Join our team as

Technical Support Analyst

Zagreb
Full time
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About the role

Join the Team!

Huddle is a software partner for gaming operators of all sizes in regulated markets around the world.
We love sports and technology, and we build software that has a real impact for ambitious gaming operators. Our solutions help our partners thrive in a rapidly expanding global gaming landscape.

We understand that staying ahead of the competition and complying with regulations is challenging for gaming operators. Therefore, we develop solutions that assist them in growing their businesses, reducing costs, and effectively operating in multiple jurisdictions—all while delivering a better experience to customers.

Do you have a strong understanding of APIs, data monitoring tools, and technical troubleshooting methodologies, coupled with great communication skills and the flexibility to adapt to changing schedules? If so, we have an exciting opportunity for you to thrive and grow in a fast-paced environment.
Your Responsabilities

This is what you will be working on:

  • Providing expert-level troubleshooting of technical issues in our sports trading platform, and escalating to specialists when appropriate for further investigation, ensuring all support SLAs are met.
  • Collaborating with internal teams on the resolution of technical issues, ensuring minimal disruption for customers.
  • Documenting technical support interactions, including API usage examples, troubleshooting steps, and resolutions, accurately in the support ticketing system.
  • Utilizing data monitoring tools to proactively identify anomalies or performance issues, taking timely measures to address any issues that arise.
  • Ensuring that all product features are enabled as per customer specifications, providing guidance and assistance in configuring and optimizing their usage.
  • Analysing API documentation and product specifications to assist customers in integrating our products with their systems effectively.
  • Responding promptly and professionally to customer queries, providing clear and concise explanations.
  • Assisting in the creation and maintenance of technical documentation, including API guides, integration guides, and knowledge base articles, to facilitate customer self-service support.
  • Ensuring comprehensive support across various time zones, including coverage during US-based working hours
  • Identifying opportunities to optimize and automate workflows and support processes.
Your qualifications

We are looking for professionals with these required skills to achieve our goals:

  • 3+ years of experience in a technical support role, preferably in a SaaS company.
  • Strong understanding of APIs, RESTful web services, and data formats (JSON, XML).
  • Experience with data monitoring tools (e.g., Grafana) to proactively identify anomalies or performance issues.
  • Proficiency in reading and interpreting API documentation and technical specifications.
  • Exceptional communication skills, both written and verbal, with the ability to convey technical and non-technical information clearly and effectively.
  • Ability to work flexible shifts, alternating between day and night shifts to accommodate different time zones.
  • Familiarity with support ticketing systems (e.g., JIRA)
  • Familiarity with SQL
Nice to have

The following characteristics would be a plus:

  • Experience working in Sports Betting industry
Learn more about

The Application process

Our most usual application and selection process looks like this:

Pre-selection

based on your LinkedIn profile or CV. We are interested in your experience and roles on previous projects, your motivation, and your drivers, not just your skills. You’ll have a lot of opportunities anyway for learning and building up your skills.

Intro call

where you get a chance to meet up with our People and Culture team member and either the hiring manager or one of the seniors from the team. Since this is our first date, and expectations go both ways, we want to answer all thernimportant questions.

Assignment

usually follows up after the Intro call, and it allows us to get deeper into the technical side, as well as your way of thinking. There is no perfect solution, only the right attitude – so simply do your best!

Technical interview

is our second date where we discuss the task, pick your brain around it, and learn how you approached the task and the challenges you might have encountered. Also, this is the right time and place to ask any unanswered questions we both might have, as we really want to make sure it feels like the best match on both ends.

Closing

is our favorite date, especially if it is a green light on both ends because we get to seal the deal with our offer, pop up the champagne, and send you the Welcome to Huddle email shortly afterward.

Apply for Product Support Analyst







    What Huddlers say

    Darko Britvec
    Development Lead

    “I like working at Huddle because I’m surrounded with a lot of positive and enthusiastic people. The working atmosphere is really encouraging. Huddle really cares about their employees, and supports them in their careers. Everyone knows what they are doing and are trying torn be the best in their field. There are not a lot of distractions so you can really focus on your work to provide the best solution for any problem.”

    Gary McCormack
    Quantitative Analyst

    “I’ve worked with Huddle from the beginning. The culture is great and the company hierarchy means that my voice is always heard. Huddle has provided me with great opportunities to develop my analytical skills; be it coding, mathematics, or analysis. I believe in the product, the vision, and our success.”

    Paul Moen
    Sports Risk Supervisor

    “I enjoy learning from colleagues who demonstrate unique competencies. Our Team is constantly improving the quality of service and offerings to clients. When I think about my time at Huddle, I am certain this is a place where I have grown both professionally and personally.”

    Maja Puček
    Quantitative Analyst

    u0022The best part of the company are the people from whom you can learn a lot and who are always ready to help. They make the atmosphere at work always positive and inspiring, so coming to work is a real pleasure. Through my work, I’m always learning and expanding my knowledge and problem-solving skills. I feel valued as a team member and am excited to continue to be a part of this dynamic organizationu0022

    Ana Klasnić
    Product Designer

    “I am really grateful for the opportunities I get in Huddle; helping me push my limits, learn and grow as a designer. I am developing my skills through complex problem-solving in safe and friendly environment, all along the support from our furry four-legged colleagues.”