Support and Monitoring Agent

We are looking for a reliable and detail-oriented Support and Monitoring Agent to join our 24/7 operations team. This role is critical to ensuring the continuous availability, performance, and integrity of our B2B online casino platform.

As a first-line point of contact, you will monitor systems, respond to alerts, and support business partners by identifying and escalating incidents in real time. You will play a key role in maintaining service stability and ensuring a seamless experience for our clients around the clock.

Requirements

• Previous experience in a 24/7 operational, technical support, NOC, SOC, or monitoring role

• Strong problem-solving and analytical skills

• Ability to stay calm and effective under pressure

• Excellent written communication skills in English

• Comfortable working with monitoring tools, dashboards, and ticketing systems

• High attention to detail and strong sense of responsibility

• Willingness to work rotating shifts, including nights, weekends, and holidays

What are you working on?

• The name of the project(s): Game Provider
• At what stage of the project(s)? In live
• Genres: Casino
• Platforms: Browser

Team size and structure?

6

For which tasks (responsibilities)?

• Monitor platform performance, integrations, and services 24/7

• React promptly to system alerts, incidents, and anomalies

• Provide first-line support to B2B partners and internal stakeholders

• Log, track, and manage incidents via ticketing systems

• Perform initial troubleshooting and escalate issues to relevant technical teams

• Follow incident response procedures and operational playbooks

• Communicate clearly during incidents and provide timely updates

• Assist with routine operational checks and reports

• Ensure compliance with internal processes and SLAs

What kind of professional are we looking for?

• Experience in the online casino, iGaming, or fintech industry

• Familiarity with APIs, integrations, or platform monitoring

• Knowledge of ITIL, incident management, or operational best practices

• Experience working in a B2B support environment

• Additional languages beyond English

• Basic technical understanding of servers, networks, or databases

What is important for us in a person?

*

Why do we enjoy working here?

• 24/7 shift-based role with rotating schedules

• Includes night shifts, weekends, and public holidays

• Fully operational and time-sensitive environment

• Fast-paced role requiring constant attention and availability

• Remote or office-based depending on company setup

• Collaborative work with global teams across different time zones

What are the conditions and bonuses?

Compensation & Benefits

 • Competitive salary

 • Full-time permanent contract

 • 20 vacation days + paid sick leave

 • Extra days off for birthdays and family events

 • Learning & development budget

 • Real hands-on experience with high-load, real-time systems

 • Strong growth potential within iGaming and platform operations