Role Overview
As a Technical Support Specialist, you will play a critical role in ensuring the stability, performance, and operational excellence of the Supernova Sportsbook platform. You will act as a technical bridge between clients, operations, and engineering teams, handling incidents, troubleshooting platform issues, and supporting integrations across multiple environments.
Key Responsibilities
- Provide Tier 1 and Tier 2 technical support for the Supernova sportsbook platform
- Investigate and resolve incidents related to betting, feeds, markets, settlements, and platform availability
- Analyze logs, APIs, database entries, and monitoring dashboards to identify root causes
- Support sportsbook integrations (API-based, embedded, full turnkey)
- Coordinate with Backend, Frontend, QA, DevOps, and Product teams during incidents
- Monitor system health (feeds, odds, markets, betslip, settlement flows)
- Handle partner and operator communication during outages or degraded performance
- Maintain internal documentation, runbooks, and incident reports
- Assist with release validation, post-release monitoring, and hotfix verification
- Ensure SLA adherence and proper escalation procedures
- Ensure system performance, stability, and security
Required Skills & Experience
- 2–4 years of experience in Technical Support / Application Support / Operations
- Strong understanding of web applications and client-server architecture
- Experience working with APIs (REST, JSON), HTTP status codes, and authentication
- Ability to read and understand logs and basic SQL queries
- Familiarity with incident management and escalation workflows
- Strong analytical and troubleshooting skills
- Excellent written and verbal communication in English
Nice to Have
- Experience in iGaming or sportsbook platforms
- Understanding of odds feeds, risk management, or bet lifecycle
- Experience with monitoring tools (Grafana, Prometheus, ELK)
- Basic knowledge of Linux environments
- Previous exposure to shift-based or on-call support
What Success Looks Like
- Fast and accurate issue resolution
- Clear and professional communication with clients and internal teams
- Proactive identification of recurring problems
- Strong collaboration with engineering and product stakeholders