L1 Technical Support Specialist (Igaming)

TL;DR

L1 Technical Support Specialist (Igaming): Providing first-line technical support, handling customer requests and assisting with platform-related operational issues with an accent on initial issue analysis. Focus on collaborating with cross-functional teams and maintaining accurate documentation for efficient resolution of technical cases.

Location: Georgia, Poland, Serbia

Company

hirify.global has created a secure iGaming platform that ensures the highest-quality service to clients worldwide.

What you will do

• Process, classify, and perform initial analysis of incoming requests in Jira Service Desk.
• Provide first-line operational support for project systems and configurations.
• Use GitLab to review and make basic updates to configuration files, ensuring accuracy of changes.
• Collaborate with cross-functional teams (Product, Development, QA, Risk) to resolve incidents.
• Maintain accurate ticket updates and documentation.
• Prioritize tasks in accordance with requirements and business risk level.

Requirements

• Higher or incomplete higher education, preference for graduates of technical universities.
• Experience with monitoring and logging tools such as Datadog, Grafana, Sentry, and ELK (primarily Kibana).
• Basic knowledge of markup web languages (HTML, CSS).
• Working proficiency in the English language.
• Working proficiency in the Russian language.

Nice to have

• Familiarity with GitLab (or alternatives) CI/CD pipelines.
• Familiarity with Application Programming Interfaces (APIs).

Culture & Benefits

• Private insurance (depending on contract type).
• Paid gym membership.
• Comprehensive Mental Health Program.
• Free English lessons (online).
• Local language courses.
• Upskilling, internal workshops, and participation in professional conferences and corporate events.