Support and Operations Executive

Support and Operations Executive at Xciting

As a Support and Operations Executive, you will be a key player in maintaining the smooth operation of our casino aggregation and Remote Gaming Server (RGS) platform. You’ll support both our B2B partners (casino operators and game providers), ensuring that issues are resolved promptly, integrations run seamlessly, and day-to-day operational processes are efficient and reliable.

You will collaborate closely with DevOps, Product Delivery, and Engineering teams to monitor platform health, respond to incidents, support game deployments, and provide hands-on assistance to our partners. Your ability to triage issues, communicate clearly, and keep things running smoothly will have a direct impact on our reputation for delivering reliable, high-performance gaming services.

Key Responsibilities

• Partner Support & Ticket Management
  • Serve as the frontline for support requests from casino operators and game providers.
  • Monitor and manage incoming tickets through the helpdesk system, ensuring timely responses and resolutions.
  • Coordinate with internal teams for escalations and technical investigations.
• Platform & Game Operations
  • Monitor daily platform activity including game launches, API transactions, and session flow.
  • Assist with the configuration and validation of new operator setups, game launches, and scheduled content updates.
  • Manage ongoing operational relationships with both external game providers and in-house game development teams.
• Incident Handling & Communication
  • Support real-time troubleshooting of game or platform issues, working alongside DevOps and Engineering.
  • Communicate incident statuses and resolutions to partners and internal stakeholders.
  • Contribute to post-incident reviews by documenting issue details and operational impact.
• Operational Reporting & QA
  • Track key operational metrics such as game success rates, error logs, and ticket resolution times.
  • Assist in maintaining up-to-date internal documentation, partner guides, and operational runbooks.
  • Identify recurring issues and flag them for process improvement or root cause analysis.
• Continuous Improvement
  • Continuously enhance ITIL-based service management processes to improve efficiency and service quality.
  • Proactively suggest optimizations to workflows, support tools, and partner communication strategies.
  • Enhance the existing monitoring tools and dashboards to proactively detect and mitigate service issues.
  • Drive automation for critical operational processes, including incident response, game provider onboarding, and API health monitoring.

Your Experience

Must-Have

• 3+ years in a support, operations, or technical coordination role—preferably in iGaming, SaaS, or platform services.
• Degree in Computer engineering or equivalent.
• Strong understanding of B2B service environments and the ability to troubleshoot user-facing issues.
• Hands-on experience with ticketing/helpdesk systems (e.g., Jira Service Management) and incident handling processes.
• Familiarity with REST APIs, JSON, and basic log analysis to support issue triage.
• Excellent communication skills with a customer-first mindset and the ability to convey technical information clearly.
• High attention to detail and the ability to manage multiple support threads simultaneously.

Nice-to-Have

• Experience with casino aggregation platforms, RGS systems, or game provider integrations.
• Knowledge of game session flows, RTP reporting, game certification standards, or regulatory compliance in iGaming.
• Familiarity with monitoring tools like Kibana, Grafana, or equivalent dashboards for API/platform health.
• Exposure to DevOps practices, cloud platforms (AWS, GCP), or microservice-based architecture.
• Previous involvement in game launch processes or managing release timelines in a live gaming environment.

Some Facts About Xciting

At Xciting, we bring together the most popular casino games in one dynamic platform, making it effortless for you to supercharge your gaming website. Though our team may be small, we are ambitious when it comes to quality, development processes, and working methods. We work very closely with our clients on a daily basis to ensure our work meets their needs.We believe that a diverse development team driven by experienced and professional leadership can create truly innovative products. While we take pride in our services, we are also proud of the people behind them. That’s why we invest in building strategies and products and, most importantly, in the human element. Xciting is an equal opportunity employer, promoting diversity within our organisation, which makes us a great team!

Why Join Us?

We offer more than a competitive compensation package. We support a healthy work life balance and offer benefits such as well being allowances, health and dental insurance, training, relocation support and regular team activities. Our hybrid work model provides flexibility and opportunities to work from multiple locations.

Key skills/competency

• B2B Support
• Platform Operations
• Incident Management
• Jira Service Management
• REST APIs
• JSON
• Log Analysis
• Communication
• Customer Service
• Process Improvement