Tier 2 Support Engineer
Description
As a Tier 2 Support Engineer, you will play a crucial role in delivering flawless technical support to our operators and partners, ensuring outstanding customer happiness. This role is vital to our mission of providing world-class gaming experiences and maintaining the high standards our players have come to expect. Joining our ambitious team means you'll be part of a dynamic environment where innovation and collaboration drive success. If you're determined to make an impact and thrive in a fast-paced setting, this opportunity is for you!
Responsibilities
- Deliver Tier 2 technical assistance to operators and partners through Zendesk and emails by diagnosing and fixing production problems.
- Analyze symptoms, logs, alerts, and system behavior to identify and address issues.
- Set up and configure production and pre-production systems, working closely with DevOps and development teams.
- Collaborate with operations and product teams for seamless product rollout.
- Investigate issues related to video broadcasting technologies.
- Monitor systems and respond to alerts promptly.
- Build, update, and maintain technical documentation and runbooks.
- Advance complex or unresolved issues to Engineering/DevOps with clear technical context and evidence.
- Perform basic database-level analysis.
- Analyze logs and troubleshoot production issues in real-time systems.
Requirements
- Proven experience in Tier 2/L2 technical support within software, SaaS, gaming, or multi-discipline systems.
- Solid understanding of computer networks and configurations (TCP/IP, ports, protocols).
- Experience working with Linux-based systems.
- Familiarity with ticketing systems and operational dashboards.
- Experience with Confluence/Jira.
- Experience with monitoring and alerting tools (Grafana, Prometheus) is a strong advantage.
- Basic DevOps exposure and experience with automation or scripting.
- Understanding of incident management and settings where service level agreements guide processes.
- Strong problem-solving mentality, focusing on root causes.
- Ability to work calmly and methodically under pressure during live incidents.
- Clear, structured written communication with both technical and non-technical collaborators.
- Strong ownership approach, taking responsibility from investigation through resolution.
- Ability to prioritize tasks and make decisions.
- Team-oriented approach with effective collaboration across Support, Engineering, and Operations.
Benefits
- Robust benefits package
- Global career opportunities