Role Overview

We are looking for a Technical Support Engineer (L2) to bridge the gap between L1 Support and Developers. This role requires someone hands-on who can diagnose production issues, act as a reliable bridge between technical and non-technical teams, and provide outstanding support for our iGaming platform. You will play a key role in ensuring smooth operations by resolving issues, training colleagues, and continuously improving how support is delivered.

What you’ll do

• Own L2 incidents end-to-end: triage, reproduce, identify root causes, and resolve when possible; escalate to developers with clear reproduction steps, business impact, and suggested workarounds.
• Act as the bridge: translate business symptoms into technical signals for developers; explain technical issues and solutions in a clear, simple way for merchants and non-technical stakeholders.
• Support payment & external systems: liaise with payment gateways and third-party providers to confirm issues, validate system behavior, and ensure fast, accurate resolutions.
• Streamline support processes: create and maintain runbooks, macros, dashboards, and automations to reduce repeat tickets and make support faster and more effective.
• Train & support L1 teams: coach on troubleshooting steps, tools, and platform behavior; deliver short training sessions; keep documentation accurate and accessible.
• Critical issue management: identify high-priority incidents quickly, provide detailed context, and assist in resolution using system knowledge and existing resources.
• Shift-based operations: provide reliable coverage in a rotating shift environment, including evenings, weekends, and holidays when required.