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.
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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.