Incident Engineer (Gamedev)

TL;DR

Incident Engineer (Gamedev): Providing L2/L3 technical support for gaming infrastructure to ensure system stability and rapid issue resolution with an accent on monitoring and cross-functional coordination. Focus on identifying and resolving outages, managing technical escalations, and ensuring SLA compliance for a global player base.

Location: Onsite in Kyiv, Vinnytsia, or Dnipro, Ukraine

Company

Global leader in interactive entertainment specializing in Casual and Social Casino-themed games.

What you will do

• Provide L2/L3 technical support to business, customer support (L1), and R&D teams.
• Monitor application layers, including infrastructure, services, features, and business metrics.
• Coordinate cross-functional teams to identify and resolve system outages and verify user impact.
• Manage the incoming inquiry queue, determine prioritization, and ensure adherence to SLAs.
• Liaise with 3rd party suppliers and document resolutions for future reference.
• Act as a communication bridge between business and technical teams to drive issue resolutions.

Requirements

• Bachelor’s degree in Computer Science, Math, or a similar engineering/science field.
• English proficiency level B2 (Upper-Intermediate) or higher.
• Basic knowledge of networking, virtualization, and databases.
• Ability to work in 24/7 shift rotations.

Nice to have

• Experience with monitoring systems such as Zabbix, Grafana, Dynatrace, Appdynamics, Icinga, or Nagios.
• Previous experience in L2/L3 support, Business Analysis (BA), or Business Intelligence (BI).
• Proficiency in writing SQL queries and utilizing MS Excel formulas.

Culture & Benefits

• Competitive salary, annual company bonus, and flexible working hours.
• Comprehensive health package including private health insurance, dental coverage, and psychological counseling.
• Generous time off: 20 paid vacation days, 5 sick days, 6 long weekends, and a day off for your birthday.
• Office perks: Daily breakfast, lunch, refreshments, and on-site personal care services (barber, nails).
• Professional growth through a technical library, educational platform, and career coaching.
• Modern offices in Ukraine with provided shuttle bus transportation.