Level 1 Technical Support Engineer

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

We are looking for an engaged and motivated Level 1 Technical Support Engineer to join our growing team.

Customer success is our success — and as a Level 1 Engineer, you will be the first point of contact for our clients when they have questions or encounter issues using our systems. Support is provided via phone, email, chat, web, onsite visits, or other channels, in a timely, polite, and professional manner.

All support activities and communication are thoroughly documented in our case management system.

Responsibilities

• Take ownership of customer inquiries and reported issues, ensuring timely and effective resolution
• Research, diagnose, troubleshoot, and identify solutions to resolve customer problems
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Provide prompt and accurate feedback to customers
• Ensure all customer interactions are properly documented and cases are closed appropriately
• Contribute to internal knowledge base by documenting tech notes and support articles
• Meet defined Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)
• Maintain coverage through phone, chat, email, and onsite support during working hours
• Perform any other tasks assigned by management relevant to the role
• Comply with company policies and code of conduct

Requirements

• Fluency in English (written and spoken); bilingual proficiency is a strong advantage
• Good understanding of Information Systems and Mechanical Systems at corporate level
• Minimum 1 year of experience in a Helpdesk or Technical Support role
• Excellent communication skills and professional writing style in English
• Strong problem-solving and customer service skills
• Availability to work outside regular business hours if required
• Excellent team player with a proactive and self-managed approach
• Mature and professional demeanor

Nice to Have:

• Understanding of the Procure-to-Pay (P2P) process
• Experience with hardware troubleshooting or ticketing systems (e.g., Jira, Zendesk)
• Familiarity with the casino sector, hardware equipment, or supply chain workflows

We Offer

• Full-time employment contract
• Flexible working hours (e.g., 09:00–18:00 or 10:00–19:00)
• Additional health insurance after 3 months
• 22 days annual paid leave + 1 extra day for each year at the company
• Complimentary beverages and fruit in the office
• Relax zone with PlayStation, table tennis, and more
• Regular team-building events and activities
• Free MultiSport card
• Premium discount card valid in over 90 stores and restaurants
• Modern office with convenient metro access
• A friendly and supportive team environment
• Transparent and collaborative company culture
• Opportunity to work in a dynamic and evolving 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!