Jobs Customer/Technical Support

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 experience in 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 HTTP 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!
• 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 !

Do not hesitate and apply to this role ! We look forward to meeting you!

Location - Remote (UK-based) 
Reports to[CTO / Head of Engineering
 

About the Project:

It is a mobile accounting app for sole traders, freelancers and self-employed workers — income, expenses and tax handled from a phone in minutes rather than evenings.

Behind a simple app sits the complicated part: bank feeds that stop syncing, receipts that scan wrong, subscriptions that don't renew, a figure that's off by £40 and nobody can say why. That's your side of the house. When a user's tax number looks wrong, someone has to prove what actually happened — in the data, not in the conversation.

The job in one line

You are tier 2: everything customer support can't resolve stops with you, and everything Engineering shouldn't be interrupted by stops with you too.

What you'll do

- Own tier-2 escalations end to end. Take what front-line support can't close, investigate it properly and either fix it, work around it, or hand Engineering a ticket they can act on immediately. Target: [90%] of escalations resolved or reproduced within 1 working day.
- nvestigate in the data, not by guesswork. Read logs, trace requests, query the database (read-only SQL), check API responses and reconcile what the app displayed against what was actually recorded. Every escalation you pass on carries a clear reproduction path and evidence.
- Run bank feed and integration failures. Open Banking connections drop, banks change formats, tokens expire, third-party providers have outages. You own diagnosis, the vendor conversation, and the honest message to affected users.
- Triage mobile crashes and releases. Monitor crash and error reporting, spot regressions after a release before the reviews do, and verify fixes on real devices across iOS and Android versions.
- Own billing and store issues. Failed payments, App Store / Google Play subscription problems, duplicate charges, refunds, entitlement mismatches — resolve them and reconcile with Finance.
- Manage incidents. Be the person who declares one: assess impact, notify users and the team, keep the status page current, coordinate to resolution, then write the post-incident review with a root cause and actions that actually get done.
- Cut the ticket volume at source. Turn recurring escalations into permanent fixes: bug reports Engineering prioritises, product changes, internal diagnostic tooling, and written playbooks that let tier 1 handle the case themselves next time. Success looks like fewer escalations reaching you each quarter, not more.
- Handle deadline peaks. Late January Self Assessment, the 5 April year end and quarterly VAT/MTD deadlines turn every technical fault into an urgent one. Cover, monitoring and rollback plans get agreed before those windows, not during.
- Guard data and access. Verify identity before touching an account, work under UK GDPR with financial and personal data, keep production access to what your role requires, and escalate suspected security or data incidents immediately.

 What we're looking for

- 3+ years in technical support, application support or a tier-2/escalations role for a live software product — ideally consumer-facing.
- You can read a log, write a SQL SELECT, call an API endpoint with Postman / curl and inspect a JSON response without help.
- Practical experience with bug triage alongside an engineering team: severity, reproduction, prioritisation, verification.
- Experience with third-party integrations or API failures, and dealing directly with vendor support.
- Written English clear enough to explain a technical cause to a user in plain terms and to a developer in precise ones.
- Calm and methodical during outages — no panic, no guessing, no silence.
 

Nice to have

- Fintech, accounting, payroll or payments background — bank feeds, Open Banking, reconciliation, double entry.
- Mobile support experience: crash reporting, device fragmentation, store release cycles, RevenueCat or similar subscription tooling.
- Scripting for diagnostics or reporting (Python / SQL / Bash).
- Experience setting up monitoring, alerting or an internal admin/diagnostic tool.
- Any incident-management framework in practice, on-call rotations, blameless post-mortems).

What we offer

- £20 000 plus a bonus.
- A function you own and build, with the tooling budget and production access to do it properly.
- Remote  working with core hours 09:00–18:00 UK. On-call is limited to release windows and tax-deadline peaks, compensated at rate.
- Annual leave plus UK bank holidays, with peak-season cover agreed in advance.
- Direct line to Engineering — your bug reports go into the sprint, not into a backlog nobody reads.
- Tools and training funded, including certifications relevant to the role.

*Rapidum is an equal opportunities employer. We assess every application against the requirements above and nothing else.*
 

We’re looking for a strong Head of Customer Support to join an international iGaming project and build a high-performing support function for Canada, Australia & New Zealand 

This is a great opportunity for someone who loves building things from scratch, knows how casino players think, and can turn Customer Support into a real part of the customer experience and retention strategy.

🔥 What you’ll own:

• Build and scale the Customer Support department from the ground up
• Hire, onboard, train, and develop a strong 24/7 support team
• Design the team structure, shifts, workflows, and escalation matrix
• Set up SLA, KPI, QA standards and performance reporting
• Manage player communication across live chat, email, and other channels
• Handle complex cases related to deposits, withdrawals, KYC, bonuses, accounts, and VIP players
• Build smooth cooperation with Payments, Risk, CRM/Retention, and Product teams
• Implement helpdesk tools, automation, knowledge base, scripts, and AI solutions
• Analyze player feedback and turn support insights into improvements across the customer journey
• Continuously improve CSAT, response time, resolution quality, and team efficiency

🎯 What we’re looking for:

• Proven experience as a Head / Lead of Customer Support in iGaming / Online Casino
• Strong B2C and player-facing support experience
• Experience building or significantly scaling a support team
• Solid understanding of casino operations and the player journey
• Hands-on knowledge of SLA, CSAT, FCR, response/resolution time, QA and workforce management
• Experience with 24/7 and multilingual support operations
• Strong leadership, ownership, and decision-making skills
• Confident English for working with international teams and Tier-1 players

⭐ A big plus:

• Experience with Canada, Australia, New Zealand or other Tier-1 markets
• Experience launching Customer Support for a new casino/product
• VIP Support expertise
• Experience with Zendesk, Intercom, Freshdesk, LiveChat or similar platforms
• Support automation and AI implementation experience

💫 Why join us?

You’ll join an international project at an early stage, with the freedom to build the Support function your way rather than inherit years of outdated processes.

You’ll have direct impact on team structure, tools, processes, customer experience, and the way Support works together with Product, Payments, Risk and Retention.

🌍 GEO: Canada / Australia / New Zealand
🏠 Format: Remote
⏰ Employment: Full-time
🎰 Industry: iGaming / Online Casino