Support Engineer (iGaming)

TL;DR

Support Engineer (iGaming): Providing frontline technical support for B2B clients in the gaming industry with an accent on bug investigation, ticket lifecycle management, and system-level troubleshooting. Focus on analyzing logs, querying data via SQL, and collaborating with development teams to resolve platform issues.

Location: Sofia, Bulgaria (Onsite)

Company

Leading technology company providing innovative B2B software and platform services for the regulated gaming industry worldwide.

What you will do

• Perform frontline support as the primary contact for client-raised bugs and requests.
• Own and drive support tickets through their entire lifecycle to timely conclusion.
• Investigate technical issues by reviewing logs, analyzing behavior, and reviewing code.
• Coordinate with third-party feed providers and internal development teams for issue resolution.
• Develop scripts and tools to optimize data access and troubleshooting efficiency.
• Collaborate with Account Managers to route feature requests to appropriate internal teams.

Requirements

• At least 2 years of experience as an L1 or L2 Support Engineer in a technical environment.
• Strong proficiency with Linux in production environments and system-level support.
• Ability to use SQL for querying, analyzing, and validating data.
• Experience with issue-tracking tools such as Jira or ServiceNow.
• Proficiency in writing Bash scripts to automate diagnostic tasks.
• English: Advanced (C1) skills in both written and spoken form are required.

Nice to have

• Experience developing applications in Python for automation or troubleshooting.
• Knowledge of Docker and Kubernetes in containerized environments.
• Domain expertise in Sports Betting.

Culture & Benefits

• Performance bonuses and ample opportunities for internal professional growth.
• Comprehensive health and dental insurance, life insurance, and MultiSport card.
• Food, travel, and wellness allowances, alongside an employee assistance program.
• 25 days of paid annual leave for work-life balance.
• Company-sponsored seminars, training programs, and social events.
• Additional bonuses for life events, such as newlywed and baby bonuses.