L1 Technical Support Specialist – Senior
SOFTSWISS continues to expand the team and is looking for a Technical Support Specialist to join the SOFTSWISS Casino Platform. This role focuses on providing first-line technical support, processing customer requests, and assisting with platform-related operational issues. You will provide first-line technical support by handling customer requests, performing initial issue analysis, and supporting the day-to-day operations of the platform. You will collaborate with related departments to ensure stable system performance and efficient resolution of technical cases.
- Process, classify, and perform initial analysis of incoming requests in Jira Service Desk.
- Providing 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.
- Higher or incomplete higher education, preference for graduates of technical universities (preferred).
- Experience with monitoring and logging tools such as Datadog, Grafana, Sentry, and ELK (primarily Kibana) (required).
- Basic knowledge of markup web languages (HTML, CSS) (required).
- Working proficiency in the English language (required).
- Working proficiency in the Russian language (required).
- Familiarity with GitLab (or alternatives) CI/CD pipelines (nice-to-have).
- Familiarity with Application Programming Interfaces (APIs) (nice-to-have).
- Private health insurance.
- Sports benefits.
- Comprehensive Mental Health Program.
- Free English lessons (online).
- Local language courses.
- Paid time off.
- Maternity leave support.
- Referral program rewards.
- Upskilling, internal workshops, and participation in professional conferences and corporate events.
SOFTSWISS is a global tech expert with over 15 years of experience in providing innovative iGaming solutions. The company offers comprehensive software for online casinos, sports betting, and affiliate management. To expand its global presence, in 2024, SOFTSWISS acquired Turfsport, a leading South African betting software provider, and a significant stake in Ously Games GmbH, the company behind the fastest-growing European social casino, SpinArena.net. Additionally, the company appointed Formula 1 legend Rubens Barrichello as Non-Executive Director in Latin America, focusing on Brazil's growing market. SOFTSWISS is committed to transforming the iGaming and entertainment industry for the better through tech innovations. The Team helps operators and providers establish enduring partnerships by building profitable and scalable businesses.