Service Support Specialist (QA)

TL;DR

Service Support Specialist (QA): Managing table uptime and resolving technical incidents for a live casino platform with an accent on real-time monitoring, incident escalation, and ensuring game integrity. Focus on diagnosing hardware and software issues, coordinating major incident responses, and maintaining high service standards across gaming operations.

Location: Must be based in Grand Rapids, MI, USA

Salary: $21/hour

Company

hirify.global is a world-leading B2B provider of online casino entertainment, powering interactive live tables and slots for thousands of players globally.

What you will do

• Ensure all gaming tables remain operational and resolve technical interruptions.
• Monitor critical application functions and infrastructure components using specialized tools.
• Identify and resolve real-time incidents related to hardware, software, and network connectivity.
• Manage major incidents by diagnosing issues, coordinating support activities, and providing timely updates.
• Resolve player disputes related to game integrity and dealer actions.
• Track and log all incidents in Jira and SST systems.

Requirements

• Must be based in or able to work in Grand Rapids, MI, USA.
• Strong written and oral English proficiency.
• Strong computer literacy and analytical problem-solving skills.
• Ability to work effectively in a team and make critical decisions under pressure.
• Strong attention to detail and service-oriented mindset.
• Previous experience in people management or team leadership.

Culture & Benefits

• Competitive hourly rate of $21.
• Comprehensive medical, dental, and vision insurance plans.
• Paid time off and paid holidays.
• Company-paid life and AD&D insurance.
• Access to a nationwide employee discount program.
• Full training provided with clear opportunities for professional growth and role advancement.