Application Support Engineer

Who We Are

Allwyn Lottery Solutions is a global leader in digital lottery and gaming solutions and a proud subsidiary of Allwyn Entertainment Group, a multinational lottery operator with a strong presence in Austria, the Czech Republic, Greece, Cyprus, and Italy.

Our mission is to make play better for all by developing cutting-edge technology that enhances player experiences, drives engagement, and maximizes returns for good causes.

With a strong focus on cloud-based technologies, AI-driven analytics, and responsible gaming, we empower lotteries to reach new players, increase engagement, and drive sustainable growth in the ever-evolving digital landscape.Behind every great lottery experience is a team of experts ensuring seamless operations, strategic growth, and cutting-edge solutions. Our central teams are integral to supporting our technology and gaming innovations with leadership, smart processes, and a commitment to continuous improvement.

These teams play a crucial role in shaping the future of iLottery, focusing on collaboration, efficiency, and growth. We empower our people to make a real impact in a fast-moving, dynamic industry.

Application Support Engineers are a vital part of our platform Support service, working alongside other engineers within the team and also a diverse mix of software, QA, release and DevOps engineers in other departments.

In this role, you will be responsible for providing in-depth 2nd level technical support for production applications, while also operating, monitoring, and maintaining the systems and infrastructure that keep our lottery and gaming services running smoothly and reliably. You’ll be a key point of contact for incident resolution, system stability, and continuous service improvement.

• Work with the Release Manager, DevOps Engineers and other Application Support Engineers to support Allwyn LS's iLottery platforms
• Provide investigation into platform issues which include software defects, performance issues, system outages, security incidents etc
• Proactively ensure the platform runs efficiently and within capacity parameters
• Be part of a 24/7 on-call rota to provide out-of-hours platform support
• Work with our globally distributed development teams to help build and deliver software to multiple clients
• Keep customers up-to-date about high priority/impact issues, escalating timely and appropriately
• Provide excellent customer service to all our customers
• Participate in calls with our customers
• Work with the team to improve the service offered to our customers
• Develop and optimise internal tools and processes
• Document procedures, known issues, and workarounds to support knowledge sharing across teams

Qualifications, Experience and Competences

• Linux, terminal and command line tools
• Relational databases and SQL (both theoretical and practical) including understanding of performance, indexing, capacity
• Network protocols, HTTP/HTTPS and SSH are a must
• Scripting skills (Bash, Python, Perl, Go)
• Excellent communication skills in English (written and verbal)

Basic understanding in the following areas:

• Running distributed, loosely coupled web applications
• Running and troubleshooting software written in Java and gathering JVM insights for troubleshooting, tuning
• Linux Containers, Docker and the associated ecosystem of tools
• Kubernetes
• Restful APIs
• JSON and XML formats

• Industry standard tools and technologies like Prometheus, Grafana, ElasticSearch, Logz.io or similar
• Web development, HTML, CSS, JavaScript

Required Competences

• Confident, driven and dynamic professional 
• Problem solving and investigative skills
• Analyze logs, data flows, and system behavior to pinpoint issues
• Results orientation
• Self-motivated, enthusiastic, positive and the ultimate team player
• Co-Working and Collaboration
• Conflict resolution skills
• Able to built trustworthy relationship with internal and external stakeholders
• Creating problem solving approach and analytical skills
• Ability to provide  constructive Feedback
• Empathy skills, Communication (Active listening, conflict resolution), Inclusiveness 

• Decision Effectiveness
• Effective Thinking (Analytical, Forward, Conceptual)
• Growth Mindset (Manage change, Accept feedback, Resilience, Flexible behavior)

• Planning & Organization
• Show initiatives 

• Working with Atlassian JIRA and/or Service Desk
• Terraform experience
• AWS experience
• Operational experience with Postgres or other RDBMS
• Ansible, Github experience
• VMWare vSphere experience
• JAVA programming

• Be part of a dynamic team with enthusiastic experts that will support your talent and growth
• Embark on a journey within a diverse environment full of opportunities and challenges
• Comprehensive onboarding experience designed to facilitate your smooth transition
• Attractive salary and a bonus plan
• Health and life insurance for you and your family
• Well-being allowance
• Monthly lunch allowance
• Developmental 360° feedback framework
• Unlimited Training options and tools
• Extensive leave plan
• Employee Assistance Program with specialized Counselors / Licensed Psychologists
• Enjoyable and stable working environment
• Flexible working arrangements (fully remote/hybrid)
• Modern workspace environment
• Apple equipment and top-notch office technology to support our hybrid working
  

Allwyn is an Equal Opportunity Employer which prides itself in being diverse and inclusive. We do not tolerate discrimination, harassment, or victimization in the workplace. All employment decisions at Allwyn are based on business needs, job requirements, and individual qualifications. Allwyn encourages applications from individuals regardless of age, disability (visible or hidden), sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief, and marriage and civil partnerships.

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