Customer Support Agent

TG Lab is a technology company powering some of the biggest winners in sports betting and online casino products. We provide player account management and engagement technology to industry leaders such as Stake.com, Belgium National Lottery, Betsson Group, and many others. Our innovative yet practical solutions fuel world-class real-money wagering technology that supports over 1 million players. Our iGaming software is designed for distribution to casino and sportsbook operators across the EU, USA, and Asia. We are looking for a Customer Support Agent (Technical Operations) to join our 24/7 Customer Success team in Brazil, working night shifts remotely. The team is the first technical point of contact for our B2B partners and plays a central role in platform stability, partner communication and incident handling. It handles partner requests, investigates platform issues and coordinates incident response with our engineering teams. This is an operational, technical role. It is not a sales or account management position, and it does not involve software development. What you will do: You will be the first technical point of contact for our B2B partners – casino and sportsbook operators – and will handle incoming service desk requests from initial response to confirmed resolution. These include platform issues, configuration requests and partner enquiries. You will investigate reported issues using player account data, transaction history, logs, monitoring dashboards and back office configuration. You will determine whether a case can be resolved within the team or requires escalation. Where development work is needed, you will raise well-documented issues with the relevant engineering team, track them through release and confirm the outcome with the partner. During incidents you will provide timely, accurate updates to partners and coordinate with internal teams until service is restored. You will keep response and resolution times within the agreed SLAs, and you will make sure every open case is handed over clearly at the end of each shift.

Requirements:
• Strong written and spoken English, with the ability to explain a technical issue clearly to both partners and developers.
• A logical approach to problem-solving – you look beyond the first obvious answer and connect information from logs, transactions, timelines and previous cases.
• Technical curiosity and comfort working with system data, even without a development background.
• Ownership – you take responsibility for a case and follow it through to resolution.
• Ability to stay calm and organized when several urgent issues come in at once.
• Early-career to mid-level experience and motivation to grow in technical operations. Things we consider an advantage:
• Experience in technical support, application support, QA, NOC or service desk roles.
• Experience with Jira, Confluence and Slack.
• A basic understanding of APIs, integrations and request/response flows.
• Exposure to iGaming, payments, fintech or other SaaS platforms. Schedule: 12-hour night shifts, including a one-hour break, from 00:00 to 12:00 Brasília time during the European summer period (late March to late October) and from 01:00 to 13:00 during the European winter period. The shifts follow a two-week rotating schedule. Week one: Monday, Tuesday, Friday, Saturday and Sunday. Week two: Wednesday and Thursday. The schedule includes weekends and public holidays. Working with us implies:
• Memorable company parties and social activities like team buildings and monthly birthday celebrations.
• Working in a company with a global culture, experience, and reach.
• Working on-site in our modern, bright, and comfortable office space located in downtown Foz do Iguaçu, with a great working atmosphere, a collaborative team of amazing people, and open-minded managers.
• Opportunities to build valuable skills, work with unique and interesting projects for the sports industry, express and implement your ideas and grow your career. The monthly compensation range will depend on the selected candidate's experience and skills. We will contact only shortlisted candidates.