Level 2 Support Specialist

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 the 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

If you are interested in this position, please contact me recruiter contact