L2 Support Specialist

Job Summary:

EveryMatrix is looking for an L2 Support Specialist in Bucharest, Romania, within the GamMatrix team.

Company Intro:

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 200 customers worldwide. The company is profitable, has over EUR 100m in annual revenues, and has 700 employees in offices across ten countries in Europe, Asia, and the US. EveryMatrix was founded in 2008 and remains a founder-owned private company.

Responsibilities:

• Receive all incidents reported by the Incidents Team;
• Register and prioritize all incidents according to internal procedures;
• Make sure a clear understanding is achieved on the raised issue before starting any investigation;
• Clear all details with the requester before starting any investigation;
• Investigate the incidents reaching our team, targeting to have them solved at the L2 Support level;
• Exhaust all possible scenarios during the 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 the 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 the 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 the direct manager;
• Handles reports, JIRA updates and any other related tasks.

Requirements:

• experience in an IT company (in a similar position or technical customer support);
• ITIL knowledge;
• Experience in working with JIRA and MSOffice;
• Excellent Project Management skills;
• 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;
• Availability to be on call for extended hours.

Work-Life Balance:

• 40% work from home over any 3-month period (can work one month per quarter abroad)
• Extra leave days for every extra year at the company - 32 days by year 5 of employment
• To support women candidates, we offer 21 weeks of maternity leave and 100% work from home until the child’s first birthday for mothers
• Men receive 4 weeks of paternity leave and can work from home until the child is 13 weeks old
• 10 sick leave days per year with no doctor’s certificate requirement (excluding legal medical leave)

Benefits and Office Perks:

• Daily catered lunch or monthly lunch allowance
• Private Medical Insurance
• Our own gym
• Access to online learning platforms
• Udemy and O’Reilly alongside budget for external training
• Office perks (e.g., free massages at work, free fruits)
• Frequent office events and team-building activities in different locations
• A great office space- come and see them for yourself