Come and push your journey to the next level!
At Immense Group , we are guided by our core values of passion, boldness, and integrity. We strive to create an environment where our people thrive, driven by a love for innovation and a commitment to delivering exceptional player experiences. If you’re passionate about iGaming and tech development bold in your approach, and act with integrity, we’d love for you to join our team as a Technical Support Engineer.
A taste of what you’ll do
The Technical Support Engineer is the frontline technical point of contact for casino operators, integration partners, and internal teams, ensuring that issues affecting Immense Studio's game platform are identified, diagnosed, and resolved promptly. This role combines strong technical troubleshooting ability with a customer-focused mindset. It delivers clear, effective support that protects partner relationships and maintains the high service standards expected in a regulated iGaming environment.
Partner and operator support
- Serve as a primary technical point of contact for casino operators and integration partners, responding promptly and professionally to support requests across email, ticketing systems, and other channels.
- Diagnose and resolve technical issues related to game behaviour, platform integrations, wallet connectivity, and configuration — providing clear, accurate solutions within agreed response timeframes.
- Escalate complex or unresolved issues to the appropriate engineering teams, providing thorough documentation of findings to support efficient handover and resolution.
Troubleshooting and problem resolution
- Investigate technical problems systematically, using log analysis, remote diagnostic tools, and internal environment access to identify root causes accurately.
- Collaborate with backend engineers, QA analysts, and the wider production team to address recurring issues and contribute to lasting fixes rather than short-term workarounds.
- Identify patterns in reported issues and proactively raise these with the engineering team to drive preventative improvements to platform stability.
Documentation and knowledge management
- Create and maintain clear, accurate documentation of technical issues, resolutions, and support interactions — ensuring a reliable knowledge base for both internal teams and partners.
- Develop and update internal runbooks, troubleshooting guides, and knowledge base articles to improve the team's ability to resolve common issues efficiently.
- Log all support activity accurately within the ticketing system, maintaining up-to-date records that support reporting and trend analysis.
Product knowledge and improvement
- Maintain a strong, up-to-date understanding of Immense Studio's game platform, integration p