Technical Application Support Analyst

Location: Toronto, Ontario (Canada)

Type: Full-time, permanent

Position: Technical Application Support Analyst

Reports to: VP of Customer Support

The Technical Application Support Analyst will be responsible for assisting Pala’s B2B customers resolve questions and issues related to the operation of Pala’s online gaming software platform. The Technical Application Support Analyst will assist the B2B customer with their needs in a pre-launch environment and that support will continue after go-live.


  • Understand client requirements and construct the solution using Pala’s software;
  • Trouble shoot software issues with Pala’s product;
  • Work with Pala’s software vendors to coordinate integration data points;
  • Use Pala’s software tools to make a positive impact on the clients’ success;
  • Manage support tickets received from clients;
  • Co-ordinate critical issues with the Account Manager and Compliance Manager, as necessary;
  • Notify clients of any Incident(s) and manage the periodic communication

Essential Qualifications:
The ideal candidate will be self-motivated and an excellent problem solver and will comfortable working in a metrics-driven environment and can demonstrate the following:

  • Experience with software systems;
  • Experience with using software tools and configurations;
  • Trouble shooting capabilities;
  • Good understanding of SQL databases;
  • Formal computer science education;
  • 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;
  • 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.

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