As a Platform Support Analyst, you will be the first responder ensuring the smooth and reliable 24/7 operation of our gaming platforms. You will monitor system health, investigate and resolve production incidents, and work closely with development, IT Operations, and business teams to minimize customer impact and maintain high player satisfaction.

If you enjoy real-time problem solving, taking ownership, and working in a fast-paced environment, this role is for you.

Core responsibilities

• Act as the first responder for platform incidents, taking ownership from detection through resolution.

• Monitor system health using alerts, logs, and metrics, and proactively identify potential issues.

• Investigate and resolve production incidents while minimizing customer and business impact.

• Collaborate closely with development, IT Operations, and business teams to resolve day-to-day issues.

• Act as an escalation point for more complex Tier 2 platform support issues.

• Work closely with Customer Support and other internal stakeholders to ensure high service quality.

• Contribute to improving monitoring, logging, and alerting systems based on operational experience.

• Ensure workflows, processes, tooling, and applications are well documented and meet high quality standards.

• Continuously build strong business domain knowledge, including products, integrations, and regulations.

• Drive continuous service and process improvement across the platform support function.

• This position follows a scheduled rotational shift system and includes work during weekends, nights, national holidays, as well as occasional overtime or on-call duties.

Experience and key competencies

• Providing technical support, with at least 2+ years of experience in a similar environment.

• Analyzing complex issues and applying strong problem-solving skills.

• Working with tools such as Jira, Confluence, OpsGenie, or similar platforms.

• Communicating clearly with both technical and non-technical stakeholders.

• Taking ownership, working independently, and staying calm under pressure.

• Collaborating effectively as part of a distributed, cross-functional team.

• Using fluent written and spoken English in a professional setting.

Good to have:

• Experience with incident management and ITSM or ITIL practices.

• Familiarity with monitoring stacks such as ELK, Grafana, and Prometheus.

• Experience with containerization technologies like Kubernetes and Docker.

• Knowledge of Git and CI/CD tools such as Jenkins, GitLab, or Travis CI.

• Understanding of networking fundamentals including TCP/IP, routing, and load balancing.

• Ability to automate tasks using scripting or programming languages such as Python or Shell.

• A mindset focused on continuous improvement and scalable support operations.

Coolbet operates in a highly regulated environment. This role requires obtaining a gaming license in any jurisdiction in which the company operates, and this position requires the ability to secure and maintain a license in all relevant jurisdictions. A gaming license application utilizes personal data, a criminal and credit check, and fingerprints. Coolbet will cover all costs and provide access to an Identity Protection program.

Our benefits, Your happiness

• Enjoy 28 days of vacation with the option to use your balance on business days only, effectively giving you up to 10 extra days off. Combined with flexible working hours, you can make the most of your time off.

• Elevate your well-being with monthly sports/health compensation, full sick leave coverage for the first 8 days, our in-house gym, and a chill games room to unwind.

• Unlock a generous Supplemental Training Program that includes training and company-wide knowledge-sharing opportunities to fuel your growth.

• Our office is a cozy (and dog-friendly) haven right in the heart of the city. Enjoy complimentary fruits and beverages and free parking. It's the perfect place to be productive and feel right at home.

• Be part of the most legendary events and make amazing connections with colleagues from across the entire company.

• We foster innovation and independence while celebrating success in a multicultural and diverse company, where you'll work alongside people from around the globe.

• ..plus, if you're not already a pro, we'll teach you how to play poker!

Recruitment flow

• Interview - Technical Interview - Police record, and background check - Offer

• Start date: ASAP

• Open to candidates based in Estonia and eligible to work here.

We are an equal-opportunity employer, and we value diversity. Our diverse backgrounds, experiences, characteristics, and traits make us better at serving customers. So please, come as you are!

Location

Tallinn, Estonia

Coolbet is an award-winning gaming company delivering both B2C and B2B platforms across international markets. We offer sportsbook, casino, and poker experiences to players in 8 countries across 3 continents and provide advanced B2B solutions to operators in the US. Part of the Sega Sammy Creation gaming segment, our core team of 500+ experts collaborates across borders to create world-class experiences for both players and operators. With a strong presence at our Tallinn HQ, home to a diverse team representing over 50 nationalities, we bring different perspectives together to shape the future of gaming through continuous product development, a collaborative culture, and a strong commitment to responsible play. Find out more about Coolbet!