L1 Support Engineer

About the Position

We are looking for an L1 Support Engineer to join our Customer Support team. This role is fully remote, covering Ukraine and Europe.

About the Company & Product

We are a rapidly growing product company entering the global gaming entertainment market. Our mission is to bring innovative business solutions to the iGaming industry by building cutting-edge technology products. Our core product is a SaaS gaming platform with 200+ microservices that powers a seamless gaming experience for millions of users worldwide. The platform provides a full suite of iGaming solutions, including game management, payments, analytics, CRM, and more.

Meet Your Future Team

We have an open management culture where leaders share a clear product vision rather than simply assigning tasks. We believe people do their best work when they understand where the team is going and why their contribution matters. Initiative is always welcome, and everyone is encouraged to share ideas, suggest improvements, and influence how things are built.

What the L1 Team Does

The L1 team works with two main streams:

Monitoring and Alerting

• Responding to automated alerts based on business metrics and technical indicators: service or database failures/degradation, traffic anomalies, etc.
• L1 verifies alerts using runbooks, filters out false positives, and determines impact and severity according to the Incident Qualification Matrix.

Client Requests

• Handling requests from B2B client teams through chats and Jira Service Management.
• L1 receives the request, qualifies the issue, reproduces the scenario if necessary, and ensures transparent communication with the customer throughout the entire incident lifecycle.

Responsibilities

Incident Response

• Verifying alerts according to runbooks: checking predefined dashboards, logs, and traces to confirm an incident.
• Classifying incidents according to the Incident Qualification Matrix: determining severity based on impact on business functions, analyzing predefined metrics and logs from runbooks.

Coordinating Incident Response

• Involving specialists when needed, communicating with stakeholders, and managing the incident in Jira.

Handling Client Requests

• Qualifying issues from B2B clients, providing structured communication, reproducing issues, and preparing a formalized problem description for handoff to development/SRE teams.

Product Immersion and Proactive Diagnostics

• Understanding the product’s business logic deeply enough to communicate effectively with B2B client teams and assess incident impact more accurately.
• Understanding what components exist, how they are configured, and how they interact in order to identify anomalies not covered by runbooks and assess their importance correctly.
• Independently navigating monitoring and logging tools - understanding where to look for the necessary information without step-by-step instructions, with proactive learning as part of day-to-day work.

Requirements

• At least 1 year of experience in technical support (L1/L2), NOC, or a similar operational role.
• Grafana / Prometheus (or equivalents) - ability to read dashboards and perform basic metric analysis.
• Google Cloud Logging (or equivalents) - searching and filtering logs.
• Jira, Jira Service Management, Confluence - as everyday working tools.
• Experience working with runbooks and incident response procedures.
• Experience communicating with customers or users during incidents: structured, clear, and to the point.
• Ability to remain professional in stressful situations.

Nice to Have

• Experience in iGaming, online casino, betting, or adjacent high-load technology domains such as fintech, adtech, or telecom.
• PagerDuty or similar alerting and on-call platforms.
• Sentry or similar error tracking tools.
• Basic understanding of cloud infrastructure (GCP, AWS, or Azure).
• Basic understanding of microservice architecture: what a microservice is, interaction via API, message brokers.

We Offer

• Flexible schedule: work from home, the office, or hybrid;
• Extra day off for your birthday: take a break any day within the month;
• Competitive compensation that matches your skills;
• Medical insurance (in Ukraine) and health support;
• 20 paid vacation days + 15 unpaid vacation days;
• 22 sick leave days, including mental health days;
• Gifts and support for life’s key moments (wedding, childbirth, kindergarten);
• Company-provided equipment based on your preferences.

We care about your comfort and help you maintain work-life balance!

What’s Next?

• HR interview
• Technical interview
• Background Check
• If it’s a match – Offer

Feel like this is the right fit? Send your resume - we’re waiting for you!

Apply for this Job

indicates a required field