Serve as a primary technical point of contact for casino operators and integration partners
Diagnose and resolve technical issues related to game behaviour, platform integrations, wallet connectivity, and configuration
Escalate complex or unresolved issues to the appropriate engineering teams
Investigate technical problems systematically, using log analysis, remote diagnostic tools, and internal environment access
Collaborate with backend engineers, QA analysts, and the wider production team
Create and maintain clear, accurate documentation of technical issues, resolutions, and support interactions
Maintain a strong, up-to-date understanding of Immense Studio's game platform, integration protocols, and product features
Participate in quality assurance of support interactions

Bachelor's degree in Computer Science, Information Technology, or a related field; or equivalent professional experience in a technical support role.
Strong analytical and problem-solving skills
Solid understanding of networking fundamentals and web-based application architecture.
Excellent written and verbal communication skills in English
Experience using ticketing and incident management systems (e.g. JIRA, Zendesk, or equivalent).
Proficiency with remote support and diagnostic tools
Proven experience in a Technical Support Engineer or Application Support role

Technical Support Engineer

Key skills