Technical Support Engineer

The Technical Support Engineer is primarily responsible for delivering exceptional customer service and providing technical guidance to operators and aggregators. They specialize in diagnosing and resolving various technical challenges related to product issues, including errors, reporting discrepancies, and gaming problems. The core objective of the technical support engineer is to maintain customer satisfaction and minimize operational disruptions through efficient and effective problem-solving.
The schedule consists of two-day shifts, followed by two days off, and then two-night shifts, with an additional two days off.

Requirements:

• 0.5+ year in a technical support role, preferably within B2B, iGaming, or fintech sectors;
• Familiarity with API tools (Postman, Swagger), log analysis (Kibana, Elasticsearch), and monitoring systems (Grafana);
• Basic understanding of JSON and experience with data analysis;
• Strong written and verbal communication skills in English (minimum B1 level);
• Experience with ticketing systems and collaboration tools (Google Sheets, Confluence);
• Willingness to work in a rotating shift schedule, including night shifts.

Responsibilities:

• Handle Help Desk tickets;
• Troubleshoot technical issues;
• Review game rounds for fraud, anomalies, and user complaints;
• Monitor logs, track alerts, participate in 24/7 incident handling;
• Communicate with partners via Telegram, Teams, and Slack;
• Support integration queries and explain technical flows;
• Perform bulk updates in Back Office, prepare data reports and technical docs.

Would be a plus:

• Experience in high-risk industries such as crypto, betting, or fintech.

Working conditions:

• Medical insurance;
• Regular salary reviews and timely payments;
• Provision of necessary equipment for work as needed;
• Official employment as a private entrepreneur;
• Psychological support.

Professional development:

• Corporate English classes;
• Mentoring from experienced Team Leads;
• 50% reimbursement for courses/certifications/webinars, etc.;
• Development towards leadership positions within the company.

Work-life balance:

• Ability to work fully remotely;
• 20 days of vacation;
• Days off on public holidays;
• Paid sick leave;
• Informal office meetings every month.