Casumo

Customer Support

• Listen and respond to our player’s needs and concerns and provide professional, friendly support at all times ensuring our players are our number one priority
• Work in collaboration with other teams such as Player Protection, Sports, Payments and Loyalty
• Contribute fresh new ideas, giving constructive feedback to constantly improve how we work and exercise your creativity
• Support customers across multiple brands via live chat, email, social media, app stores and public forums
• Assist management with day to day tasks, while expanding your knowledge and progression
• Incident management and escalations through Jira and Slack and external providers to achieve rapid resolutions for players
• Having basic responsible gaming interactions with players prior and liaising findings back to the relevant teams
• Research and resolve players' concerns and issues to improve the player’s experience
• Provide player feedback and own feedback to find solutions and create a better overall experience for the players
• Complete requested tests and training sessions to build on own and team knowledge
• Able to follow procedures and abide by GDPR and Gambling Regulatory Requirements

Customer Service Ambassador

Platform Engineer

• Operate, scale, and continuously improve our production Kubernetes clusters running on Google Cloud Platform (GCP).
• Build, manage, and evolve cloud infrastructure using Infrastructure as Code (Terraform).
• Maintain and optimise critical messaging and event-streaming infrastructure, including RabbitMQ and Kafka.
• Manage edge networking, security, and traffic routing through Cloudflare.
• Automate operational processes and improve CI/CD pipelines to support safe, fast, and reliable releases.
• Collaborate with development teams to optimise Java services, JVM performance, container resource allocation, and connection pooling.
• Maintain and troubleshoot observability and logging platforms such as Elasticsearch and Kibana.
• Lead real-time incident response, structured triage, and mitigation during production outages.
• Coordinate cross-functional teams and communicate effectively with both technical and non-technical stakeholders during incidents.
• Design and execute load testing strategies to validate system resilience under peak traffic conditions.
• Conduct blameless postmortems, identify systemic risks, and implement long-term improvements to prevent recurring incidents.
• Improve monitoring, alerting, and observability using Prometheus and Grafana, helping reduce alert fatigue and improve Mean Time To Recovery (MTTR).