L2 Support and Configuration Specialist

About us:

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 300 customers worldwide.

But that's not all! We're not just about numbers, we're about people. With a team of over 1400 passionate individuals spread across twelve countries in Europe, Asia, and the US, we're all united by our love for innovation and teamwork.

Join us on this exciting journey as we continue to redefine the iGaming landscape, one groundbreaking solution at a time.

We are looking for a passionate and dedicated L2 Support and Configuration Specialist to join our team in Bucharest!

About the job:

We are looking for a new Level 2 Support and Configurations specialist – software type support, with a real passion for technology and problem solving, and with the gift of bringing order to chaos, to join our Platform (PAM) Operations Team.

What you'll get to do:

• Make sure a clear understanding is achieved on the raised issue before starting any investigation;
• Clear all details with requester, before starting any investigation;
• 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;
• Handle software and system configurations based on business requirements and project needs;
• Perform setup, validation, and optimization of application configurations to ensure alignment with operational standards;
• Assist in implementing configuration changes while minimizing disruptions to ongoing operations;
• Collaborate with relevant teams to document and maintain configuration management processes and standards;
• Ensure that all configuration changes are tested, documented, and approved before deployment.

What You need to know:

• Experience in working with JIRA and MSOffice;
• 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;

• Experience in an IT company (in a similar position or technical customer support);
• Project management skills;
• ITIL knowledge.

• Start with 22 days of annual leave, with 2 additional days added each year, up to 32 days by your fifth year with us.

• Stay Healthy: 10 sick leave days per year, no doctor's note required.

• Hybrid work schedule: 60% work from the office and 40% work from home (during your first 3 months, you'll be in the office full-time)

• Support for New Parents:

• 21 weeks of paid maternity leave, with the flexibility to work from home full-time until your child turns 1 year old.
• 4 weeks of paternity leave, plus the flexibility to work from home full-time until your child is 13 weeks old.

Our office perks include parking, on-site massages, and frequent team-building activities in various locations. And did we mention our amazing office space complete with its own pool and gym?

Benefits & Perks:

• Daily catered lunch or monthly lunch allowance.
• Private Medical Subscription.
• Access online learning platforms like Udemy for Business and LinkedIn Learning, and a budget for external training.

At EveryMatrix, we're committed to creating a supportive and inclusive workplace where you can thrive both personally and professionally. Come join us and experience the difference!

EveryMatrix is a member of the World Lottery Association (WLA) and European Lotteries Association. In September 2023 it became the first iGaming supplier to receive WLA Safer Gambling Certification. EveryMatrix is proud of its commitment to safer gambling and player protection whilst producing market leading gaming solutions.