Middle L1 Technical Support Specialist (iGaming)

Location: Europe; remote. 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.

What you will do

• Independently validate, investigate, replicate, and resolve complex B2B tickets using server logs, monitoring tools, administrative tools, and Browser DevTools.
• Investigate root causes across APIs, client-server interactions, and integration layers, and review technical fixes from L2/L3 teams before closing tickets.
• 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 escalation of fully documented edge cases 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

• At least 1 year 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 organizing response calls, tracking timelines, and writing client updates.
• Availability for full-time work on a 24/7 rotating shift schedule, including nights, weekends, and holidays.
• Upper-Intermediate English level required.

Nice to have

• Direct experience in iGaming, fintech, or payment processing ecosystems.
• Basic understanding of API structures and HTTP request/response payloads.
• Experience with 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 and paternity leave, monthly childcare allowance, 20+ vacation days, unlimited sick leave, and emergency time off.
• Online, offline, and offsite team events, internal courses, and growth programs.
• Culture centered on trust, ownership, growth, experimentation, open feedback, resilience, and fast execution.