Technical Application Support Analyst

2 weeks ago

Toronto, Canada Pala Interactive Full time

Boyd Interactive (formerly Pala Interactive) is a full-service, real-money and social gaming technology provider and operator. The company offers a full spectrum of games, including casino, poker and bingo, across all distribution channels (web, download, tablet & smartphone) for real money and social gaming entertainment.

The Technical Application Support Analyst will be responsible for helping Boyd B2B and B2C customers to use Boyd Interactive software in efficient and productive ways. The Technical Application Support Analyst will assist the customers (internal and external) to resolve problems and find ways to use the software in the most optimized ways.

**Major technical duties include**:

- Work closely with internal development and operations team to identify and resolve issues reported by customers.
- Escalate complex or critical issues to higher levels of support or development teams as necessary.
- Work with Boyd’s software vendors to coordinate integration data points.
- Use Boyd’s software tools to make a positive impact on the customers’ success.
- Understand customer requirements and construct the solution using Boyd’s software.
- Investigate the logs in Grafana to identify the issue.
- Perform root cause analysis of production issues.
- Analyze complex data that resides in relational database by using SQL queries.
- Manage communications with customers, at all levels, to maintain positive relationships.
- Implement and maintain a knowledge base to enable quick resolutions to customer issues and training purposes.

**Requirements**:

- Experience with using software tools and configurations.
- Good knowledge of relational database systems.
- Experience writing SQL queries to investigate data issues.
- Experience with monitoring tools such as Grafana.
- Software education is an advantage.
- Ability to adapt to new environments, and the ability to identify, propose and implement changes and improvements.
- Solid analytical and problem-solving skills.
- Strong interpersonal and communication skills, both written and verbal.

**Soft Skills**:

- Ability to work in a deadline driven, fast-paced environment.
- Innovative and creative.
- Independent and self-motivated.
- Enjoys and works well in teams, but also thrives in autonomy.
- Exhibits the important balance of patience and determination that allows entrepreneurial businesses to flourish.
- Organized and thorough.
- Collaborative team player, excited and willing to do what it takes to get the job done.

**Job Type**: Full-time, Permanent

**Benefits**:

- Casual dress
- Company events
- Dental care
- Disability insurance
- Extended health care
- Life insurance
- On-site childcare
- On-site gym
- On-site parking
- Paid time off
- RRSP match
- Tuition reimbursement
- Vision care

**Work location**: Hybrid - on site 3 days per week at the office in North York, ON M2J 5B5

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