Technical Support Engineer (L2)

About the Role

Our L1 support team catches the noise. Our developers build the fixes. You're the person who sits between them — diagnosing what's actually broken, deciding what needs an engineer and what doesn't, and making sure nothing falls through the cracks in between.

This is a technical, hands-on role for someone who's genuinely curious about why things break — not just someone who reads scripts. You'll work directly with production incidents on a high-volume iGaming platform, where downtime costs money by the minute and clarity under pressure matters more than perfect answers.

What You'll Actually Be Doing

Own incidents, not just tickets
Take L2 escalations from triage through to resolution. Reproduce the issue, dig into logs, find the root cause, and fix what you can yourself. When something needs a developer, hand it off with a clear reproduction path, the business impact, and — where possible — a workaround that keeps the merchant moving in the meantime.

Be the translator
You'll sit in the gap between people who think in stack traces and people who think in "why isn't money showing up." Turn vague symptoms into technical detail engineers can act on, and turn engineering explanations into something a merchant can actually use.

Work the payment layer
Liaise directly with payment gateways and third-party providers to confirm where an issue actually lives — is it us, is it them, or is it the connection between the two? Validate behavior, chase resolutions, and don't let a ticket sit in limbo between vendors.

Make support better, not just faster
Build the runbooks, macros, dashboards, and light automations that stop the same ticket from landing on someone's desk five times a week. If you're solving the same problem twice, that's a signal to fix the process, not just the ticket.

Level up the L1 team
Coach L1 on troubleshooting technique, tools, and how the platform actually behaves — not just what the script says to do. Run short, practical training sessions. Keep documentation something people actually want to read.

Handle the critical stuff calmly
Spot high-severity incidents early, give stakeholders the context they need fast, and use your platform knowledge to move resolution along — even when things are noisy and everyone wants an answer five minutes ago.

Show up for the shift
This is a rotating-shift role, including evenings, weekends, and holidays. Platforms that run 24/7 need coverage that runs 24/7.

What You Bring

• 2+ years in technical support, IT helpdesk, or similar — ideally in iGaming, payments, or software platforms
• Fluent English; written and spoken — you'll need both for merchants, vendors, and internal teams
• Technical grounding: comfortable with APIs and system integrations, can read logs and troubleshoot application-level issues, know your way around basic SQL
• Bonus if you've worked with payment systems, financial workflows, or SaaS platforms
• Calm, clear communication — you can hold a conversation with an anxious merchant and a skeptical developer in the same hour and make sense to both
• Comfortable in the fire — production issues rarely arrive at convenient times, and you don't rattle easily
• Flexible with shift work, including evenings, weekends, and holidays

Nice to Have

• Background in iGaming or another high-volume, transactional industry
• Experience with ticketing/monitoring tools like Clicku-up, Slack ect
• Basic scripting or automation skills (Python, Bash, or similar) — if you've ever written something to stop doing a task by hand, we want to hear about it

What You'll Get

• A front-row seat on a global iGaming platform where what you fix actually matters that same day
• Real exposure to production systems, payment infrastructure, and cross-team problem-solving — not just ticket queues
• Genuine room to grow into more senior technical or engineering-adjacent tracks
• Competitive salary and benefits