L2 Technical Support Engineer

Stack

Responsibilities

• ▹Troubleshoot production issues such as stuck sessions, broken rounds, game errors and API failures
• ▹Validate Big Win and round-related checks using back-office tools
• ▹Monitor GCP/GKE clusters using Grafana and analyze logs to identify root causes
• ▹Communicate with operators via Slack, Teams and email as the technical point of contact
• ▹Manage Jira tickets: triage, classify, resolve or escalate issues
• ▹Configure operator settings such as game activation, limits, jurisdictions and currencies
• ▹Test and validate API changes from a customer perspective
• ▹Collaborate with DevOps, Backend and Commercial teams on infrastructure, incidents and integrations
• ▹Create runbooks, how-to guides and automation tools to reduce manual workload

Requirements

• ▹1-3 years of experience in L2 support, NOC, SOC or IT operations
• ▹Experience with any cloud platform (GCP is a plus) and ability to navigate and query logs
• ▹Basic understanding of system configurations and environment-level settings
• ▹Familiarity with GitLab or Jenkins (branches, merge requests, pipelines)
• ▹Comfortable with JSON, XML and YAML data formats
• ▹Solid understanding of HTTP, REST APIs and webhooks
• ▹Experience with Postman and browser developer tools
• ▹Ability to use AI-assisted tools for troubleshooting, log analysis and documentation
• ▹Experience managing and tracking tickets in Jira
• ▹English: upper-intermediate written, intermediate spoken
• ▹Strong prioritization and decision-making skills under pressure
• ▹Proactive, service-oriented mindset

Nice to have

• ▹Grafana, SQL and basic Kubernetes knowledge
• ▹iGaming/gambling industry experience

Soft skills

What we offer

• ▹Remote-first flexibility
• ▹Learning & growth budgets and dedicated upskilling days
• ▹Medical coverage and well-being budget
• ▹Yearly performance-based bonus
• ▹Vertical and horizontal career growth opportunities
• ▹Global, diverse team
• ▹Flexible start time (08:00-16:00) and compensated on-call rotation with buddy system

About the company

RubyPlay is an iGaming studio founded in 2017 that has released 200+ games and built 100+ partnerships across 10+ global markets, with a team from 34 countries.