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.
SOFTSWISS Casino Platform
With our strong technical team, SOFTSWISS has created a secure iGaming platform that ensures the highest-quality service to clients worldwide. Through constant innovation, the iGaming Platform Team strives to maintain its competitive edge with state-of-the-art technology, delivering an unparalleled experience to clients at all times.
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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
- Experience with monitoring and logging tools such as Datadog, Grafana, Sentry, and ELK (primarily Kibana)
- Basic knowledge of markup web languages (HTML, CSS)
- Working proficiency in the English language
- Working proficiency in the Russian language
- Familiarity with GitLab (or alternatives) CI/CD pipelines
- Familiarity with Application Programming Interfaces (APIs)
