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Technical Lead, Field Engineering

Senior Site Reliability Engineer

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VGW seeks a Senior Site Reliability Engineer to ensure the reliability of its systems as it develops new games.  This role involves building a new platform system from the ground up, emphasizing reliability. The team utilizes cloud-native practices (CI/CD, IaC, O11y, CyberSec), a container-based architecture on EKS, Amazon Aurora, CloudFront, and S3.  Infrastructure is managed with Terraform and Github Actions for CI/CD.  Responsibilities include implementing and coaching on Google SRE principles, Infrastructure as Code, and CI/CD technologies.

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<div class="job__description body"><div><p><strong>Senior Site Reliability Engineer</strong></p>
<p><strong>VGW is an interactive entertainment company, harnessing technology and creativity to deliver world-class, free-to-play games.</strong>&nbsp;</p>
<p><strong>We have an exciting opportunity to join our&nbsp;</strong><strong>Engineering</strong><strong>&nbsp;team in&nbsp;</strong><strong>Poland</strong><strong>&nbsp;</strong><strong>and are currently looking for a</strong><strong> Senior Site Reliability Engineer</strong><strong>&nbsp;</strong><strong>to join the team. </strong></p>
<p>You'll focus on ensuring the reliability of our systems as we bring new games to life. This is an exciting opportunity to work on developing a new platform system, building reliability from the start.&nbsp;</p>
<p><strong>What you should know about our Engineering team:</strong></p>
<ul>
<li>We make room to do things the right way</li>
<li>You own your projects: you build it, you ship it, you run it</li>
<li>We were born in the cloud: practices and principles like CI/CD, IaC, O11y and CyberSec are part of what we do</li>
</ul>
<p>In terms of our tech stack, we’re container-based, running on EKS supported by Amazon Aurora, CloudFront and S3 for our front-ends. Our infrastructure is provisioned with Terraform and we use Github Actions for our CI/CD.</p>
<p><strong>What you will bring to the role:</strong></p>
<ul>
<li>Experience working as a DevOps Engineer, Systems Engineer, SRE or a related field and ready to take the next step</li>
<li>Must be proficient in the English language</li>
<li>Strong fundamental knowledge of Google SRE</li>
<li>Experience in working with Infrastructure as Code tools</li>
<li>Experience in/ knowledge of CI/CD tools and techniques</li>
<li>Experience in cloud (AWS, Azure or GCP)</li>
<li>Experience in OpenTelemetry is desired</li>
<li>Experience in implementing, coaching and sharing a strong understanding of Google SRE.</li>
<li>Experience in implementing, coaching and sharing their strong understanding of Infrastructure As Code, as well as integration and deployment technologies: CI &amp; CD</li>
</ul>
<p><strong>About VGW</strong></p>
<p>VGW is an interactive entertainment company, harnessing technology and creativity to deliver world-class, free-to-play games.</p>
<p>With high-quality, acclaimed brands including Chumba Casino, Global Poker and LuckyLand Slots, we entertain and delight over one million players in North America.</p>
<p>As pioneers in sweepstakes promotions for online social games, we also offer our players the opportunity to redeem incredible prizes.</p>
<p>At VGW, one of our core values is "our players come first". This means always striving to deliver a safe, responsible and positive player experience.</p>
<p><strong>Why VGW?</strong></p>
<p>At VGW, we’re more than just a team. We’re a diverse and inclusive group of individuals, each playing a vital role in our success.</p>
<p>Our core values are clear and strong; we win together, do what’s right, put our players first and are powered by passion.</p>
<p>We believe in our people and are committed to creating an environment where everyone feels welcome, inspired, and supported. We recognise that life is more than just work - that’s why we’re all about flexibility so you can strike a healthy balance between your personal life and career. We’re also here to champion your growth in your current role and future aspirations, providing opportunities for learning and career advancement. And to top it off, we back this all up with competitive compensation, perks and benefits.&nbsp;&nbsp;</p>
<p>But it’s not all business. We inject fun into the workplace, celebrate together and create lasting memories, from a mix of in-person and online events, to social gatherings and much more.</p>
<p>It’s our combined skills, ideas and visions that drive us forward. Join us on this exciting journey, and together, we’ll achieve remarkable things.&nbsp;</p>
<p>If you want to join a team that does things differently, apply today - we look forward to seeing what you can bring to our team.</p>
<p>Find out more at <a href="http://www.vgw.co">www.vgw.co</a></p></div><div><p><a href="https://www.vgw.co/wp-content/uploads/2023/03/CandidatePrivacyPolicy_Final-1.pdf" target="_blank">Privacy Policy</a></p></div></div>

The Support Quality Compliance Agent will be responsible for ensuring adherence to the case management practices established by the management. This role also involves monitoring, analysing, and reporting on support interactions to ensure timely, and empathetic responses. The agent will also be responsible for identifying areas for improvement and working with the support team to implement best practices. Responsibilities include monitoring support interactions, evaluating compliance gaps, ensuring empathetic and personalized responses, identifying and addressing excessive use of templated responses, monitoring urgency in handling support tickets, ensuring high-priority issues are escalated and resolved promptly, providing regular feedback and coaching to support agents, working with the training team to develop and deliver training sessions, recommending improvements to support processes, preparing regular reports on compliance, analyzing trends and providing insights, working closely with support teams, training departments, and technical experts, and participating in team meetings.

Sr Engineer, Field Engineering

<div class="section page-centered" data-qa="job-description"><div>The Support Quality Compliance Agent will be responsible for ensuring adherence to the case management practices established by the management. This role also involves monitoring, analysing, and reporting on support interactions to ensure timely, and empathetic responses. The agent will also be responsible for identifying areas for improvement and working with the support team to implement best practices.</div></div><div class="section page-centered"><div><h3>WHAT YOU WILL BE DOING</h3><ul class="posting-requirements plain-list"><ul><li><b>Monitor      Support Interactions:</b></li><li>Review       support tickets, emails, and chat transcripts to ensure compliance with       the case management processes.</li><li>Evaluate       the compliance gap</li><div><br></div><div><b>Soft      skills Quality:</b></div><li>Ensure       that support responses are empathetic and personalized.</li><li>Identify       and address the excessive use of templated responses.</li><div><br></div><div><b>Urgency      and Escalation:</b></div><li>Monitor       the urgency demonstrated in handling support tickets.</li><li>Ensure       that high-priority issues are escalated and resolved promptly.</li><div><br></div><div><b>Continuous      Improvement:</b></div><li>Provide       regular feedback and coaching to support agents based on audit findings.</li><li>Work       with the training team to develop and deliver training sessions on       empathy, technical depth, and effective communication.</li><li>Recommend       improvements to support processes and workflows.</li><div><br></div><div><b>Reporting      and Analysis:</b></div><li>Prepare       regular reports on compliance with support quality standards.</li><li>Analyze       trends and provide insights to the VP of APAC Support and other       stakeholders.</li><div><br></div><div><b>Collaboration:</b></div><li>Work       closely with support teams, training departments, and technical experts       to ensure continuous improvement.</li><li>Participate       in team meetings to discuss findings and drive improvements.</li></ul></ul></div></div><div class="section page-centered"><div><h3>WHAT YOU BRING</h3><ul class="posting-requirements plain-list"><ul><li>Bachelor’s      degree in a related field or equivalent experience.</li><li>Proven      5+ years of experience in a customer support or quality assurance role.</li><li>Strong      understanding of support processes and best practices.</li><li>Excellent      analytical and problem-solving skills.</li><li>Exceptional      communication skills, both written and verbal.</li><li>Ability      to provide constructive feedback and coaching.</li><li>Experience      with support ticketing systems and CRM software.</li><li>Strong      attention to detail and organizational skills.</li><div><br></div><div><b>Preferred Qualifications:</b></div><li>Experience      in the tech industry or with technical support.</li><li>Familiarity      with root cause analysis and troubleshooting techniques.</li><li>Knowledge      of customer service metrics and KPIs.</li><div><br></div><div><b>Personal Attributes:</b></div><li>Empathetic      and customer-focused.</li><li>Proactive      and self-motivated.</li><li>Ability      to work independently and as part of a team.</li><li>Strong      sense of urgency and ability to prioritize tasks.</li></ul></ul></div></div>undefined