Support Analyst, Level 1

Role Overview

• Receive, organize and log technical requests and issues reported by clients;
• Perform initial ticket triage for requests, errors, failures, incidents, game rounds, balance issues, bets, bonuses, login problems, games or any unexpected platform behavior;
• Monitor events, alerts and logs across different systems, acting preventively or correctively when necessary; collect evidence for incident investigation, including: screenshots; user IDs; round IDs; timestamps; amounts; operator; game; provider, etc.;
• Open and follow up tickets with internal teams or external providers when the issue requires specialized analysis;
• Request partner/provider checks for rounds, game histories, transactions and other technical occurrences; organize access, contacts and communication flows with providers, correctly identifying scenarios that require external escalation;
• Track provider handling until the final resolution of cases;
• Engage internal areas such as Product, Development, Integrations, DevOps, Information Security, IT and other teams involved in incident resolution;
• Monitor and drive the progress of requests with the teams responsible for analysis, fixes or solution delivery; keep clients updated on the status of tickets and incidents;
• Ensure all requests have an assigned owner, updated comments, correct status and appropriate routing;
• Interact with internal and external clients using corporate communication tools;
• Support coordination in organizing, prioritizing and tracking the backlog of requests.

Requirements

• Bachelor's degree completed or in progress in Computer Science, Computer Engineering, Systems Analysis and Development, Software Engineering or related fields;
• Previous experience providing support for corporate systems and applications;
• Experience in incident analysis, root cause identification and change management;
• Knowledge of ITIL processes for classification and handling of incidents, problems and requests;
• Experience with application monitoring and troubleshooting;
• Familiarity with ITSM and ticketing tools such as Jira, ServiceNow, ClickUp or similar;
• Knowledge of system integrations, APIs, Web Services and messaging;
• Analytical skills and logical reasoning for problem solving;
• Comfortable analyzing logs, identifying failures and proposing solutions;
• Experience monitoring and meeting SLAs;
• Ability to document procedures, solutions and knowledge base articles;
• Ease interacting with business, development and operations teams.

Tech Stack

• ITSM
• ServiceNow