Junior Support Engineer (iGaming)

TL;DR

Junior Support Engineer (iGaming): Managing incident resolution and support activities for a high-traffic gaming platform with an accent on SLA adherence, issue investigation, and documentation. Focus on serving as Major Incident Manager during critical events and improving support processes in a fast-paced production environment.

Location: Remote from Ukraine or onsite in Ukraine

Company

hirify.global is a custom product engineering company that supports multinational organizations and scaling startups with a global team of over 4,000 highly skilled developers.

What you will do

• Manage Service Desk activities, including backlog, incoming incidents, and alerts.
• Serve as the Major Incident Manager during critical incidents until resolution.
• Take ownership of incoming incidents, investigate, and troubleshoot to meet SLAs.
• Process incoming incidents according to documented standards.
• Develop and implement web-based support initiatives and maintain documentation.
• Communicate with internal teams, primarily via Zoom during Major Incidents.

Requirements

• Basic technical background or IT education (Web Dev courses are a plus).
• Experienced user in PC-based computer systems.
• Proficiency with Incident and Problem Management processes (quick reaction, accountability, clarity, ingenuity).
• Excellent English, both written and speaking skills (upper intermediate or higher) required.
• Excellent communication skills, able to start conversations easily.
• Experience with Jira and Confluence (Datadog, Grafana a plus).
• Able to self-learn and find solutions independently.
• Must be available for shift work (morning-day, day-evening, evening-night).

Nice to have

• Basic knowledge of web technologies.
• Additional languages (Spanish).
• Experience in a similar IT support position.

Culture & Benefits

• Work alongside top professionals in a friendly, open-door environment.
• Take on large-scale projects with a global impact.
• Boost skills with internal events, Udemy access, language courses, and company-paid certifications.
• Explore diverse domains through internal mobility and cutting-edge technologies.
• Enjoy radical flexibility – work remotely or from an office, your choice.
• Receive company-paid medical insurance, mental health support, and financial & legal consultations.