Job Description

Join our journey!

At RAW iGaming, we set out with one clear ambition: to challenge conventions and create slot games that are innovative, entertaining, and easy to understand. Backed by experienced industry experts and strong investment, we’re a fast-growing studio where creativity, product thinking, and technical excellence thrive.

Casino games have a tendency to look boringly similar. We believe in making casino games that stand out. For that, we start with people who stand out.

We are looking for a Technical Support Engineer who will play a key role in ensuring a smooth and reliable experience for our customers by providing high-quality technical support and contributing to continuous product and service improvements.

This role can be performed remotely or from our Malta office (hybrid model).

Responsibilities

Your day-to-day will include:

• Customer Support:
Deliver prompt, professional, and high-quality support to customers via phone, email, and chat, ensuring clear communication and effective resolution of inquiries.

• Problem Resolution:
Analyze, troubleshoot, and resolve hardware and software issues efficiently, escalating complex cases with appropriate context and urgency.

• Collaboration:
Work closely with cross-functional teams to resolve escalations, share insights, and improve support processes.

• Documentation:
Maintain accurate and detailed records of incidents, resolutions, and customer interactions to ensure traceability and knowledge sharing.

• Knowledge Management:
Create, update, and optimize knowledge base content to enable self-service for customers and internal teams.

• Product Expertise:
Continuously build and maintain in-depth knowledge of products, features, and industry trends, providing guidance when needed.

• Quality Assurance:
Ensure consistency and excellence in customer interactions by following quality standards and identifying improvement opportunities.

• Customer Feedback:
Gather, analyze, and share customer insights with relevant stakeholders to support product and service enhancements.

• Remote Support:
Provide real-time technical assistance using remote support tools to diagnose and resolve issues effectively.

• Security Compliance:
Follow company security policies and best practices, ensuring the confidentiality and proper handling of information.

Qualifications

You're our ideal Technical Support Engineer if you:

• Hold a Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).
• Have experience in a Technical Support Engineer or similar role.
• Possess strong problem-solving and critical-thinking skills in fast-paced environments.
• Have excellent communication and customer service skills.
• Are familiar with remote support tools and ticketing/CRM systems.
• Have a good understanding of operating systems, software applications, and basic networking concepts.
• Are able to work both independently and collaboratively within a team.
• Are highly organized, resilient, and structured in your approach to work.

Nice to have:
• Relevant certifications (e.g., CompTIA A+, Microsoft certifications).
• Basic knowledge of scripting or automation (e.g., PowerShell, Python).

Other information

What you can expect:

• Flexible remote working environment or hybrid model in Malta.
• Opportunity to work with a highly talented and international team.
• High ownership and impact on customer experience and product quality.
• A fast-growing and innovative company environment.

For Malta-based employees:
• Modern office in sunny Malta.
• Private health insurance, including dental care.
• Fresh and healthy breakfast & lunch prepared daily.
• Company and team-building events (Summer & Christmas parties, team activities, Beer Fridays, Yoga, and more).
• Relocation package, including flights and temporary accommodation.