We are seeking a Technical Support Engineer with a strong technical foundation and excellent communication skills to support our partners in the dynamic industry. In this vital role, you will resolve diverse technical inquiries, troubleshoot platform and integration challenges, and be instrumental in delivering an exceptional experience for our partners and users. Success requires collaboration with internal teams and external stakeholders, demanding organization, responsibility, and resilience under pressure.
What You’ll Do:
- Serve as the primary technical contact for our platform, addressing inquiries from partners, providers, and internal teams.
- Diagnose and resolve issues related to integrations, game sessions, player data, API responses, and payment flows.
- Collaborate effectively with Product, QA, and Engineering teams to investigate incidents and drive sustainable solutions.
- Communicate clearly and constructively with both technical and non-technical audiences.
- Proactively monitor platform performance, identify irregularities, and implement swift, effective solutions.
- Manage your time efficiently, balancing responsiveness with focused problem-solving.
- Meticulously track requests and tasks to ensure timely resolution and follow-up.
- Develop and maintain support documentation, workflows, and knowledge base articles.
- Identify and propose improvements to processes and tools based on support trends and insights.
- Technical aptitude and a solid grasp of web technologies (APIs, HTTP, browsers, logs, networking).
- Proven experience in a technical support, helpdesk, QA, or technical account management role (SaaS experience is a plus).
- Exceptional communication and interpersonal skills (active listening, clear articulation, constructive feedback).
- Strong sense of ownership and responsibility, ensuring issues are followed through to resolution.
- Ability to remain calm and effective in fast-paced, high-pressure situations; adaptable and eager to learn.
- Excellent organizational and time-management skills.
- Required Languages: Fluency in Russian and Intermediate to Advanced English.
- Recharge your batteries with 20 paid working vacation days annually to explore, relax, and rejuvenate.
- Kick off your birthday month with a bang! Not only do you get heartfelt birthday wishes from your team, but you also enjoy a fully-paid day off.
- Prioritize your health with compensation for wellness activities.
- Experience an international work environment with a passionate, motivated, and professional team.
- Foster camaraderie and celebrate achievements through engaging in corporate events throughout the year.
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What We Do
Neo Group encompasses a portfolio of companies offering B2B services in marketing, technology, data analysis, customer support, HR, and compliance. Headquartered in Malta, our teams are strategically located across Europe, Southeast Asia, and Africa. Our mission at Neo Group is straightforward: to drive profitability and expansion in every market we enter. Yet, beyond financial goals, we prioritize creating an environment where individuals thrive. We aim to expand our presence globally while empowering our team members to reach their fullest potential.
