Technical Support Officer (L2) - iGaming Industry

Why this role exists

We are looking for a Technical Support Engineer (L2) to bridge the gap between L1 Support and Developers. This role requires someone hands-on who can diagnose production issues, act as a reliable bridge between technical and non-technical teams, and provide outstanding support for our iGaming platform. You will play a key role in ensuring smooth operations by resolving issues, training colleagues, and continuously improving how support is delivered.

What you’ll do

• Own L2 incidents end-to-end: triage, reproduce, identify root causes, and resolve when possible; escalate to developers with clear reproduction steps, business impact, and suggested workarounds.

• Act as the bridge: translate business symptoms into technical signals for developers; explain technical issues and solutions in a clear, simple way for merchants and non-technical stakeholders.

• Support payment & external systems: liaise with payment gateways and third-party providers to confirm issues, validate system behavior, and ensure fast, accurate resolutions.

• Streamline support processes: create and maintain runbooks, macros, dashboards, and automations to reduce repeat tickets and make support faster and more effective.

• Train & support L1 teams: coach on troubleshooting steps, tools, and platform behavior; deliver short training sessions; keep documentation accurate and accessible.

• Critical issue management: identify high-priority incidents quickly, provide detailed context, and assist in resolution using system knowledge and existing resources.

• Shift-based operations: provide reliable coverage in a rotating shift environment, including evenings, weekends, and holidays when required.

What we’re looking for

• Experience: Minimum 2 years in technical support, IT helpdesk, or a similar role (preferably in iGaming, payments, or software platforms).

• Languages: Strong communication skills in English and French (written and spoken).

• Technical skills:
  • Understanding of APIs, system integrations, and application troubleshooting.

  • Familiarity with databases (SQL basics), logs interpretation, or monitoring tools.

  • Experience with payment systems, financial workflows, or SaaS platforms is a plus.

• Soft skills: Strong problem-solving, multitasking, and communication abilities; calm under pressure; customer-first mindset.

• Flexibility: Willingness to work in rotating shifts and adapt to dynamic operational needs.

Nice to have

• Experience in the iGaming industry or similar high-volume transactional platforms.

• Knowledge of monitoring/ticketing systems (e.g., Jira, Zendesk, Grafana).

• Basic scripting or automation experience (Python, Bash, or similar).

What we offer

• Opportunity to work with a global iGaming platform in a dynamic, fast-paced environment.

• Exposure to innovative technologies and real-world problem solving.

• Growth opportunities with continuous learning and development.

• Competitive salary and benefits.