Company: Selesa
Who we are looking for:
We are looking for a Level 2 Support Specialist to act as the technical bridge between customer-facing Level 1 agents and Level 3 team, responsible for investigating and resolving complex issues in integrations with partners, payments, bonus malfunctions, and other platform issues.
Responsibilities
•Resolve complex technical incidents related to games, transactions processing, API requests
•Perform root cause analysis, prepare incident reports, escalate to L3 or dev team
•Manage second line investigation of issues and testing of newly released games
•Perform detailed testing of the integrations with providers and operators
•Analyze logs and metrics to identify failures or anomalies
•Gather client requirements to coordinate with team
•Provide help to customer inquiries
•Coordinate the communication flow between L1 and L3 teams for escalated issues
•Handle client escalations by updating status flags, escalating to L3
•Identify and troubleshoot different types of APIs and customer integrations issues
•Maintain internal documentation
Requirements
•Excellent communication skills
•Good knowledge of ticketing systems
•General understanding of client-server architecture
•iGaming-specific knowledge would be a plus
•2+ years of experience in Customer or Technical Support
•Strong analytical and troubleshooting mindset
•Expertise with documenting processes and knowledge
•Proficiency in English
•Strong attention to detail and teamwork skills
•Ability to meet deadlines in a fast-paced environment
What we offer
•Fully remote position with a flexible schedule
•Long-term opportunity with potential for financial and career advancement
•Supportive and positive work culture, collaborating with like-minded teammates
