Support Specialist

Main Responsibilities

– Real-Time Monitoring & Detection:

– Monitor live dashboards, logs, game graphics, and chat channels to detect performance issues, crashes, anomalies, or suspicious activity

– Ensure stable game operations by quickly identifying and prioritizing incidents that may impact the player experience

– Incident Response & Investigation:

– Respond rapidly to alerts and technical issues, coordinating with internal teams to minimize downtime or disruptions

– Investigate root causes using logs, player activity, and system metrics; escalate or resolve based on findings

– Manual Operations & Issue Resolution:

– Handle manual inputs (e.g., round corrections, jackpot results) using Back Office tools and resolve stuck or failed transactions

– Support dispute resolution by analyzing player activity, validating round outcomes, and identifying suspicious behavior

– Communication, Escalation & Documentation:

– Liaise with operators and internal departments (e.g., Development, Fraud, Integration) on technical or gameplay-related issues

– Maintain detailed incident reports and handover notes to ensure smooth shift transitions and operational continuity

Mandatory Requirements

– Experience in a similar position 1 year

– English proficiency — Intermediate or higher level in both written and spoken communication

– Strong attention to detail with solid analytical and problem-solving skills to identify and resolve live issues efficiently

– Basic understanding of game mechanics or previous experience working in the iGaming or online entertainment industry

– A proactive mindset with a strong sense of ownership and the ability to work both independently and in a team environment

– Experience in technical support, preferably in a fast-paced or 24/7 operational environment

– Experience using ticketing and collaboration platforms like Jira, Confluence, or similar

– Familiarity with monitoring and incident management tools, such as Grafana, Google Cloud, and Back Office systems

We offer

– Competitive Salary: A fixed salary in EUR with annual performance reviews to recognise your growth.

– Comprehensive Benefits: Includes medical insurance, access to a psychologist, and participation in our English-speaking club.

– Paid Time Off: 20 vacation days + 10 lieu days, plus national holidays.

– Paid Sick Leave: Up to 10 working days per year.

– Professional Development Support: We reimburse courses, training, and certifications to help you grow in your career.

– Self-Development Perks: Reimbursement available for language classes, sports activities, massages, or sessions with a life coach.