Technical Support Agent

Role overview Provide first-line technical support for a business advisory and services group operating in the iGaming and entertainment sector. The role sits at the intersection of business stakeholders and technical teams, monitoring live systems, triaging incidents, and ensuring tickets are tracked and resolved within agreed service levels. It suits early-career technical support professionals who can write clearly and learn new systems quickly.

Responsibilities - Work closely with business units and technical teams to clarify requests and track task progress. - Monitor Grafana dashboards to assess system performance and detect potential issues. - Record incidents in Jira Service Management and other ticketing tools in line with established workflows. - Handle support tickets, keeping them updated regularly and driving them to prompt resolution. - Escalate incidents when required, following internal protocols, and draft notifications about scheduled or unscheduled technical activities. - Collect detailed technical information using available tools and pass it to the appropriate development team for further investigation.

Requirements - 6 to 12 months of experience in technical support or L1 support. - English proficiency at B1+ or B2 level or higher, suitable for written communication and working with technical documentation. - Understanding of client-server architecture, HTTP, REST APIs, request and response flows, and HTTP status codes. - Ability to use browser DevTools, including the Network and Console panels, for investigation. - Experience with at least one ticketing system such as Jira, Zendesk, or Freshdesk. - Ability to independently reproduce issues and document them clearly for developers, including steps to reproduce, expected versus actual results, timestamps, IDs, and screenshots or videos.

Nice to have - Analytical thinking that looks beyond reported symptoms to identify root causes. - Strong attention to detail when working with statuses, IDs, logs, and transactions. - A sense of ownership, taking responsibility for cases through to resolution and following up on escalations. - Ability to prioritize multiple cases at once, considering SLAs and business impact. - A calm, systematic approach during incidents and high-priority issues, plus willingness to learn new products and processes quickly.

Benefits and work setup - Health and wellness focus with global medical coverage. - Benefits programs that may include compensation for gym, dental, and psychological services. - Growth opportunities and performance-driven rewards in a dynamic work environment.