Level 2 Technical Support Specialist

About Us

We are a software company developing a variety of products in the online iGaming and land-based casino industry — slot games, live casino games, land-based terminals, bonusing systems, and more. Our products are enjoyed by players worldwide.

Based in Sofia, our team is growing rapidly! As a B2B SaaS provider, we are a unique mix of developers, artists, QA engineers, product managers, and administrators — all dedicated to creating engaging games and effective tools for our partners.

• If you enjoy diving deep into interesting problems…
• If you like having a real impact on actual products…
• If you embrace innovation — we’re a great fit for you.
• And if you know your stuff and are ambitious — you’re a great fit for us.

About the Role

As a Level 2 Support Engineer, you will provide technical support via phone and email to corporate customers, ensuring timely ticket resolution and high customer satisfaction.

You will be supported by our Quality Assurance team, Subject Matter Experts, and Training & Development department. A comprehensive onboarding and training program will help you deliver excellent service and grow your technical expertise.

Responsibilities

• Act as the primary technical contact and deliver advanced troubleshooting and problem-solving solutions for corporate customers, including escalated cases.
• Collaborate on cross-team and cross-product technical issues by working with colleagues from other departments to resolve complex problems.
• Work closely with subject matter experts and escalation managers when additional support is required.
• Manage critical issues by setting clear customer expectations, devising and implementing action plans, and communicating professionally with all involved stakeholders.

Requirements

• Ability to work both independently and as part of a team, engaging experts when needed
• Excellent research, problem-solving, and analytical skills
• Strong customer service and communication abilities
• Passion for technology and continuous learning
• Prior experience in a support or service environment (Level 2 preferred)

What We Offer

• Full-time employment contract
• Choose your preferred work hours: 09:00–18:00 or 10:00–19:00
• Additional health insurance after 3 months
• Extra annual leave: 22 days + 1 additional day for each year at the company
• Complimentary beverages and fruits in the office
• Relax zone with PlayStation, table tennis, and more
• Regular team gatherings and events
• Free MultiSport card
• Premium discount card valid in over 90 stores and restaurants
• Office with convenient metro access
• Supportive and close-knit team with agile, casual culture
• Transparent work environment where employee input is valued
• Opportunity to work in a dynamic, evolving, and profitable industry

If you are interested, please send us your CV in English.
All applications will be treated strictly confidential. Only short-listed candidates will be contacted.

Thank you for applying!