Playson is a leading online gaming supplier, founded in 2012, which has developed worldwide recognition in the industry. We offer complete gaming solutions based on the latest technologies and detailed market analysis for the leading iGaming operators. Due to the dynamic growth, we are excited to invite a Technical Support Specialist with a relevant background to apply for the role. Technical Support Specialists at Playson is responsible for a full customer support service of our current partners' integrations. To succeed in the advertised role, you have: - Location Brazil - Hands-on software development experience with Java, C#, Node.js, or TypeScript - Familiarity with monitoring tools (e.g., Elastic, Dynatrace, Grafana) - A proactive, client-focused attitude and strong work ethic - Strong problem-solving and troubleshooting skills - Effective communication skills, both written and verbal - At least Upper-Intermediate English (written and spoken) - Eagerness to learn quickly and grow technically - Working knowledge of XML and JSON - Basic experience with Git and version control workflows - Understanding of API protocols (e.g., REST) - Awareness of the software development lifecycle (SDLC) Would be beneficial to know: - Familiarity with the iGaming industry - Experience with cloud infrastructure (AWS, Azure, or GCP) and Kubernetes - Experience using Jira and the Atlassian stack - Basic understanding of QA processes and test environments - Previous experience in a technical support, DevOps, or site reliability role - Practical experience with monitoring systems - Exposure to Agile frameworks (Scrum or Kanban) and basic project management skills The importance of the role is in: - Understand and analyse issues, and be able to find appropriate solutions - Integration protocol testing - Second-level customer support - Delivering excellent customer service with 5 shifts a week What you get in return: - Competitive Salary: We offer a competitive salary in EUR, subject to annual performance reviews - Quarterly Bonuses: Benefit from a transparent and systematic quarterly bonus system - Flexible Schedule: We offer a flexible work schedule to accommodate your needs - Remote Work Option: Choose to work remotely, providing greater flexibility and comfort - Medical Insurance: Receive comprehensive medical insurance for both you and a significant other - Financial Support for Life Events: We provide financial support during special life events - Unlimited Paid Vacation: Enjoy unlimited paid vacation leave - Unlimited Paid Sick Leave: Take unlimited paid sick leave whenever necessary - Professional Development: Get reimbursement for professional courses for your development The recruitment process looks like this: 1. HR interview (45 min) 2. Technical interview (60 min) 3. Final Interview (60 min) If the job description rings a bell - take action and apply! Looking forward to welcoming you to the iGaming world! Ambitious goals require a quick ability to manoeuvre through changes in the world. Playson is all about that. 🚀 Join us today!

• Provide first-level technical support for Netrix customers by responding to incoming calls, emails, and system-generated alerts. • Accurately document incidents and service requests in the ITSM tool, including troubleshooting steps performed and their outcomes. • Monitor critical infrastructure alerts through remote monitoring systems and escalate issues appropriately when higher-level support is needed. • Maintain accurate documentation within the ITSM system and leverage the Knowledge Base for incident resolution. • Deliver exceptional customer service by keeping customers informed of incident progress, planned changes, or outages. • Ensure tickets are routed to the right resource and resolved quickly and efficiently, meeting SLA requirements. • Follow customer-specific processes and Standard Operating Procedures (SOPs). • Complete end-of-shift checklists and turnover reports. • Participate in continuous improvement initiatives for the Service Desk and contribute to Knowledge Base documentation. • Acquire and maintain knowledge of ITIL best practices for incident management. • Contribute to team projects that improve efficiency and quality of support delivery. • Accept and apply feedback from management and quality assurance programs. • Keep customers and internal teams informed about issue trends, critical incidents, and escalations. • Collaborate closely with Netrix engineers and other technical teams to resolve complex issues. • Build effective relationships with customers, educating them on system operations and applications as needed. • Be available for overtime when needed to cover open shifts, absences, or time off. • Use personal mobile devices for multi-factor authentication (MFA) when accessing Netrix systems.

• Respond to customer inquiries via phone, email, and chat in a professional and efficient manner; • Troubleshoot technical issues and provide step-by-step guidance to customers; • Collaborate with other departments to resolve customer inquiries; • Escalate complex issues to the appropriate team for resolution; • Document customer interactions; • Apply the latest and greatest customer happiness practices; • Maintain deep understanding of client solutions and meet KPI; • Communicate with developers and cross-functional specialists;

• Set up and configure our complex B2B product with advanced functional logic (similar to Odoo, SAP, Microsoft Dynamics, etc.); • Conduct demo calls to understand client business needs and deliver compelling product presentations; • Develop and lead client training sessions to ensure strong adoption and effective product usage; • Troubleshoot technical issues, including API requests, data flows, and integrations; • Act as a trusted advisor by proactively managing the client journey and ensuring long-term success; • Manage a portfolio of accounts, focusing on retention and identifying growth opportunities; • Collaborate with product and engineering teams to resolve complex technical challenges; • Build strong, long-lasting relationships with customers through clear and proactive communication.