Technical Support Specialist

This is a fully remote position, open to applicants in Estonia.

📋 Description

• Deliver 24/7 technical escalation support for incidents initiated by customers, service requests, and system monitoring alerts.

• Assess, classify, and prioritize incidents and requests to ensure timely resolution.

• Diagnose technical issues, identify potential bugs, and escalate complex cases to the Product, Development, or Marketing teams.

• Offer technical insights and guidance regarding product functionality, features, and best practices.

• Work collaboratively across departments to enhance incident response processes and improve customer satisfaction.

• Keep precise documentation of incidents, resolutions, and escalation pathways within support systems.

• Oversee system performance and pinpoint areas for optimization or risk reduction.

⛳️ Requirements

• Outstanding problem-solving and troubleshooting skills with a systematic approach.

• Strong multitasking abilities and meticulous attention to detail in high-pressure environments.

• Excellent communication skills; capable of conveying complex technical ideas to non-technical audiences.

• Previous experience in the gambling sector is highly preferred.

• Basic programming knowledge and coding experience are advantageous.

• Familiarity with API alerting and monitoring tools for tracking purposes.

• Willingness to work day, evening, and night shifts, along with weekends as necessary.

• Ability to work effectively with cross-functional teams and escalate issues when needed.

• Proactive, solution-focused mindset with a readiness to take ownership of challenges.

• An inquisitive nature and a strong desire to learn about new technologies and products.

• Ability to adapt in a fast-paced, dynamic work environment.

• Patience and empathy while interacting with customers or team members.

• Keen attention to detail and a commitment to quality standards.

• Strong collaborative spirit and teamwork skills.

• Initiative to propose process enhancements and contribute innovative ideas.

• Reliability and consistency in managing critical incidents.

• Proficiency in Russian at a C1 level.

🏝️ Benefits

• Remote work (work from anywhere).

• Competitive salary.

• 28 days of leave per year.

• Seniority leave.

• Friendly work environment and supportive team members.

• Genuine career opportunities and professional development.

• A fantastic team spread across the globe.