L1/L2 Support Specialist
Primary stack
Nice to have's
Job description
About the Position
We are looking for an L1/L2 Support Specialist to join our team under the Team Lead Service Desk. This role is responsible for real-time monitoring and first-line incident response in a 24/7 shift model to maintain platform stability.
Responsibilities
- Monitoring & Detection: Continuously monitor system health via Grafana/Zabbix; identify anomalies and catch critical alerts.
- Triage & Response: Assess incident severity/impact, execute initial runbook actions, and escalate to L2/L3 teams when needed.
- Ticket Management: Create, update, and track incident tickets (Jira) with accurate timestamps and descriptions throughout their lifecycle.
- Runbook Execution: Perform standard operations (restarts, validation checks) and report any documentation gaps.
- Communication & Handover: Provide real-time updates in incident channels and ensure smooth shift handovers.
Requirements
Hard Skills
- 1-2+ years of experience in Tech Support, NOC, or Production Support.
- Strong understanding of the incident lifecycle (Detection Triage, Escalation, Closure).
- Hands-on experience with monitoring tools (Grafana, Zabbix, New Relic) and ticketing systems (Jira SM).
- Basic understanding of Web applications, APIs, logs, metrics, and cloud infrastructure.
Soft Skills
- Strict execution discipline and high attention to detail.
- Clear, concise communication and stress resilience during high-severity incidents.
- Full readiness for a 24/7 shift schedule (including nights, weekends, and holidays).
Nice to Have
- Experience in high-load environments (FinTech, Gaming, SaaS).
- Familiarity with alerting tools (PagerDuty / Opsgenie).
- Basic understanding of AWS / Kubernetes.
We Offer
- Flexible work setup - work remotely or from the office, we focus on results, not location.
- Support for a comfortable work environment - we compensate coworking expenses and EcoFlow power stations to help our team stay productive during power outages in Ukraine.
- Unlimited vacation and sick leave, because we trust our people to manage their time responsibly.
- Relocation support for team members who want to move.
- Regular performance-based bonuses that reward individual and team impact.
- Learning support - we cover 50% of professional courses and development programs.
- Language & wellbeing support - we cover 50% of English classes and psychological consultations.
- Career growth opportunities - we prioritize internal promotions and development.
- Team culture that actually feels like one - regular gifts, company merch, and team events throughout the year.
- Real impact - we are small enough for every voice to be heard and big enough to turn great ideas into action quickly.
About the Company
Join our team as an L1/L2 Support Specialist for real-time monitoring and incident response in a 24/7 shift model.
© TrueLabel. This job description was sourced from the employer's public career page. TheJob is not the employer — we index the posting and route candidates to the source. All content rights and hiring decisions belong to the employer.
TrueLabel — is an international B2B company providing high class software solutions and products for the iGaming industry. Our proprietary online platform is the solid base for boutique services that we provide to our customers.TrueLabel was created in 2017 by professionals, experienced in marketing, software, and game design. Today, we are a team of 200+ experts, converting bold ideas into reality and empowering our clients and colleagues to achieve more and better. We are international and diverse, and we value the variety of ideas coming from different departments and corners of the world, we can all collectively add and share our expertise with each other — the best way to create a high-quality product. We are here to push the boundaries, and we love doing it in a creative and relaxed style.Our key product is hosted in a cloud environment high-load B2B platform providing its customers a complete software solution to operate entertainment web sites and manage the cashflow between consumers and content providers. The platform brings together the advanced user acquisition and data management tools with the ultimate casino technology, and a diverse set of supported API extensions.Biggest projects are focused on Western and Northern Europe, Indian, Australian, North and Latin America markets, consistently showing strong popularity among customers.
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