Win Systems

Application Engineer

• Handle escalated customer issues that Level 1 agents couldn't resolve.
• Provide in-depth troubleshooting and solutions for complex problems.
• Offer technical assistance for products or services, addressing more advanced user concerns.
• Collaborate with the technical or development teams to resolve intricate technical issues.
• Develop a deep understanding of the company's products or services.
• Stay updated on new features, updates, and changes to provide accurate information.
• Contribute to knowledge base articles for common issues and solutions.
• Share insights and information with Level 1 agents to enhance overall team knowledge.
• Document detailed information about customer interactions, troubleshooting steps, and resolutions for future reference.
• Collaborate with Level 3 support, supervisors, or other departments when issues require higher-level intervention.
• Educate customers on how to use products or services effectively.
• Guide best practices to optimize customer experience.
• Assist in training new agents, sharing expertise, and providing mentorship.
• Support ongoing professional development within the team.
• Generate reports on common issues, resolutions, and customer feedback for management review.
• Contribute to regular performance reports for the customer care department.
• Work closely with other teams, such as product development, sales, and marketing, to address customer concerns effectively.
• With low frequency, it will be required to act as a Level 1 Agent.

Application Support Engineer L2

Business Analyst

• Own the product vision and roadmap for iGaming software platforms and related systems.
• Manage and prioritize the product backlog based on business value, regulatory constraints, risks, and dependencies.
• Translate business, regulatory, and customer requirements into clear user stories, functional specifications, and acceptance criteria.
• Work closely with development, QA, UX, compliance, and operations teams to ensure a shared understanding of requirements.
• Act as the main link between business stakeholders and technical teams, ensuring alignment and transparency.
• Participate actively in agile ceremonies, including sprint planning, backlog refinement, reviews, and retrospectives.
• Validate delivered functionalities, ensuring they meet defined requirements, quality standards, and user expectations.
• Ensure products comply with iGaming regulations, security standards, and responsible gaming policies.
• Gather feedback from internal teams, clients, and end users to continuously improve the product.
• Monitor product performance and contribute to data-driven decisions for future enhancements

Business Analyst, iGaming

Backend Engineer

• Develop engaging games by implementing mechanics and features from concept to release.
• Build, extend, and optimize our proprietary game engine to ensure seamless performance.
• Prototype and evaluate new gameplay features and mechanics.
• Design and develop plugins and tools to streamline workflows for artists and designers.
• Transform project requirements into structured, efficient, and maintainable code.
• Write game scripts and create storyboards to bring narratives and mechanics to life.
• Implement unit tests and validation processes to ensure product quality and reliability.
• Identify, troubleshoot, and resolve technical issues while documenting solutions and technical specifications.
• Collaborate with artists and other developers to define technical requirements and ensure the successful integration of gameplay elements.
• Conduct code reviews and contribute to the establishment and maintenance of coding standards and practices.
• Collaborate with QA teams to identify and address bugs, performance issues, and other technical challenges.
• Communicate effectively with stakeholders to provide project updates, address concerns, and solicit feedback throughout the development process.

Application Support Engineer L2

Business Analyst, iGaming

Software Developer – .NET, Gaming