Middle Technical Support Specialist

About your key responsibilities and impact:

• Reproducing, analyzing, and evaluating requests to resolve or escalate incidents as needed;
• Monitoring product status and involving responsible teams in urgent or critical situations;
• Collaborating closely with other departments to ensure timely and effective issue resolution;
• Overseeing SLA compliance for request and incident resolution, escalating unresolved cases appropriately (to providers, L2, or another unit);
• Responding to questions from regional customer support teams about various player issues.

Essential professional experience:

• At least 3 year of experience in client support;
• Intermediate+ English level; 
• Fluent in Ukrainian or Russian;
• Familiarity with back-office systems, especially within gaming companies (a significant advantage);
• Basic understanding of live gaming rules (e.g., baccarat, blackjack, Crazy Time, Monopoly);
• Proficient in using Jira, Jira Service Management, and Zendesk;
• Strong multitasking and dynamic prioritization skills;
• Excellent communication (written and verbal), analytical thinking, and problem-solving abilities;
• Experience with monitoring and alerting tools.

Desirable skills and personal features:

• Willingness and ability to work in shifts, including night shifts.