T3 Support Agent

About The Role

SIDE is looking for Senior Player Support Specialists to support the highest complexity player cases within a confidential gaming support programme.

This role is designed for experienced support professionals who can investigate difficult issues, manage sensitive escalations, and act as a bridge between support operations and internal stakeholder teams.

You will support complex case resolution, root cause identification, escalation documentation, and operational learning across the programme.

What You’ll Be Doing

• Own complex escalated cases through investigation, resolution, or further escalation.
• Support cases involving account security, sensitive player impact, policy interpretation, or complex technical context.
• Work with internal stakeholder teams where cases require deeper review or specialist input.
• Identify patterns in escalated cases and document findings for Quality, Training, and Operations.
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