WE ARE
HIRING A

Product Support
Specialist

Huddle is a software development company that provides automated pricing and trading services to our sportsbook partners, with leading uptime and accuracy. Our platform covers core and derivative markets, player props, and micro-markets, both pre-match and in-play. We cover the biggest US sports - American football, basketball, baseball, and ice hockey - alongside global favorites like soccer and tennis.

If you know exactly what we’re talking about here, you might be the perfect fit!

Employment type:

Full-time, employment agreement

Work location:

Zagreb, Hybrid – combine working from home and at our office
Remote within Croatia – with occasional travel to the Zagreb office

As a Product Support Specialist, you’ll be the ﬁrst point of contact for our business clients. You’ll need to convey both technical and non-technical information clearly and eﬀectively, in both written and spoken English. You’ll respond to inquiries, investigate reported issues, and either resolve them directly or escalate them to the right internal team. You’ll prioritize tasks based on urgency and impact, helping ensure our customers get quick, eﬀective support. This role involves rotating day and night shifts to provide round-the-clock coverage, reﬂecting the fast-paced, 24/7 nature of the sports and sports betting world.

We’re looking for someone with a strong passion for sports, excellent problem-solving skills, and topnotch communication abilities. If you love sports, especially basketball, American football, baseball, or ice hockey - and are curious to learn even more - you’ll thrive in this role.

What you’ll do:

Act as the ﬁrst touchpoint for customers, help them navigate any issues they face with our sports trading platform
Investigate issues reported by customers on our platform, escalating more complex problems when needed
Prioritize and resolve tasks based on importance and customer impact, and keep customers updated until things are resolved
Work closely with internal teams to resolve problems quickly and minimize customer disruption
Record issues and solutions accurately and in detail in our ticketing system
Keep an eye on monitoring tools to spot and address potential issues before they aﬀect customers
Make sure product features are set up correctly and working as intended for customers, and provide guidance to help them use them eﬀectively
Answer customer questions quickly, clearly, and professionally
Share ideas to improve how we work and support our customers

What we’re looking for:

Sports knowledge: You actively follow sports and have a real interest in deepening your knowledge of US sports (basketball, football, baseball, ice hockey) as well as global favorites like soccer and tennis.
Customer-focused: You’ve worked in a role where supporting or helping others was your main job (e.g., tech support, customer service, retail, or hospitality).
Great communicator: You can explain things clearly, whether to customers or teammates, in both written and spoken English.
Tech-savvy: You have experience with using technology eﬀectively to troubleshoot customer issues, and you’re comfortable picking up new technologies and approaches to solve problems, such as learning about APIs, data monitoring, and troubleshooting methods.
Flexible: You’re able to work alternating day and night shifts to cover diﬀerent time zones. All shifts outside regular hours - such as nights, weekends, and holidays - are additionally compensated, with hourly rate increase between 30% and 80%, depending on the shift.
Reliable and detail-oriented: teammates and customers can count on you to resolve issues quickly and keep them updated, no matter how challenging.

Bonus points if you have:

Hands-on experience with APIs, RESTful web services, JSON, or XML
Experience using monitoring tools (e.g., Grafana) or ticketing systems (e.g., JIRA)
Familiarity with SQL or other data query languages

Benefits:

25 days annual leave
Additional health insurance
Multisport card with 50% co-ﬁnancing to get some exercise into your body
Flexible working - combine working from home and the oﬃce
Opportunities for education, supported by a personal, educational budget (1000 EUR per year)
Dog-friendly oﬃce with free coﬀee, drinks and snacks

Product Support Specialist (m/f)

Huddle Gaming d.o.o.

Huddle Gaming d.o.o.

Average net salary for the category Administrativna zanimanja is 1171.8 EUR*