Technical Support Manager (Gaming)

TL;DR

Technical Support Manager (Gaming): Leading and mentoring a Technical Support Engineering team responsible for providing high-quality 3rd line support for a Gaming Platform with an accent on operational excellence, complex issue resolution, and continuous improvement. Focus on troubleshooting .NET, microservices, and distributed systems, leveraging observability tools, and supporting incident management processes.

Location: Malaga, Spain (Hybrid work policy with up to 10 days per year working remotely from abroad)

Company

hirify.global is an online gaming company focused on providing a leading user experience across its many brands and markets within the online casino industry.

What you will do

• Lead, coach, and mentor a team of Technical Support Engineers.
• Oversee delivery of high-quality 3rd-line support for the Gaming Platform.
• Serve as an escalation point for critical technical issues.
• Drive long-term fixes for recurring issues and promote automation.
• Collaborate with Product, Engineering, QA, DevOps, and Customer Support teams.
• Maintain understanding of Gaming platform architecture and participate in stability and performance assessments.

Requirements

• Experience in technical support, software engineering, or 3rd-line support.
• Leadership experience managing or mentoring engineers.
• Strong troubleshooting skills with .NET, microservices, and distributed systems.
• Proven ability to investigate complex production issues by leveraging observability tooling (Grafana, Prometheus, metrics, logs, traces).
• Knowledge of AWS, Kubernetes, and Kafka/RabbitMQ.
• English: B2 required.

Culture & Benefits

• 25 working days of paid vacation.
• Private health and life insurance.
• Flexible compensation package for transport, meals, and more.
• Hybrid work policy for the best of office and home, with up to 10 days per year working remotely from abroad.
• €300 yearly wellness allowance.
• Access to a multi-cultural Betsson community with team-building events, Friday bars, and social clubs.