Senior Level 1 RNG Customer Support Engineer – Advanced Technical Troubleshooting, Client Success, and Continuous Improvement Specialist

Welcome to brighthush – Where Innovation Meets Exceptional Support

At brighthush, we’re redefining the iGaming landscape by delivering cutting‑edge software solutions that captivate players worldwide. With a global footprint spanning more than 12 dynamic locations and a talented team of over 2,500 professionals, we blend technical mastery, creative vision, and deep industry insight to build platforms that set the standard for player experience. Our partnership with leading brands, including the renowned Pragmatic Play, showcases our commitment to excellence and our ability to scale solutions that delight millions of users every day.

As we continue to grow, we’re looking for a dedicated, technically minded, and customer‑centric individual to join our support family as a Level 1 RNG Customer Support Engineer. This role is the first line of defense for our clients and their end‑users, ensuring that every interaction is handled with speed, precision, and a genuine passion for problem‑solving.

What You’ll Do – Your Day‑to‑Day Impact

In this role, you’ll be the bridge between our clients’ operational needs and the robust technology we deliver. Your responsibilities will include:

• Prompt, Professional Response: Handle incoming support tickets and live chat inquiries with a focus on timely resolution and exceptional customer service.
• Technical Troubleshooting: Identify, diagnose, and resolve issues related to RNG software, server configurations, and integration points within the scope of Level 1 support.
• Data Analysis & Reporting: Collect and analyze logs, performance metrics, and user feedback to uncover patterns and root causes of recurring problems.
• Bug & Incident Management: Log defects in our bug tracking system, provide detailed reproduction steps, and collaborate with engineering teams to expedite fixes.
• Customer Guidance: Deliver clear, step‑by‑step instructions—via phone, email, or screen‑share—to help clients resolve issues independently.
• Cross‑Functional Collaboration: Work closely with Account Managers, Technical Support Engineers, and Product Teams to ensure seamless escalation and resolution of complex cases.
• Documentation & Knowledge Base: Maintain accurate records of ticket histories, resolutions, and best‑practice guides in our CRM and internal knowledge repository.
• Peer Support & Mentorship: Share insights, troubleshoot together, and help newer team members ramp up quickly through knowledge sharing sessions.
• Continuous Learning: Stay current with product updates, support workflows, and industry trends to provide the most up‑to‑date assistance.
• Additional Duties: Execute any other responsibilities delegated by the Support Manager, Head of Support, or senior leadership to support the team’s success.

What You Bring – Your Skills, Experience, and Mindset

We’re looking for a candidate who combines technical aptitude with a genuine love for customer service. The ideal profile includes:

• Education & Experience: Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent hands‑on experience in a customer‑facing technical role.
• Problem‑Solving Prowess: Strong analytical skills, with the ability to dissect complex issues and devise logical, step‑by‑step solutions.
• Communication Excellence: Clear verbal and written communication skills, capable of translating technical jargon into layman’s terms for non‑technical stakeholders.
• Tool Proficiency: Comfortable using ticketing systems (e.g., Zendesk, ServiceNow), CRM platforms, and collaboration tools such as Microsoft Teams, SharePoint, and Office 365.
• Technical Fluency: Advanced PC user with a knack for learning new software quickly; familiarity with Windows/Linux environments and basic scripting is a plus.
• Time Management: Ability to juggle multiple tickets simultaneously, prioritize tasks effectively, and meet SLA targets in a fast‑paced environment.
• Customer‑First Attitude: A genuine desire to help clients succeed, coupled with a proactive approach to anticipating and preventing issues.
• Multitasking & Adaptability: Comfortable handling concurrent support requests while maintaining high quality and accuracy.
• Language Proficiency: Upper‑intermediate English or higher, both written and spoken.

Preferred Qualifications (Bonus Points)

• Experience in the iGaming or gaming technology sector.
• Knowledge of RNG algorithms, compliance standards, and regulatory frameworks.
• Exposure to cloud platforms (AWS, Azure, GCP) and containerization (Docker, Kubernetes).
• Certifications such as CompTIA A+, Microsoft Certified: Azure Fundamentals, or similar.

Skills & Competencies for Success

• Technical troubleshooting and root‑cause analysis.
• Strong interpersonal and customer‑service skills.
• Effective use of collaboration tools and knowledge‑management systems.
• Adaptability to evolving product features and support processes.
• Team‑player mindset with a willingness to mentor and learn from peers.
• Resilience under pressure and a commitment to continuous improvement.

Career Growth & Learning Opportunities

At brighthush, we believe that growth starts with learning. As a Level 1 Support Engineer, you’ll have access to:

• Learning Hub: A comprehensive online platform featuring courses, certifications, and resources across technical, soft‑skill, and industry‑specific domains.
• Mentorship Programs: Pairing with senior engineers and product managers to accelerate your skill development.
• Career Pathways: Clear progression routes to Level 2/3 Support Engineer, Technical Support Lead, or Product Specialist roles.
• Cross‑Functional Projects: Opportunities to collaborate on product enhancements, automation initiatives, and process improvements.
• Innovation Labs: Participation in hackathons, beta testing, and research projects that push the boundaries of iGaming technology.

Work Environment & Company Culture

brighthush fosters a culture of transparency, collaboration, and continuous improvement. You’ll find:

• A diverse, inclusive workplace where every voice is heard.
• Open communication channels, from daily stand‑ups to town‑hall meetings.
• Flexible work arrangements, including hybrid and remote options.
• Regular team‑building activities, both virtual and in‑person.
• Recognition programs that celebrate individual and team achievements.

Compensation, Perks, and Benefits

• Competitive Salary: A remuneration package that reflects your expertise and the value you bring to brighthush.
• Annual Leave: 20–26 days of paid vacation, in line with local legislation and company policy.
• Private Medical Cover: Comprehensive health insurance available after successful completion of the probation period.
• Gym & Fitness Membership: Multisport membership to support your physical well‑being, also available post‑probation.
• Learning & Development: Unlimited access to our Learning Hub, covering technical courses, soft‑skill workshops, and industry certifications.
• Technology Stipend: Provision for a high‑performance laptop, monitor, and necessary peripherals to enable remote or hybrid work.
• Employee Referral Program: Earn rewards for bringing talented peers into the brighthush family.
• Annual Performance Bonuses: Recognition of outstanding contributions and alignment with company success.

Why brighthush?

Joining brighthush means becoming part of a forward‑thinking organization that values innovation, customer success, and employee growth. You’ll work alongside passionate professionals who are shaping the future of gaming technology, while enjoying a supportive environment that rewards curiosity, initiative, and collaboration.

Ready to Make an Impact?

If you’re a motivated, technically adept individual who thrives on solving real‑world problems and delivering top‑notch customer experiences, we want to hear from you. Bring your expertise, your enthusiasm, and your drive to help us continue to set the standard in the iGaming industry.

Apply today and become a key player in the brighthush story. Together, we’ll create solutions that excite players, empower partners, and push the boundaries of what’s possible.

How to Apply

Submit your resume and a brief cover letter outlining why you’re the perfect fit for this role. We look forward to exploring how your skills and passion align with brighthush’s mission.