Support Engineer

Casumo is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Join us at Casumo, where you are invited to be your authentic YOU-MO!

Company Overview:

Welcome to Casumo, your passport to a world of fun, excitement, and responsible gaming. We're an international online casino company with a knack for creating unforgettable gaming experiences. Our secret sauce? A blend of innovation, security, and a dash of playful charm.
Nowadays, we're on the hunt for a Support Engineer to join our team!

Position Overview:

As a Support Specialist in Data, you will provide first-level support for data-related issues, resolve simple problems, and escalate complex ones. You’ll monitor issue resolution, manage change requests, conduct root cause analyses, and assist users with data tools. This role requires strong communication, adherence to SLAs, collaboration with engineering teams, and creating documentation to enhance support and system improvements.

Responsibilities:

• Provide first-level support for business users reporting data-related issues or submitting change requests.
• Understand and analyse reported issues, gather necessary information, and replicate problems in the system where possible.
• Resolve simpler issues independently, including data access problems, incorrect data in reports, or minor system glitches.
• Escalate more complex issues to higher-level support (e.g., Data Engineers or BI Engineers) when necessary, ensuring a smooth handover of the case.
• Maintain continuous communication with users, providing updates on the status of their requests and expected resolution times.
• Ensure all support requests are handled in compliance with the agreed SLAs for response and resolution times.
• Monitor the progress of issue resolution, ensuring that escalated issues are being addressed within the SLA.
• Follow up with users after resolution to confirm satisfaction with the solution and close the support ticket appropriately.
• Track and document issues, resolutions, and performance against SLAs using the company’s issue tracking tools (e.g., JIRA, ServiceNow).
• Review and manage incoming change requests from business users, ensuring that they are properly documented and prioritised.
• Liaise with business users to clarify requirements for change requests and assess the potential impact on current data solutions.
• Where possible, implement minor changes or adjustments in reports, dashboards, or data configurations based on user requests.
• Work with the Data Engineering team to implement more complex change requests.
• Use SQL queries to investigate data-related issues, replicate reported problems, and verify data inconsistencies.
• Utilise BI tools (e.g., Power BI, Tableau) to reproduce issues in dashboards and reports, verifying that data output matches user expectations.
• Conduct basic root cause analysis and work with Data Engineers to resolve technical problems in data pipelines or data systems.
• Collaborate with Data Engineers and BI Engineers to ensure that fixes and improvements are applied effectively.
• Assist business users with understanding how to use data tools, reports, and dashboards more effectively, providing guidance where necessary.
• Develop and update documentation for common issues and solutions, creating a knowledge base to support future problem-solving.
• Provide feedback to the Data Team on recurring user issues or areas where additional user training or system improvements may be needed.
  
  Requirements:

• Bachelor’s degree in computer science, information systems, data engineering, or a related field is a plus.
• 2+ years of experience in a technical support, data support, or similar role.
• Experience providing support in a data-driven environment, ideally within an iGaming or technology company.
• Familiarity with supporting business intelligence tools (e.g., Power BI, Tableau) and resolving related issues.
• Proficient in writing SQL queries to analyse and troubleshoot data issues.
• Familiarity with data flows, data pipelines, and basic ETL processes.
• Hands-on experience with issue tracking and ticketing systems (e.g., JIRA).
• Basic understanding of data warehousing and reporting platforms.
• Familiarity with cloud platforms (e.g., AWS, Google Cloud, or Azure) and their role in data infrastructure is a plus.
• Excellent communication and interpersonal skills, with the ability to explain technical issues to non-technical users.
• Strong problem-solving skills and a customer-centric approach to support.
• Ability to work under pressure, manage multiple requests simultaneously, and meet deadlines.
• Team player with a collaborative attitude, willing to work closely with other members of the Data Team.
• Experience with automating repetitive support tasks or improving issue triage processes.
• Experience working in SCRUM/Agile environments.
• Strong documentation skills with attention to detail in managing documentation.
• Eagerness to learn and adapt to new technologies, tools, and methodologies in data support landscape.
• Willingness to stay up-to-date with the latest trends and best practices in data support.
  

The Perks:

Being a part of the Casumo group provides an unparalleled experience. You’ll find yourself surrounded by the brightest minds within the most inspiring and collaborative office spaces! In addition to that, you’ll enjoy:

Our Zagreb Office

• Wellness incentives, including a fitness allowance and mental well-being services

• 2 weeks Work From Anywhere (increased to 4 weeks after longer duration of employment within the Company): explore the world while working remotely

• Food allowance - covering food twice a week

• Access to some of the greatest tools and platforms for developing your professional skills and building success within your role

• A range of training courses, known as Casumo College, for continuous learning and growth

• Social events for building strong relationships with colleagues from all across the organisation
  
  
  Our Malta Office

• Private health insurance

• Wellness incentives, including a fitness allowance and mental well-being services

• Flexible national holidays: public holidays mean more time off, choose how and when to enjoy them!

• 2 weeks Work From Anywhere (increased to 4 weeks after longer duration of employment within the Company): explore the world while working remotely

• Gourmet lunches and healthy snacks prepared by our in-house chef

• Variety of discounts from local vendors

• Access to some of the greatest tools and platforms for developing your professional skills and building success within your role

• A range of training courses, known as Casumo College, for continuous learning and growth

• Social events for building strong relationships with colleagues from all across the organisation
  

Our Skopje Office

• Private health insurance
  
• Wellness incentives, including a fitness allowance and mental well-being services
  
• 2 weeks Work From Anywhere (increased to 4 weeks after longer duration of employment within the Company): explore the world while working remotely
  
• Office lunches - twice a week
  
• Access to some of the greatest tools and platforms for developing your professional skills and building success within your role
  
• A range of training courses, known as Casumo College, for continuous learning and growth
  
• Social events for building strong relationships with colleagues from all across the organisation

Our ABC values:

ASPIRE

At Casumo, "aspire" means pushing beyond the ordinary and transforming obstacles into stepping stones. Challenges are our breakfast of champions, and comfort zones are out of bounds. Mediocrity? Left behind. Our mantra? Dream big, aim high, and always be ready for the next adventure in innovation.

BELIEVE

Belief at Casumo isn't just a feel-good sticker; it's the glue that binds us. Turning "me" achievements into "we" victories, we're a tight-knit crew of dreamers, doers, and relentless supporters. With a high-five arsenal and a trusty cheerleading squad, we're on a mission to prove that together, we're not just strong; we're Casumo strong.

CARE

Care is our secret ingredient, the cherry on top of our game. It's not only about ensuring our players have a blast (responsibly, of course); it's about weaving a fabric of support so tight, even the toughest challenges can't tear us apart. From tailoring player experiences to being there for each other, we're all about creating memorable moments.