Tier 2 Technical Support

Broadway Gaming is a dynamic and expanding online gaming company operating mainly in the UK gaming market. We offer Bingo, Casino and Slot products across multiple brands. We have office locations in Dublin, London, Tel Aviv, Romania and India.

With a wide variety of backgrounds comes a wealth of experience, ideas and personalities and we use these to help us create a great service and a great place to work and learn. Because collaboration is fun and benefits us all and ultimately it benefits our customers!

The Tier 2 Technical Support will be a key player in our team, providing in-depth technical and product support on our real-money bingo platform. You will be responsible for addressing escalated issues from Customer support, B2B partners and internal customers, working closely with internal teams to investigate and resolve problems and enhance our offerings.

This role requires a blend of deep product knowledge, technical troubleshooting skills, and excellent customer service abilities.

Responsibilities

Technical and Product Support:

• Serve as the primary contact for escalated technical and product issues from 1st level support (CS), B2B partners, and internal stake holders (Delivery group, marketing etc.).
• Investigate and provide detailed troubleshooting and issue resolution for complex problems, including gameplay issues, user experience bugs, and integration errors.
• Collaborate with Product, Development, and QA teams to diagnose issues, escalate bugs, and track resolution progress.
• Monitoring and Analysis Monitor the performance of our platform using analytics and monitoring tools (e.g., Kibana, Grafana).
• Track, document, and update support tickets using our ticketing system (e.g., Jira, Zendesk), ensuring issues are resolved within SLAs.
• Documentation and Knowledge Sharing -Develop and maintain internal knowledge base articles for troubleshooting , FAQs, and support documentation to help streamline issue resolution.
• Contribute to user guides and product documentation for partners, ensuring they are clear, accurate, and up-to-date.
• Continuous Improvement - Provide feedback to the Product and Development teams on recurring issues, user feedback, and potential enhancements.

Requirements

Experience:

• 1+ years of experience in a Tier 2 role / 2+ years in Product Support, Technical Support, or Customer Support role, preferably within the online gaming or SaaS industry.
• Experience with real-money gaming platforms (e.g., bingo, casino, or sportsbook) - Advantage
• Experience working with B2B clients and/or providing support in a B2C environment.
• Technical Skills:
• Strong understanding of web technologies, including APIs, HTML, and JavaScript.
• Proficiency in using SQL for querying databases and analyzing data.
• Familiarity with monitoring and log analysis tools (e.g., Kibana, Grafana,Dartadog) - Advantage.
• Basic understanding of cloud environments (AWS, Azure) and networking concepts - Advantage.

Soft Skills:

• Excellent problem-solving skills with a strong analytical mindset.
• Strong communication skills, with the ability to explain technical concepts to both technical and non-technical stakeholders.
• Team Player, with a high level of empathy and customer focus, with a passion for delivering outstanding service.
• Ability to work in a fast-paced environment and handle multiple priorities effectively.

Additional Requirements:

• Fluency in English.
• Availability for on-call rotation or shift work as needed.
• Experience using support ticketing systems (e.g., Jira, Zendesk) and CRM tools.