L1 Technical Support Specialist - Senior

L1 Technical Support Specialist - Senior Overview: SOFTSWISS continues to expand the team and is looking for a Technical Support Specialist to join the SOFTSWISS Casino Platform. This role focuses on providing first-line technical support, processing customer requests, and assisting with platform-related operational issues. About Product: SOFTSWISS Casino Platform With our strong technical team, SOFTSWISS has created a secure iGaming platform that ensures the highest-quality service to clients worldwide. Through constant innovation, the iGaming Platform Team strives to maintain its competitive edge with state-of-the-art technology, delivering an unparalleled experience to clients at all times. Learn More Purpose of the role: You will provide first-line technical support by handling customer requests, performing initial issue analysis, and supporting the day-to-day operations of the platform. You will collaborate with related departments to ensure stable system performance and efficient resolution of technical cases. Key responsibilities: Process, classify, and perform initial analysis of incoming requests in Jira Service Desk Providing 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 Required Experience: 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) Our Benefits: Full-time remote work opportunities and flexible working hours Private insurance An additional 1 Day Off per calendar year Sports program compensation Comprehensive Mental Health Programme Free online English lessons with a native speaker Generous referral program Training, internal workshops, and participation in international professional conferences and corporate events. Department Casino Platform Role L1 Technical Support Specialist - Casino Platform Locations Poznan, Poland Remote status Fully Remote Employment type Full-time