Technical Support (Day/Night Shifts)

The schedule consists of two-day shifts, followed by two days off, and then two-night shifts, with an additional two days off.

Technical is primarily responsible for delivering exceptional customer service and providing technical guidance to operators and aggregators. They specialize in diagnosing and resolving various technical challenges related to product issues, including errors, reporting discrepancies, and gaming problems. The core objective of the technical support engineer is to maintain customer satisfaction and minimize operational disruptions through efficient and effective problem-solving. The Technical Support Engineer reports directly to the Support Team Leader.

Requirements:

• Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent work experience);
• Commercial experience of at least one year in the position of Technical Support;
• Proficiency in log analysis using tools like ELK (Elasticsearch, Kibana), with the ability to search, filter, and analyze log data to identify issues and trends effectively;
• Experienced in API design, including skills in creating RESTful APIs, defining resource endpoints, HTTP methods, and request/response formats (e.g., JSON, XML).
• Deep understanding of testing theory and processes, experience with the application of testing tools (Chrome DevTools, FireBug, Postman, etc.);
• Excellent problem-solving and analytical skills to identify and resolve technical challenges;
• Exceptional communication abilities, both verbal and written, with the capability to explain technical concepts to non-technical individuals;
• Proficiency in using ticketing systems, CRM software;
• Knowledge of hardware, software, operating systems, and networking principles;
• English proficiency at an Upper-Intermediate level or higher;
• Preferred: 1+ year of experience in the gambling industry.

Hard Skills:

• Understanding the principles of client-server architecture;
• Practical experience in creating and maintaining testing documentation (bug reports, checklists, test cases, etc.);
• Proficiency in testing APIs to ensure functionality, reliability, and performance, utilizing tools like Postman for response validation and handling edge cases.

Responsibilities:

• Offer timely and professional responses to customer inquiries and support requests via chats and emails;
• Detect, troubleshoot, and effectively resolve technical problems encountered by operators and their clients;
• Provide customers with detailed, step-by-step instructions to help resolve technical issues.
• Collaborate with cross-functional teams, including developers and account managers, to address complex technical issues;
• Contribute to product testing, monitor and document bugs, and report results to the development or quality assurance teams;
• Maintain records of customer interactions, including issues, solutions, and follow-up actions using a ticketing system;
• Perform configuration settings and changes in the CRM system to onboard new clients and support existing ones.

Working conditions:

• Medical insurance;
• Regular salary reviews and timely payments;
• Provision of necessary equipment for work as needed;
• Official employment as a private entrepreneur;
• Psychological support.

Professional development:

• Corporate English classes;
• Mentoring from experienced Team Leads;
• 50% reimbursement for courses/certifications/webinars, etc.;
• Development towards leadership positions within the company.

Work-life balance:

• Ability to work fully remotely;
• 15 days of vacation;
• Days off on public holidays;
• Paid sick leave;
• Informal office meetings every month.