About the Position

ICONIC21 is a premier provider of live dealer and casino games, delivering a diverse and immersive portfolio for global markets. We create high-quality gaming experiences focused on innovation, reliability, and strong visual appeal. What sets ICONIC21 apart is our commitment to branded, tailor-made solutions. We develop dedicated studios, custom games, and promotional tools that align with each partner’s brand and business goals, enabling operators to stand out in a competitive landscape.

We are currently seeking a Technical Support Engineer to join our team. This role is remote and based in Ukraine.

Responsibilities

Investigating production issues in collaboration with development teams.
Applying configuration changes based on customer requests.
Utilizing modern logging and monitoring tools.
Communicating with the client’s customer support via chat and email.
Drafting clear, professional written responses to B2B partners (operators/aggregators) explaining technical findings, root causes, and recommended resolutions.
Tracking production incidents and suggesting improvements.
Reviewing game rules and mechanics to determine whether a reported round or payout was processed correctly.
Collaborating with the client’s customer support team.
Working closely with development and QA teams.
Troubleshooting web applications using tools like Grafana.
Managing defects through the operational workflow.
Handling configuration changes.

Requirements

Experience in troubleshooting web applications.
Ability to read and parse structured log data (JSON) and identify relevant events within large, noisy log files.
Understanding of REST API concepts (status codes, request/response bodies, timeouts, retries) to diagnose integration issues between systems (e.g., bet/win/cancel flows between provider and operator wallets).
Familiarity with monitoring tools such as Grafana, Kibana, or similar.
Strong communication skills.
Upper-intermediate level of English.

Nice to Have

Experience with Bash, Python, Postman, SQL, Jira.
Experience with both frontend and backend troubleshooting.
Strong analytical and problem-solving skills.
A self-starter who can work independently.
Familiarity with iGaming game mechanics (rules logic) or willingness to learn them in depth.
Experience with regex or lightweight scripting for filtering/extracting data from large log dumps.
Experience with BI/reporting tools for pulling round-level data.
Familiarity with gRPC/WebSocket-based real-time systems is a plus, since much of the client-side telemetry in this domain streams over these protocols rather than plain REST.

We Offer

21 working days of paid annual leave to support work-life balance.
15 paid, documented sick leave days per year.
5 flexible days per year for personal needs.
Flexible work format: a comfortable office in Kyiv or Bucharest, or the option to work remotely.
A professional and supportive team with strong expertise and a collaborative culture.
Opportunities for professional growth and development within an international and fast-growing company.

About the Company

ICONIC21 is dedicated to providing high-quality gaming experiences and innovative solutions for the global gaming market. Our team is passionate about creating immersive and engaging gaming environments that elevate our partners' brands and enhance the overall gaming experience.

Technical Support Engineer

Job description