Responsibilities:
- Management of first and second line support: workload distribution, SLA control, mentoring.
- Building escalation processes between support, QA, and development.
- Development of a knowledge base (Confluence), regulations, and scripts for support.
- Analysis of support metrics (response/resolution time, CSAT, escalation rate) and working to improve them.
- Onboarding and training of new employees.
- Handling complex cases (game, payment, and bonus scenarios).
- Reproducing scenarios in test environments, analyzing API requests and service logs.
- Checking data in databases (PostgreSQL, MongoDB, Redis): balances, transactions, bonus accruals.
- Determining the root cause (bug, feature, user error, fraud) and making an escalation decision.
- Preparing technical conclusions and transferring reproducible issues to developers.
- Triage of incidents, coordination of support, QA, and development during critical failures.
- Reviewing deposits, withdrawals, refunds, and transaction issues.
- Interaction with the anti-fraud team when investigating suspicious activity.
- Manual testing of web/mobile, participation in regression, integration, and acceptance testing.
- Testing REST API via Postman/Swagger.
- Maintaining test documentation (checklists, test cases), documenting defects in Jira.
Requirements:
- Experience in iGaming / casino / betting is mandatory (game mechanics, bonus systems, payment flows, wagerrs).
- Experience leading a support team (Lead / Team Lead / Supervisor) – from 2 years.
- Solid understanding of client-server architecture and REST API.
- Experience in manual testing of web and mobile applications.
- Experience testing REST API (Postman/Swagger), working with sniffers (Charles, Fiddler).
- Ability to read service logs and reconstruct event sequences.
- Solid SQL skills (SELECT, JOIN, GROUP BY, aggregate functions, subqueries).
- Experience with PostgreSQL, MongoDB, or Redis.
- Command line/terminal skills.
- Experience in building support processes, SLAs, metrics, and knowledge bases.
- Leadership qualities, systemic thinking, ability to make decisions under uncertainty.
Will be a plus:
- Experience with payment systems (PSP), anti-fraud platforms, CRM (Optimove, Fast Track).
- Understanding of bonus engines and wagerr systems.
- Familiarity with Prometheus/Grafana/Kibana for incident analysis.
- Experience in a multilingual and multijurisdictional environment (regulatory requirements).
- Experience in automating routine support tasks.
- English – B2+.
**To apply with a resume: **recruiter contact
