Technical Support Engineer

The Technical Support Engineer is the frontline technical point of contact for casino operators, integration partners, and internal teams, ensuring that issues affecting Immense Studio's game platform are identified, diagnosed, and resolved promptly. This role combines strong technical troubleshooting ability with a customer-focused mindset. It delivers clear, effective support that protects partner relationships and maintains the high service standards expected in a regulated iGaming environment.

• Serve as a primary technical point of contact for casino operators and integration partners, responding promptly and professionally to support requests across email, ticketing systems, and other channels.
• Diagnose and resolve technical issues related to game behaviour, platform integrations, wallet connectivity, and configuration - providing clear, accurate solutions within agreed response timeframes.
• Escalate complex or unresolved issues to the appropriate engineering teams, providing thorough documentation of findings to support efficient handover and resolution.
• Investigate technical problems systematically, using log analysis, remote diagnostic tools, and internal environment access to identify root causes accurately.
• Collaborate with backend engineers, QA analysts, and the wider production team to address recurring issues and contribute to lasting fixes rather than short-term workarounds.
• Identify patterns in reported issues and proactively raise these with the engineering team to drive preventative improvements to platform stability.
• Create and maintain clear, accurate documentation of technical issues, resolutions, and support interactions - ensuring a reliable knowledge base for both internal teams and partners.
• Develop and update internal runbooks, troubleshooting guides, and knowledge base articles to improve the team's ability to resolve common issues efficiently.
• Log all support activity accurately within the ticketing system, maintaining up-to-date records that support reporting and trend analysis.
• Maintain a strong, up-to-date understanding of Immense Studio's game platform, integration protocols, and product features, enabling effective and confident support.
• Gather and relay partner feedback to product and engineering teams, contributing to a continuous loop of improvement in both platform quality and support processes.
• Participate in quality assurance of support interactions, contributing to a consistently high standard of service across the team.

• Bachelor's degree in Computer Science, Information Technology, or a related field; or equivalent professional experience in a technical support role (required).
• Strong analytical and problem-solving skills, with the ability to troubleshoot complex technical issues calmly and systematically under pressure (required).
• Solid understanding of networking fundamentals and web-based application architecture (required).
• Excellent written and verbal communication skills in English, with the ability to convey technical information clearly to both technical and non-technical audiences (required).
• Structured, detail-oriented, and resilient - able to manage competing priorities without compromising quality (required).
• Experience using ticketing and incident management systems (e.g. JIRA, Zendesk, or equivalent) (required).
• Proficiency with remote support and diagnostic tools, and comfort working across multiple operating systems and software environments (required).
• Proven experience in a Technical Support Engineer or Application Support role, ideally within a software, platform, or iGaming environment (required).
• Experience providing technical support within an iGaming or online casino platform environment, with familiarity of game integration protocols or casino wallet systems (nice-to-have).
• Industry certifications in technical support or systems administration (e.g. CompTIA A+, ITIL Foundation) (nice-to-have).
• Experience with CRM tools and customer feedback analysis (nice-to-have).
• Knowledge of scripting or automation (Python, PowerShell, or equivalent) to support diagnostic and process improvement tasks (nice-to-have).

Videoslots is an online casino operator founded in 2011 and now part of the Immense Group. It offers one of the industry's largest game libraries, with more than 13,000 casino games. The company operates in regulated markets and is known for its broad games portfolio and player tools. Videoslots is headquartered in Pieta, Malta.

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