L2 Support Manager

Key Responsibilities:
- Responsible for triaging & responding to, investigating and resolution of customer support tickets within SLAs
- Perform analysis of integration logic and system processes and provide adequately descriptive solutions and responses back to Clients
- Effectively document investigative steps and analysis to escalate technical issues to the Product and Engineering team
- Escalate incident tickets through the appropriate channels and hold those escalated to accountable for responding in accordance with SLAs
- Proactive ownership and management of allocated tickets
- Provide prompt, professional, and accurate communication with customers, vendors, and colleagues to bring ability to explain what happened and why
- Prioritize and manage multiple open tickets at one time.

The challenges for this role during the probation period:
- Production support, night shifts

Primary requirements:
- Communication. Clear and effective exchange of information, ensuring all team members and stakeholders are aligned.
Domain. Deep understanding of the industry, including relevant trends, standards, and client needs.
Client-facing. Building strong relationships with clients, understanding their needs, and providing tailored solutions.
Cooperation with Development Team. Collaborating closely with the development team to achieve shared goals and resolve any issues that arise during the project.

Will be a plus:
- Similar experience in platform development product

English language level: B2 (Upper-Intermediate) +

Growth Prospects: Senior

Experience in years: 1+ years, 1+ experience in iGaming

Stages of interviews:
- Intro call
- Technical interview