Service Delivery Expert

1 day ago

Bratislava, Slovakia beBeeSupport Full time €35,000 - €55,000

Are you ready to take your career to the next level?

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We are seeking a Support Specialist to join our product team.

Detailed Job Description

  • Monitoring and Incident Response:

  • Monitor live dashboards, logs, game graphics, and chat channels to detect performance issues, crashes, anomalies, or suspicious activity.

  • Identify and prioritize incidents that may impact the player experience, ensuring stable game operations.

  • Incident Response & Investigation:

  • Rapidly respond to alerts and technical issues, coordinating with internal teams to minimize downtime or disruptions.

  • Investigate root causes using logs, player activity, and system metrics; escalate or resolve based on findings.

  • Manual Operations & Issue Resolution:

  • Handle manual inputs (e.g., round corrections, jackpot results) using Back Office tools and resolve stuck or failed transactions.

  • Support dispute resolution by analyzing player activity, validating round outcomes, and identifying suspicious behavior.

  • Communication, Escalation & Documentation:

  • Liaise with operators and internal departments (e.g., Development, Fraud, Integration) on technical or gameplay-related issues.

  • Maintain detailed incident reports and handover notes to ensure smooth shift transitions and operational continuity.

Requirements and Qualifications

  • English proficiency: Intermediate or higher level in both written and spoken communication.

  • Strong attention to detail with solid analytical and problem-solving skills to identify and resolve live issues efficiently.

  • BASIC UNDERSTANDING OF GAME MECHANICS OR PREVIOUS EXPERIENCE WORKING IN THE IGAMING OR ONLINE ENTERTAINMENT INDUSTRY.

  • A proactive mindset with a strong sense of ownership and the ability to work both independently and in a team environment.

  • Experience in technical support, preferably in a fast-paced or 24/7 operational environment.

  • Experience using ticketing and collaboration platforms like Jira, Confluence, or similar.

  • Familiarity with monitoring and incident management tools, such as Grafana, Google Cloud, and Back Office systems.

What We Offer

  • Competitive Salary: A fixed salary in EUR with annual performance reviews to recognize your growth.

  • Remote Work Option: Enjoy the flexibility and comfort of working remotely.

  • Comprehensive Benefits: Includes medical insurance, access to a psychologist, and participation in our English-speaking club.

  • Paid Time Off: 20 vacation days + 10 lieu days, plus national holidays.

  • Paid Sick Leave: Up to 10 working days per year.

  • Professional Development Support: We reimburse courses, training, and certifications to help you grow in your career.

  • Self-Development Perks: Reimbursement available for language classes, sports activities, massages, or sessions with a life coach.

Please note that feedback on your application will be provided within two weeks if a positive decision is made regarding your candidacy.

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