Technical Support Engineer | (Et-561)

RAW is looking for a Platform Support Engineer to join the start of an amazing adventure and be a part of molding one of the most exciting new studios to appear in years.

As a Platform Support Engineer, your main responsibility will be to act as the single point of contact during software-related incidents affecting our platform, communicating both with internal and external stakeholders. Being a highly motivated team player will also be absolutely essential within this role as well as being eager to learn new things and new technologies.

Key Responsibilities:Provide technical service support internally and to our partners.Respond to general questions and troubleshoot tickets in a timely manner.Support via a service management tool, telephone, email, or any other partner communication tool.Properly escalate unresolved issues to appropriate internal teams.Generate incident reports focusing on partner complaints and resolutions.Create and maintain knowledge base articles, policies, and procedures.Be part of a specialist's team, available 24/7 (including being available on "standby"). Qualifications:Good experience in application support, 2nd line or incident management teams.Knowledge of SQL, PHP, or Python.Hands-on experience with Linux environments.Excellent analytical, problem-solving, and decision-making skills.Ability to multitask and prioritize.Good communicator in both verbal and written English.Basic knowledge of systems monitoring, alerting, and analytics using ELK, Grafana, Prometheus, or similar is considered a plus.ITIL v4 Foundation Certificate or similar would be considered a plus.
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