Technical Support Manager

· Tallinn / Tartu, Estonia
Employment Type Full-Time

Rush Street Interactive has a long-term focus and goal to be one of the leading Sports Betting and iGaming operators and suppliers in the Americas and we are looking for the right candidate to grow with us and help us achieve this goal.

Key Responsibilities

  • Expand upon existing Operational Support to create a 24/7/365 support capability
  • Participate directly in the support queue (as a member of the support team), taking incoming trouble calls/emails, troubleshooting the problem and providing resolution in a timely manner
  • Promote the Support team internally so it is seen as the go-to for any Support matters
  • Work with team to create documentation to facilitate efficient issue detection and resolution
  • Analyse technical issues and collect all necessary technical information for triage
  • Monitor and follow up on all requests from submission to resolution
  • Collaborate with partners to fully understand problems and to set expectations
  • Proactively, collaborate with Engineering, Platform and external partners to determine steps toward resolution and prevention of future issues

In order to succeed, you need

  • Experience as Senior Support Engineer, Support Manager or similar
  • Versed in troubleshooting techniques to identify and document root causes of software issues using application logs as input
  • Being comfortable with issue tracking using JIRA or similar
  • Knowledge of Splunk and the Splunk query language or similar
  • Deep understanding of Incident Management processes
  • Ability to quickly learn complex concepts related to the sports betting and casino industry
  • Accurate and logical problem-solving skills
  • Strong written and verbal communication skills and fluency in English
  • Handling multiple tasks and switches priorities as needed
  • Ability to research, analyse and determine an appropriate course of action in a variety of situations with minimal supervision
  • Passion about providing the highest level of service
  • Exceptional ability to build trust with peers, managers, and executives
  • Willingness to be “on-call” and work extended or unscheduled hours as needed

Team & Leadership Skills

  • Ability to stay focused on core responsibilities while successfully handling a wide spectrum of client requests
  • Fostering a positive work environment and relationships
  • Sharing feedback on potential emerging issues with a collaborative approach to problem-solving
  • Ideally experience creating a team
  • Ability to lead yourself and a passion to influence others to succeed

Good reasons to join

    • Great opportunity for personal growth in the modern gaming technology company and one of the industry leaders in North America
    • A flat structure with open and honest communication where everyone has a voice
    • Impactful work – ability to define or influence the direction of your domain
    • Significant degree of autonomy in a highly engaged and talented international team
    • We balance personal freedom with responsibility and give as much as possible of both
    • Flexible working hours and possibility to work from home
    • Motivating compensation
    • Learning and development support scheme
    • Sick leave compensation starting from the first day
    • Fun team events, office parties and sports activities to spend some quality time with your colleagues
    • Modern office spaces in city centre in Tartu and Ülemiste in Tallinn with plenty of perks, snacks and drinks
    • Our motto is: "Do what makes sense, question what doesn't"

    About the company

    Rush Street Interactive (RSI), an affiliate of Rush Street Gaming, is a modern gaming company that focuses on developing and operating real money and social gaming online products. We are on the leading edge of the gaming industry convergence by bridging iGaming, social and brick and mortar businesses in a way that creates value.

    Rush Street Gaming is one of the fastest-growing gaming companies in North America. Rush Street Gaming developed and operates Rivers Casino in Pittsburgh, SugarHouse Casino in Philadelphia, Rivers Casino in Des Plaines, Illinois and Rivers Casino and Resort in Schenectady, New York.

    Thank You

    Your application was submitted successfully.

    • Location
      Tallinn / Tartu, Estonia
    • Employment Type