Remote - Technical Support Specialist

Welcome to Torrero - all-in-one source for cutting-edge white label casino, sportsbook solutions and B2B aggregation. Built on a foundation of trust and compliance, we proudly offer an extensive library of 8,000+ games sourced from diverse providers, positioning Torrero as the preferred partner for transforming the iGaming enterprise. With huge number of sports events and easy payment options, we cater to diverse interests. Available in 35+ languages, we make gaming accessible worldwide.

About the project

We are looking for a technical support specialist who will join our team in Tallinn. Your main role will be to help our customer support team to deal with the complicated technical issues of our clients. We offer a unique chance to grow in an international team and enjoy the benefits of working in a global company.

If you like a fast paced, dynamic and start-up work culture with full of passionate and enthusiastic mindsets, you’re most welcome to explore the opportunity. This is a chance to take part in an exciting journey as the company grows and expands its business at a rapid pace.

Your key responsibilities include:

• Provide 24/7 technical escalation coverage to support customer-initiated incidents, service requests, and system monitoring alerts.
• Triage, categorize, and prioritize incidents and requests to ensure timely and efficient resolution.
• Troubleshoot technical issues, identify potential bugs, and escalate complex cases to Product, Development, or Marketing teams as appropriate.
• Deliver clear technical information and guidance on product functionality, features, and best practices.
• Collaborate cross-functionally to improve incident response processes and enhance overall customer experience.
• Maintain accurate documentation of incidents, resolutions, and escalation paths in support systems.
• Proactively monitor system performance and highlight areas for optimization or risk mitigation.

Your expertise to meet the requirement:

• Excellent problem-solving and troubleshooting abilities with a methodical approach.
• Strong multitasking skills while maintaining attention to detail in high-pressure situations.
• Exceptional communication skills, able to explain complex technical concepts to non-technical audiences.
• Experience in the gambling  industry is highly desirable.
• Basic programming knowledge and coding experience is a plus.
• Familiarity with API alerting and monitoring tools tracking.
• Flexibility to work day, evening, night shifts, and weekends as required.
• Ability to collaborate effectively with cross-functional teams and escalate issues appropriately.

We appreciate:

• A proactive, solution-oriented mindset and willingness to take ownership of issues.
• Curiosity and eagerness to learn about new technologies and products.
• Adaptability in a fast-paced, dynamic work environment.
• Patience and empathy when interacting with customers or team members.
• Attention to detail and commitment to quality in every task.
• Strong teamwork and collaborative spirit.
• Initiative to suggest process improvements and contribute ideas.
• Reliability and consistency, especially when handling critical incidents.
• C1 level of Russian language

We offer:

• Remote work (work from anywhere)
• Competitive salary 
• 28 days off per year 
• Seniority leave
• Amicable work environment and supportive team members
• Full-time remote opportunity
• Real career opportunities and professional growth
  
• The great team across the world

Hiring Stages:

• Online Assessment
• Introductory Call
  
• Hiring Manager Round
• Reference check
• Offer letter