Middle L2 Technical Support Specialist (iGaming)

Location: Remote in Europe

Company

B2B iGaming technology business building full-cycle platforms for operators, including integrations, consulting, and operational support at scale.

What you will do

• Own end-to-end investigations of non-routine B2B incidents involving transactional mismatches, integration failures, and configuration issues.
• Trace distributed microservice calls in Kibana and OpenSearch using correlation identifiers, and analyze Grafana metrics, errors, and latency.
• Diagnose APIs, authentication, payloads, webhooks, databases, player states, balance ledgers, and event histories.
• Reconcile discrepancies across internal services and third-party payment, game, and sports-feed providers.
• Filter and escalate verified, reproducible bugs to L3 and development with Jira tickets containing evidence and blast-radius assessments.
• Create diagnostic runbooks, mentor L1 and junior L2 specialists, and identify opportunities for product fixes or automated alerts.

Requirements

• 3+ years of L2 technical support, systems analysis, or application operations experience within the iGaming sector, supporting high-load transactional architectures.
• Advanced log analysis and distributed tracing in Kibana or OpenSearch, including stack-trace queries and request tracking across microservices.
• Hands-on API debugging with Postman or cURL, including HTTP status codes, JSON schema validation, and webhook or callback mechanics.
• Read-only SQL querying with PostgreSQL, MySQL, or Athena for relational schemas, audit logs, and transactional reconciliation.
• Observability experience with monitoring stacks such as Grafana, including interpretation of error rates, throughput, and latency.
• Proficiency in Jira and Jira Service Management within L1-to-L3 support pipelines and SDLC workflows.
• B2 English proficiency or higher, with clear written technical communication for structured bug reports.

Nice to have

• Knowledge of Kafka, RabbitMQ, and distributed architecture patterns.
• Basic Bash or Python scripting for log parsing and routine diagnostic automation.
• Fluency in Ukrainian or Russian.

Culture & Benefits

• Remote-first work with technical support and coworking compensation.
• Annual benefits budget for sports, medical care, mental health, home office, and languages.
• Paid maternity and paternity leave, monthly childcare allowance, 20+ vacation days, unlimited sick leave, and emergency time off.
• Online, offline, and offsite team events.
• Internal courses, growth programs, open feedback, ownership, experimentation, and a growth mindset.