Technical/Customer Support (L1 Support Engineer)

About the Role:
We're growing fast and are excited to expand our team! We're looking for a passionate L1 Support engineer to join our partner team and help us continue our journey of innovation and excellence.
 
What We’re Looking For:

• Experience in incident management or technical support roles (1+ years).
• Strong knowledge of monitoring tools like Grafana.
• Good understanding of incident escalation flows and priorities.
• Ability to follow runbooks and escalation playbooks.
• Knowledge of software system components (frontend, backend, infrastructure).
• Excellent communication and reporting skills.
• Ability to work in shifts (8h, part of a 24/7 model).
• English - intermediate+.
   
  Technical/specialized knowledge:
• Experience with incident prioritization (P1, P2, P3) and SLA tracking.
• Hands-on with Slack, Confluence, Jira for communication and reporting.
• Knowledge of release flows, rollback notifications, escalation trees.
• Basic understanding of observability concepts (what to monitor and why).
• Knowledge of gambling/gaming systems will be a plus.
• Familiarity with HTTP, APIs, databases (SQL/NoSQL basics) will be a plus.
   
  What You’ll Do: 
• Full manage incident tickets.
• Monitoring production envs, services, and alerts (Grafana, PagerDuty).
• Perform initial investigation and diagnosis of incidents.
• Escalate critical incidents to the appropriate development, DevOps, Backend, QA teams.
• Participate in on-call rotations (8-hour shifts, covering 24/7).
• Collaborate with Product Managers and customer support on incident updates.
• Document incidents, actions, and resolutions in Jira and Confluence.
• Writing runbooks.
• Ensure SLA compliance (response and resolution time).
• Support post-incident RCA preparation.

• Maintain accurate shift handover logs (if needed) and communicate issues to the next shift.

  
  
  What We Offer:

• Flexible remote work schedule.
• Paid sick leave and vacation days.
• All necessary equipment provided as needed.
• Opportunities to participate in internal company events, open discussions, product meetups, and training sessions on soft skills development.

• A supportive work environment with no micromanagement or rigid hierarchy—quick decision-making is our style.
   

  If you’re ready to bring your expertise to a dynamic and growing team, join us and be a part of our exciting journey.