Tier 2 Support Engineer (iGaming)

Location: Warsaw, Poland

Company

hirify.global provides content, technology platforms, and services for regulated online real-money gaming, iLottery, iGaming, and online sports betting.

What you will do

• Deliver Tier 2 technical support to operators and partners through Zendesk and email, diagnosing and resolving production issues.
• Analyze symptoms, logs, alerts, and system behavior to identify root causes in real-time systems.
• Configure production and pre-production environments and coordinate with DevOps, Engineering, Operations, and Product teams.
• Monitor systems, respond to alerts, and investigate issues involving video broadcasting technologies.
• Create and maintain technical documentation and runbooks.
• Escalate unresolved issues with clear technical context and evidence, including basic database-level analysis.

Requirements

• Experience in Tier 2/L2 technical support for software, SaaS, gaming, or multidisciplinary systems.
• Understanding of computer networks, including TCP/IP, ports, and protocols.
• Experience with Linux-based systems, ticketing systems, operational dashboards, Confluence, and Jira.
• Basic DevOps exposure and experience with automation or scripting.
• Understanding of incident management and service-level agreement processes.
• Must be authorized to work in Poland full-time without current or future visa sponsorship.

Nice to have

• Experience with Grafana and Prometheus monitoring and alerting tools.

Culture & Benefits

• Work in a global gaming technology company with more than 7,300 employees worldwide.
• Collaborate across Support, Engineering, Operations, and Product functions.
• Access a robust benefits package and global career opportunities.
• Work in a regulated environment focused on responsible gameplay, governance, employee wellbeing, and sustainability.
• Employment is subject to mandatory background screening and applicable gaming regulatory approvals.