Support Specialist L2

Our client is an international product IT company specializing in highly scalable iGaming platforms across entertainment, gaming, and sports domains, and is currently looking for a Support Specialist L2.

Responsibilities:

• Consulting partners via internal communication channels
• API debugging and integration support
• Troubleshooting technical issues and bugs
• Monitoring product performance using tools such as Grafana and Kibana
• Handling incident and bug reports
• Maintaining and updating the internal knowledge base
• Preparing incident reports

Required experience and skills:

Must-have:

• English level B2 or higher (strong written and spoken communication skills are required)
• 1+ year of experience in an L2 / technical support role
• Experience supporting web-based applications
• Experience with log analysis tools (Kibana, Grafana, or similar)
• Understanding of REST APIs
• Basic SQL knowledge (MySQL or similar databases)
• Experience with Jira and Confluence

Nice to have:

• Experience with cloud services
• Experience with B2B integrations or partner support
• Understanding of CRM, ERP, or other business applications
• Experience writing technical documentation
• Familiarity with JSON and XML data formats
• Experience with MongoDB
• Experience with GitLab
• Experience using Postman
• Basic programming knowledge (Python or other languages)

Additional responsibilities:

• Provide second-line technical support for the company’s applications
• Collaborate directly with technology partners and customers
• Communicate internally with Project Management, Development, QA, and CSM teams
• Report bugs and suggest product improvements
• Contribute to the expansion of the company’s support knowledge base

Soft skills:

• Strong analytical thinking
• Excellent troubleshooting and problem-solving skills
• Self-motivated, proactive, and open-minded

What we offer:

• Day/night shift schedule: 2/2 rotation, 12-hour shifts
• Fully remote work format
• Paid vacation
• Flexible approach to management, task planning, and workflows