Tier 2 Support Engineer (iGaming)

TL;DR

Tier 2 Support Engineer (iGaming): Delivering technical support to operators and partners by diagnosing and fixing production problems with an accent on system logs analysis, network configurations, and incident management. Focus on troubleshooting real-time systems, maintaining technical documentation, and collaborating with DevOps teams to ensure seamless product rollouts.

Location: Hybrid in Warsaw, Poland. Must be authorized to work in Poland without visa sponsorship.

Company

A world leader in gaming content and technology, providing mobile and casino games globally.

What you will do

• Provide Tier 2 technical assistance via Zendesk and email to resolve production issues.
• Analyze system logs, alerts, and behavior to identify root causes of problems.
• Configure production and pre-production systems in collaboration with DevOps and developers.
• Investigate issues related to video broadcasting technologies and monitor real-time systems.
• Maintain and update technical documentation and runbooks.
• Perform basic database analysis and escalate complex issues to Engineering.

Requirements

• Experience in Tier 2/L2 technical support within SaaS, gaming, or software.
• Solid knowledge of computer networks, TCP/IP, ports, and protocols.
• Proficiency with Linux-based systems.
• Experience using Confluence and Jira for task and documentation management.
• Authorized to work in Poland on a full-time basis without visa sponsorship.

Nice to have

• Experience with monitoring tools like Grafana and Prometheus.
• Basic DevOps exposure, including automation or scripting skills.

Culture & Benefits

• Opportunity to work for a global leader in gaming entertainment.
• Robust benefits package.
• Global career opportunities.
• Commitment to diversity, inclusion, and responsible gameplay.