Provide 24/7 technical escalation coverage to support customer-initiated incidents, service requests, and system monitoring alerts.
Triage, categorize, and prioritize incidents and requests to ensure timely and efficient resolution.
Troubleshoot technical issues, identify potential bugs, and escalate complex cases to Product, Development, or Marketing teams as appropriate.
Deliver clear technical information and guidance on product functionality, features, and best practices.
Collaborate cross-functionally to improve incident response processes and enhance overall customer experience.
Maintain accurate documentation of incidents, resolutions, and escalation paths in support systems.
Proactively monitor system performance and highlight areas for optimization or risk mitigation.

Excellent problem-solving and troubleshooting abilities with a methodical approach.
Strong multitasking skills while maintaining attention to detail in high-pressure situations.
Exceptional communication skills, able to explain complex technical concepts to non-technical audiences.
Full proficiency in Russian language
Upper Intermediate proficiency in English language
Experience in the gambling industry is highly desirable.
Basic programming knowledge and coding experience is a plus.
Familiarity with API alerting and monitoring tools tracking.
Flexibility to work day, evening, night shifts, and weekends as required.
Ability to collaborate effectively with cross-functional teams and escalate issues appropriately.

Technical Support Specialist

Key skills