Technical Support Specialist (iGaming)

Location: Remote within Europe; full-time work on a shift-based 24/7 rotating schedule, including nights, weekends, and holidays.

Company

hirify.global_TECH builds B2B iGaming platforms for operators, providing integrations, consulting, and long-term operational support for high-volume platforms.

What you will do

• Own, validate, investigate, and resolve complex B2B support tickets using server logs, monitoring tools, administrative back-office tools, and Browser DevTools.
• Reproduce user-reported issues and isolate root causes across APIs, client-server interactions, and integration layers.
• Review technical fixes from L2/L3 teams, verify that solutions are fully tested, and confirm that they address client needs.
• Coordinate L1 incident workflows during outages, including response calls, technical timelines, public status updates, and real-time alert triage.
• Manage the support backlog, client follow-ups, delay notifications, and documented escalations to L2/L3 engineering teams.
• Translate technical root causes into clear client updates and guide Junior Specialists on investigation, log analysis, and ticket routing.

Requirements

• 1+ years of experience in B2B Customer Support, Technical Support, Service Desk, Application Support, or operations in a B2B SaaS or high-load digital environment.
• Hands-on experience analyzing server logs, administrative back-office tools, and Browser DevTools.
• Practical knowledge of ticketing platforms such as Jira/JSM, Zendesk, or ServiceNow, and L1–L3 incident workflows.
• Proven ability to coordinate critical incidents, including response calls, timeline tracking, and client updates.
• Flexibility to work full-time on a shift-based 24/7 rotating schedule, including nights, weekends, and holidays.
• Upper-Intermediate English level required.

Nice to have

• Experience in iGaming, fintech, or payment processing ecosystems.
• Basic understanding of API structures and HTTP request/response payloads.
• Experience managing incident response tools such as Statuspage.

Culture & Benefits

• Remote-first work with technical support and coworking compensation.
• Annual benefits budget for sports, medical care, mental health, home office, and language learning.
• Paid maternity/paternity leave, monthly childcare allowance, 20+ vacation days, unlimited sick leave, and emergency time off.
• Internal courses, growth programs, and online, offline, and offsite team events.
• Culture focused on trust, ownership, initiative, curiosity, open feedback, experimentation, resilience, and continuous growth.