Customer Success Agent (Technical, 24/7 Operations)

TG Lab is a technology company powering some of the biggest winners in sports betting and online casino products. We provide player account management and engagement technology to industry leaders such as Stake.com, Belgium National Lottery, Betsson Group, and many others. Our innovative yet practical solutions fuel world-class real-money wagering technology that supports over 1 million players. Our iGaming software is designed for distribution to casino and sportsbook operators across the EU, LatAm, and Asia.

We're looking for a Customer Success Manager (Technical) to join our 24/7 operations team. Our Customer Success team operates at the core of platform stability, partner communication, and incident handling. In this role, you'll work on the frontline monitoring platform health, investigating issues, and coordinating real-time responses to ensure stable and reliable operations for our partners. This role is about real-time reaction, investigation, coordination, and clear communication. Responsibilities: Actively monitor platform health and alerts during your shift and react to incidents in real time Investigate partner-raised issues and perform first-level technical analysis using logs and monitoring dashboards Communicate clearly with partners during incidents, outages, and escalations Own issues throughout their full life cycle: detection, investigation, coordination, and resolution Create and manage Jira tickets and collaborate closely with cross-functional teams Provide transparent updates internally and externally Identify recurring issues and risks that may impact platform stability Maintain accurate documentation and structured internal communication What will make you successful in this role? Strong analytical and problem-solving abilities with a logical and structured approach to investigating issues Ability to remain calm, focused, and effective in a fast-paced, high-responsibility environment Strong sense of ownership and accountability, with the ability to drive issues through to resolution Strong written and verbal communication skills in English Technically curious and comfortable working with system behavior, logs, monitoring tools, and technical workflows Ability to work shift-based schedules, including nights, weekends, and holidays, as part of a 24/7 operation Early-career to mid-level professional with strong growth potential and a proactive mindset The following would be considered an advantage: Experience in Customer Support, Customer Success, Technical Support, NOC, or Operations Experience or familiarity with Jira, Slack, or similar collaboration and operational tools Experience with monitoring tools Exposure to SaaS, platform-based products, or iGaming Basic understanding of web technologies, APIs, or backend systems Working with us implies: Memorable company parties and social activities like team buildings and monthly birthday celebrations. Working in a company with a global culture, experience, and reach. Working on-site in our modern, bright, and comfortable office space located in downtown Foz do Iguaçu, with a great working atmosphere, a collaborative team of amazing people, and open-minded managers. Opportunities to build valuable skills, work with unique and interesting projects for the igaming industry, express and implement your ideas and grow your career. The monthly salary range will depend on the selected candidate's experience and skills. We will contact only shortlisted candidates.