuously build and maintain in-depth knowledge of products, features, and industry trends, providing guidance when needed.

• Quality Assurance:
  
  

Ensure consistency and excellence in customer interactions by following quality standards and identifying improvement opportunities.

• Customer Feedback:
  
  

Gather, analyze, and share customer insights with relevant stakeholders to support product and service enhancements.

• Remote Support:
  
  

Provide real-time technical assistance using remote support tools to diagnose and resolve issues effectively.

• Security Compliance:
  
  

Follow company security policies and best practices, ensuring the confidentiality and proper handling of information.

Qualifications

You're our ideal Technical Support Engineer if you:

• Hold a Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).
• Have experience in a Technical Support Engineer or similar role.
• Possess strong problem-solving and critical-thinking skills in fast-paced environments.
• Have excellent communication and customer service skills.
• Are familiar with remote support tools and ticketing/CRM systems.
• Have a good understanding of operating systems, software applications, and basic networking concepts.

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• Are able to work both independently and collaboratively within a team.
• Are highly organized, resilient, and structured in your approach to work.
  
  

Nice to have:

• Relevant certifications (e.g., CompTIA A+, Microsoft certifications).
• Basic knowledge of scripting or automation (e.g., PowerShell, Python).
  
  

Other Information

What you can expect:

• Flexible remote working environment or hybrid model in Malta.
• Opportunity to work with a highly talented and international team.
• High ownership and impact on customer experience and product quality.
• A fast-growing and innovative company environment.
  
  

For Malta-based employees:

• Modern office in sunny Malta.
• Private health insurance, including dental care.
• Fresh and healthy breakfast & lunch prepared daily.
• Company and team-building events (Summer & Christmas parties, team activities, Beer Fridays, Yoga, and more).
• Relocation package, including flights and temporary accommodation.
  
  

About Us

RAW is a new studio with a conviction to create something that stands out in the sea of sameness. We develop innovative, easy-to-understand and highly entertaining slot games for the gaming industry. We were founded in March 2021, by well-known industry experts with strong investment backing.

At RAW iGaming, we believe in the fundamental principles of equality and diversity. We are committed to fostering an inclusive environment where everyone, regardless of gender, race, age, sexual orientation or beliefs, is respected and valued. This commitment is integral to our culture and drives our efforts to ensure equal opportunities and create a diverse and dynamic workforce.