L1 Technical Support Specialist - Senior

Overview:
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. About Product:
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. Learn More
Purpose of the role:
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.

Key responsibilities:
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

Required Experience:
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

Nice to have:
Familiarity with GitLab (or alternatives) CI/CD pipelines

Familiarity with Application Programming Interfaces (APIs)

Our Benefits:
Full-time remote work opportunities and flexible working hours

Private insurance

An additional 1 Day Off per calendar year

Sports program compensation

Comprehensive Mental Health Programme

Free online English lessons with a native speaker

Generous referral program

Training, internal workshops, and participation in international professional conferences and corporate events.