Support Engineer

Job Title: Support Engineer

Location:  Bangalore, Karnataka, India

Job Type: Full-Time

The Team

OpenBet is a global leader in betting and gaming entertainment, trusted by over 200 partners to create memorable winning moments for millions of players worldwide. From processing bets during iconic events like the FIFA World Cup and Super Bowl to pioneering next-gen products like BetBuilder, we continuously redefine the player experience with high-quality content, cutting-edge technology, and advanced player protection tools.

For over 25 years, our unbeatable platform has powered the most recognizable betting brands, ensuring peak performance with 100% uptime, unmatched scale, and speed. With 85 licenses, 20 World Lottery Association operators on our customer roster, and a team of 1,200+ experts across 14 countries, we remain at the heart of the industry.

The Goal

Job Description:

The Operations Support team provides 24/7 support for our Sportsbook Operations. The Senior Operations Support is an individual contributor role within the Bangalore team and is responsible for delivering professional, accurate and timely service, including contact and incident handling for B2B customers.

This individual will have advance troubleshooting skills, be technically inclined, with a good understanding of general IT concepts i.e. Networks, HTML5 & SQL. With these skills you will be good at investigating issues and getting to the root of the problem. You may not have the access to resolve the problem yourself but you will be able to explain what you think it is and escalate to the necessary person. You will need to be able to work and communicate clearly under pressure. You should be able to identify the problem areas of the tickets and record actions taken. Have the ability to troubleshoot and perform thorough root cause analysis of tickets. You will also help junior team members as and when they require it.

You are a flexible team player, available to work in a 24x7, shift work environment. Full training will be provided.

Reports to the Team Lead – Operations Support

Primary Responsibilities (but not limited to):

• Handling all Operator contacts (phone and email) for issues with Sportsbook and Compliance issues.

• Advanced diagnosis, troubleshooting and triage practices and where necessary escalate to relevant team with clear description and steps to replicate.

• Advanced understanding of our monitoring systems, navigation and correlating graphs to understanding real time events.

• Create relevant systems dashboards that can be used to aid in monitoring production systems and processes.

• Accountable for quality control of incidents.

• Ensure that our monitoring tools and services are successfully deployed to provide the expected coverage and alerting across our entire enterprise.

• Assist in the creation and maintenance of NOC standard processes and procedures.

• You will work towards obtaining an advanced knowledge of Sportsbook Products, business partners, company structure, and industry.

• Consistently meet all SLAs.

• Continuously learn new products in order to be able to support them.

• Continuously update knowledge base with details of new issues, steps to replicate and how to resolve.

• Help and mentor junior team members as and when required.

• Produce data as required for creating reports.

Qualifications

2 years +  of support experience in high availability environment.

• Experience analyzing complex problems and determining impacts.
• Ability to script and automate repetitive tasks
• Proficiency working with Office 365 Tools
• Must be organised and detail oriented with a strong focus on providing superior Customer Service.
• Excellent written and verbal communication skills in English, capable of explaining technical issues in a comprehensive manner
• Strong time management skills that enable you to perform and deliver results with high work volumes.
• A flexible team player who is willing to do ad-hoc tasks, quickly shift work priorities, and take on additional tasks as needed.
• Enthusiastic and positive attitude, with a strong desire to learn all aspects of the business.
• Must be able and willing to operate in a 24/7, shift work environment.

The Player

Skills

Must have in-depth knowledge of most of the following:

• HTML5
• JIRA
• SQL
• Grafana or any other monitoring tool (Data Dog, Prometheus etc.)
• Linux/MS
• MS Office

Nice to have knowledge of one or more of the following:

• ITIL Foundation
• Java

Interview process(Virtual):

• Technical Interview.
• Director Level Interview.
• HR Discussion.

What's the Score?

Why OpenBet?

• The Playground: Join a team of innovators, disruptors, and game-changers who are reshaping the future of betting and gaming.

• The Mission: Be part of a mission-driven organization that's committed to revolutionizing the way the world plays.

• The Impact: Make a real impact on the world stage, leaving a lasting legacy that transcends boundaries and inspires generations to come.

• The Culture: Immerse yourself in a culture of creativity, collaboration, and curiosity, where every idea is welcomed, every voice is heard, and every dream is encouraged.

• The Future: Join us on the journey to build the future of betting and gaming, one game-changing innovation at a time.

What we can offer YOU:

• Attractive benefits, an open and supportive environment as well as a modern and exciting workplace

• The opportunity to interact with global teams on a regular basis as you and our business continues to develop & grow

• Tangible and genuine development - at OpenBet, you can take your career where you want it to go!

• And if that's not enough; enjoy flexible working whilst we provide you with the guidance and development skills you need to progress and enhance your career

At OpenBet, we celebrate diversity and believe in creating an inclusive environment where every voice is valued and respected. We're committed to building a team that reflects the rich tapestry of humanity, embracing individuals from all walks of life, backgrounds, and identities. Join us in shaping the future of iGaming, where diversity isn't just celebrated—it's celebrated.