TL;DR
L1 Technical Support Specialist (Igaming): Providing first-line technical support, handling customer requests and assisting with platform-related operational issues with an accent on initial issue analysis. Focus on collaborating with cross-functional teams and maintaining accurate documentation for efficient resolution of technical cases.
Location: Georgia, Poland, Serbia
Company
SOFTSWISS has created a secure iGaming platform that ensures the highest-quality service to clients worldwide.
What you will do
- Process, classify, and perform initial analysis of incoming requests in Jira Service Desk.
- Provide first-line operational support for project systems and configurations.
- Use GitLab to review and make basic updates to configuration files, ensuring accuracy of changes.
- Collaborate with cross-functional teams (Product, Development, QA, Risk) to resolve incidents.
- Maintain accurate ticket updates and documentation.
- Prioritize tasks in accordance with requirements and business risk level.
Requirements
- Higher or incomplete higher education, preference for graduates of technical universities.
- Experience with monitoring and logging tools such as Datadog, Grafana, Sentry, and ELK (primarily Kibana).
- Basic knowledge of markup web languages (HTML, CSS).
- Working proficiency in the English language.
- Working proficiency in the Russian language.
Nice to have
- Familiarity with GitLab (or alternatives) CI/CD pipelines.
- Familiarity with Application Programming Interfaces (APIs).
Culture & Benefits
- Private insurance (depending on contract type).
- Paid gym membership.
- Comprehensive Mental Health Program.
- Free English lessons (online).
- Local language courses.
- Upskilling, internal workshops, and participation in professional conferences and corporate events.