Professional Support Engineer

About Xpoint

Join Xpoint, a trailblazer in the fast-growing online sports betting and gaming industry. We solve complex regulatory challenges by providing cutting-edge geolocation solutions to ensure operators comply with strict regulations. As a key player in the industry, Xpoint is gaining market share by offering superior technology and delivering exceptional customer experiences. Our innovative and fast-growing product, support and engineering teams are at the forefront of this transformation.

Job Summary:

The Professional Support Engineer will play a key role in bridging customer support and product development by independently resolving complex issues without over-relying on the development team. Operating as a highly technical L2 resource, this role requires deep problem-solving abilities and expertise in troubleshooting APIs, SDKs, and integration issues. The role involves close collaboration with the service team to support customers via email and calls, ensuring seamless operations, while liaising with the development team daily to tackle technical escalations.

Operating Principles: At Xpoint, we operate under eight core principles that drive our culture and success. We value accountability, collaboration, and continuous improvement, while fostering innovation to meet the needs of our customers. These principles guide how we work together to build market-leading products and deliver results. As a Professional Support Engineer, you will exemplify these values, motivating your team to achieve excellence.

Job requirements:

• Over 7 years of experience in professional services, technical support, or systems integration within a SaaS environment.
• Skilled in troubleshooting APIs, SDKs, and product configurations, with a strong ability to independently resolve complex issues.
• Proficient in Java for diagnosing code-related issues during integrations.
• Experience in Python (preferred) for data analysis and automating internal processes.
• Strong analytical skills, utilising logs and metrics to pinpoint and address root causes.
• Proven success collaborating with development teams to resolve escalations and address product issues.
• Familiar with ticketing systems such as Zendesk, Jira, and Asana.
• Excellent verbal and written communication skills, adept at working through service teams to deliver solutions to customers.
• Comfortable in a fast-paced environment, with experience in frequent cross-functional collaboration.

Job responsibilities:

• Advanced Ticket Management & Troubleshooting: Take ownership of L2 support requests by analysing and resolving complex technical issues, particularly those involving APIs, SDKs, and product configurations. Aim to minimise escalations by diagnosing and resolving issues independently whenever feasible.
• Customer Issue Resolution via Service Team: Work closely with the service team to deliver solutions directly to customers via email, calls, and documentation. Communicate issue status and resolutions clearly to non-technical stakeholders, ensuring transparency and understanding.
• Data Analysis & Insights: Review system logs, customer interaction data, and performance metrics to identify recurring issues. Provide actionable insights and recommendations for process improvements, reduced ticket volume, and enhanced product performance. Collaborate with product and engineering teams to translate data trends into product enhancements.
• Technical Integration & Onboarding Support: Assist in new customer onboarding by troubleshooting configurations, validating integrations, and ensuring compliance for smooth operations. Support the service team by clarifying technical workflows and assisting with complex onboarding cases.
• Collaboration with Development Team: Engage daily with developers to resolve escalated issues, stay informed of product updates, and relay field feedback. Participate in cross-functional meetings with product and dev teams to address ongoing technical issues and new feature implementations.
• Documentation & Knowledge Base Management: Develop, update, and enhance both internal and customer-facing documentation, troubleshooting guides, and FAQs to empower customers and internal teams alike.
• Continuous Improvement & Reporting: Identify trends in escalations and suggest process improvements to minimise repeat issues. Participate in post-incident reviews to ensure effective resolutions and prevent future occurrences.

Preferred Qualifications:

• Experience in the iGaming and/or Sports Betting industry.
• Start-up experience, with the ability to adapt quickly and drive projects to completion under time pressure.

Benefits (UAE & EU):

• Competitive salary.
• Medical insurance.
• Paid time off
• Opportunities for professional growth and career advancement.
• Professional development and training programs