Customer Technical Support (iGaming)

TL;DR

Customer Technical Support (iGaming): Diagnosing and troubleshooting software/hardware problems and proactively monitoring infrastructure with an accent on providing timely and effective solutions and maintaining customer satisfaction. Focus on utilizing cloud and monitoring tools, handling escalations, and leading team initiatives.

Location: Fully remote. This opportunity is open to you if you can legally work remotely from the Philippines.

Company

hirify.global is a leading international gaming entertainment supplier to casinos in regulated markets worldwide.

What you will do

• Diagnose and troubleshoot software and hardware problems, providing timely and effective solutions.
• Proactively monitor the infrastructure to identify and address potential issues before they impact customers.
• Utilize remote desktop connections to deliver immediate troubleshooting and resolution of network issues.
• Address straightforward customer queries using ticketing systems and chat applications.
• Lead and mentor other Customer Technical Support team members.
• Lead initiatives for team improvement and provide help to management, including hiring and training.

Requirements

• Technical Troubleshooting & Root Cause Analysis – Ability to diagnose and resolve software, hardware, network, and system issues efficiently.
• AWS & Cloud Infrastructure Knowledge – Strong understanding of cloud environments and core infrastructure concepts.
• Monitoring & Observability Tools (OpenSearch & Grafana) – Experience analyzing logs, metrics, dashboards, and alerts.
• Network & Connectivity Troubleshooting – Proficiency in resolving reachability, DNS, latency, firewall, and access-related issues.
• Ticketing System & Case Management Expertise – Skilled in using ticketing tools to manage cases, prioritize workloads, and handle escalations.
• Leadership, Mentoring & Escalation Handling – Proven ability to mentor team members, lead initiatives, support management, and handle customer escalations.

Nice to have

• Network Operations Center (NOC) Experience – Experience in setting up, operating, or supporting a Network Operations Center.
• Incident & Problem Management – Proven experience handling incidents and problems, including triage, escalation, and root cause analysis.
• Customer-Facing Technical Support – Experience effectively communicating technical issues and solutions to non-technical stakeholders.
• iGaming experience is a plus.

Culture & Benefits

• Flexible freedom to shape your own days.
• Commitment to helping you find a work-life balance.
• Generous package of benefits, activities, and initiatives.
• Work in an international leader in gaming entertainment.