L1 Technical Support Specialist – Middle - Remote Eligible

Technical Support Specialist

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.

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

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.