Technical Support Engineer

Created in 2012, Wiz-Team delivers cutting-edge technology and support services to the world’s greatest events across sport, institutions, hospitality, and entertainment. With events in our DNA, we are a privately-owned, growing and thriving international company staffed by experienced event professionals who share a collective passion for transforming how the event industry uses technology to deliver complex events. We benefit from a global network of developers, strategic partners, and Wiz-Team ambassadors.

For our office in Turin, we are looking for a :

Technical Support Engineer

This is a complementary role to our existing Customer Support team, bringing additional technical expertise to our support operations. The Technical Support Engineer provides deep technical investigation, troubleshooting, and resolution of application issues. You will be the first technical point of contact for production incidents, investigating software issues, troubleshooting application behaviour, performing configuration changes, and coordinating with Development and DevOps teams to restore service as quickly as possible.

This position is based in Europe and is designed to primarily support our North American operations.

The standard working schedule is late afternoon/evening, typically aligned with U.S. Pacific Time business hours. The expected schedule will generally fall between 16:00 - 01:00 CET.

Responsibilities:

• Investigate and troubleshoot production issues across multiple software applications.
• Analyze logs, API requests, system behavior, and application data to identify the root cause of incidents.
• Perform application configuration and data corrections where appropriate.
• Manage incidents from initial triage through to resolution, ensuring SLA commitments are met.
• Prioritize multiple incidents based on business impact and operational urgency.
• Coordinate with Development, DevOps, QA, and Project Management teams during critical incidents.
• Make informed decisions on escalation paths and communicate effectively with both technical and non-technical stakeholders.
• Work within agreed change management frameworks, which may vary by client.
• Support major event operations, including on-site and remote coverage during international sporting events.
• Document troubleshooting steps, known issues, and operational procedures.
• Contribute to continuous improvements in monitoring, support processes, and operational readiness.

Additional responsibilities may be assigned to support the development of the organization and according to the needs.

Requirements:

• 3+ years of experiencein Technical Support, Application Support, Software Support, or a similar technical customer-facing role.
• Strong analytical and troubleshooting skills.
• Experience working with web-based applications and SaaS platforms.
• Basic understanding of REST APIs, JSON, and requests.
• Strong SQL and database skills (intermediate to advanced level), including the ability to write corrective queries against production data.
• Working knowledge of at least one programming or scripting language (e.g. Node.js/TypeScript, PHP, or Python), sufficient to read code, diagnose bugs, and suggest straightforward fixes.
• Practical experience with cloud infrastructure and Kubernetes.
• Basic to medium understanding of software architecture (APIs, microservices, message-queue/event-driven systems).
• Familiarity with monitoring and observability tools such as Datadog or Grafana.
• Experience reading application logs and identifying software issues.
• Familiarity with Jira, ServiceNow, or similar ticketing systems.
• Excellent English written and verbal communication skills.
• Ability to remain calm and make sound decisions during high-pressure situations.
• Strong organizational skills with the ability to manage multiple priorities simultaneously.
• Self-driven and able to work independently with minimal supervision.
• Ability to travel occasionally to provide support onsite for our customers.

What we offer:

• A multi-cultural, solid company with high growth potential.
• Opportunities for skills development alongside company growth.
• Regular social events, and team building activities. Nerf guns skills are a must!
• Casual dress code, flexible hours and hybrid working policy.
• Free refreshments in the office.

If you are passionate about what you do, eager to learn new technologies and industries, and enjoy working in a collaborative team, we may be a great match!