Job Opportunities in Poland

Introduction to Playbook

Playbook is an innovative company driven by a passion for delivering top-tier entertainment in the world of betting. We firmly believe that betting should be an exhilarating experience, and our mission is to empower operators with the tools they need to not only attract and retain customers but also to provide them with the highest level of entertainment.


Our Commitment to Operators
At Playbook, we are committed to providing operators with a comprehensive suite of solutions that go beyond the ordinary. Our dedicated engineering team has developed a cutting-edge platform that is highly scalable and modular, allowing businesses to tailor it to their unique needs. We understand that no two operators are the same, and we're here to support their vision and goals.


Global Presence
With offices strategically located in Krakow and London, Playbook is well-positioned to serve clients on a global scale. We pride ourselves on offering tailored solutions.
At Playbook, we are dedicated to redefining the betting experience, and we invite you to join us on this journey.

About the Senior Technical Support Specialist Position

We are looking for a bright Senior Technical Support Specialist to provide enterprise-level technical support to our clients and internal stakeholders. This specialist will mainly give support via email, Slack and other channels if required. A background in engineering or IT support is a must.

Responsibilities

• Take ownership of customer issues reported and see problems through to resolution.
• Study, diagnose, troubleshoot and recognise solutions to solve customer issues.
• Follow standard methods for proper escalation of unsolved issues to the appropriate internal teams.
• Maintain monitoring systems, and make changes to monitoring on a case-by-case basis to ensure prompt detection of any issues.
• Provide timely and detailed feedback to customers.
• Ensure proper recording and closure of all issues.
• Prepare accurate and timely reports.
• Document knowledge in the form of knowledge base tech notes and articles.
• Identify opportunities for process improvements.
• Provide mentorship and guidance to juniors, helping to develop their skills and capabilities.
• Ensure adherence to service level agreements (SLAs) and operational standards, monitoring performance metrics and identifying opportunities for optimization.

Requirements

• BS degree in Information Technology, Computer Science or equivalent in work experience.
• Proven working experience in enterprise technical support, IT support or as a technical engineer.
• Great problem-solving skills.
• Great client-facing skills.
• Outstanding written and verbal communication skills.
• Growth mindset and willingness to learn.
• Proactive approach, can-do attitude.
• Experience with Atlassian family software (Confluence and JIRA).
• Fluent english.

Nice to Have

• Certification ITIL® 4 FOUNDATION.
• Experience in writing scripts with a scripting language i.e. Python, Go, Rust, or Bash.
• Experience with GKE, Google Cloud, Kubernetes, AWS, Grafana, Argo CD, Terraform or related.
• Knowledge of European data protection regulations (e.g., GDPR).

Requirements What do we offer?

• Health Care and Multisport Card – Access to comprehensive health care services and a Multisport Card, allowing you to stay active with free access to various gyms and fitness centers.
• Conference and training budgets – 2000 PLN per year – A dedicated annual budget for conferences and professional training, empowering you to enhance your skills and stay up to date with industry trends.
• Company library – A well-stocked library of professional resources, books, and materials available for your personal and professional growth.
• Office in the city center – Rynek Główny 6, 31-042 Kraków – A centrally located office in the heart of Kraków, giving you easy access to the city's amenities, restaurants, and transportation options.
• Top-notch equipment – Receive premium-quality work tools, including a Dell laptop and Jabra headphones, ensuring you have the best equipment to perform your tasks efficiently and comfortably.
• Table Soccer and Game console – Enjoy relaxation and team bonding with games such as table soccer and console gaming during breaks or after work hours.
• Place for your bike – A dedicated and secure place to store your bike if you choose to commute by bicycle.
• Employee referral program – Earn rewards for referring talented individuals to the company, contributing to the growth of the team.
• Hybrid or remote work – Enjoy the flexibility of choosing between working from home, a remote location, or the office, according to your preferences and work style.