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Support Engineer (L2) ","technical-support-engineer-l2-2","Moka","Full-time","On-site","41,000 – 50,000",{"@type":49,"@id":50,"name":51,"slug":52},"JobCategory","\u002Fapi\u002F.well-known\u002Fgenid\u002F900b308f10c400989c89","ICT \u002F IT \u002F Web","information-technology","Posted Nov 5, 2026","Closing 05\u002F12\u002F2026",{"@type":56,"@id":57,"id":58,"name":59,"slug":60},"JobCompany","\u002Fapi\u002F.well-known\u002Fgenid\u002Fb94062a6b89c276a6a96",722,"YA Technologies Ltd","ya-technologies-ltd",[62,66,69,72],{"@type":63,"@id":64,"label":65},"JobTag","\u002Fapi\u002F.well-known\u002Fgenid\u002F7131f7205b7263ad563c","Technical Support",{"@type":63,"@id":67,"label":68},"\u002Fapi\u002F.well-known\u002Fgenid\u002F0b8936713195db497333","It Support",{"@type":63,"@id":70,"label":71},"\u002Fapi\u002F.well-known\u002Fgenid\u002F34f0ee9119da7cd6c366","L2 Support",{"@type":63,"@id":73,"label":74},"\u002Fapi\u002F.well-known\u002Fgenid\u002F8de7020f3dd7057eb2e8","Technical Assistance","\u003Ch3 class=\"text-text-100 mt-3 -mb-1 text-[1.125rem] font-bold\">About the Role\u003C\u002Fh3>\u003Cp class=\"font-claude-response-body break-words whitespace-normal\">Our L1 support team catches the noise. Our developers build the fixes. You're the person who sits between them — diagnosing what's actually broken, deciding what needs an engineer and what doesn't, and making sure nothing falls through the cracks in between.\u003C\u002Fp>\u003Cp class=\"font-claude-response-body break-words whitespace-normal\">This is a technical, hands-on role for someone who's genuinely curious about \u003Cem>why\u003C\u002Fem> things break — not just someone who reads scripts. You'll work directly with production incidents on a high-volume iGaming platform, where downtime costs money by the minute and clarity under pressure matters more than perfect answers.\u003C\u002Fp>\u003Ch3 class=\"text-text-100 mt-3 -mb-1 text-[1.125rem] font-bold\">What You'll Actually Be Doing\u003C\u002Fh3>\u003Cp class=\"font-claude-response-body break-words whitespace-normal\">\u003Cstrong>Own incidents, not just tickets\u003C\u002Fstrong>\u003Cbr>\nTake L2 escalations from triage through to resolution. Reproduce the issue, dig into logs, find the root cause, and fix what you can yourself. When something needs a developer, hand it off with a clear reproduction path, the business impact, and — where possible — a workaround that keeps the merchant moving in the meantime.\u003C\u002Fp>\u003Cp class=\"font-claude-response-body break-words whitespace-normal\">\u003Cstrong>Be the translator\u003C\u002Fstrong>\u003Cbr>\nYou'll sit in the gap between people who think in stack traces and people who think in \"why isn't money showing up.\" Turn vague symptoms into technical detail engineers can act on, and turn engineering explanations into something a merchant can actually use.\u003C\u002Fp>\u003Cp class=\"font-claude-response-body break-words whitespace-normal\">\u003Cstrong>Work the payment layer\u003C\u002Fstrong>\u003Cbr>\nLiaise directly with payment gateways and third-party providers to confirm where an issue actually lives — is it us, is it them, or is it the connection between the two? Validate behavior, chase resolutions, and don't let a ticket sit in limbo between vendors.\u003C\u002Fp>\u003Cp class=\"font-claude-response-body break-words whitespace-normal\">\u003Cstrong>Make support better, not just faster\u003C\u002Fstrong>\u003Cbr>\nBuild the runbooks, macros, dashboards, and light automations that stop the same ticket from landing on someone's desk five times a week. If you're solving the same problem twice, that's a signal to fix the process, not just the ticket.\u003C\u002Fp>\u003Cp class=\"font-claude-response-body break-words whitespace-normal\">\u003Cstrong>Level up the L1 team\u003C\u002Fstrong>\u003Cbr>\nCoach L1 on troubleshooting technique, tools, and how the platform actually behaves — not just what the script says to do. Run short, practical training sessions. Keep documentation something people actually want to read.\u003C\u002Fp>\u003Cp class=\"font-claude-response-body break-words whitespace-normal\">\u003Cstrong>Handle the critical stuff calmly\u003C\u002Fstrong>\u003Cbr>\nSpot high-severity incidents early, give stakeholders the context they need fast, and use your platform knowledge to move resolution along — even when things are noisy and everyone wants an answer five minutes ago.\u003C\u002Fp>\u003Cp class=\"font-claude-response-body break-words whitespace-normal\">\u003Cstrong>Show up for the shift\u003C\u002Fstrong>\u003Cbr>\nThis is a rotating-shift role, including evenings, weekends, and holidays. Platforms that run 24\u002F7 need coverage that runs 24\u002F7.\u003C\u002Fp>\u003Ch3 class=\"text-text-100 mt-3 -mb-1 text-[1.125rem] font-bold\">What You Bring\u003C\u002Fh3>\u003Cul class=\"[li_&]:mb-0 [li_&]:mt-1 [li_&]:gap-1 [&:not(:last-child)_ul]:pb-1 [&:not(:last-child)_ol]:pb-1 list-disc flex flex-col gap-1 pl-8 mb-3\">\n\u003Cli class=\"font-claude-response-body whitespace-normal break-words pl-2\">\u003Cstrong>2+ years\u003C\u002Fstrong> in technical support, IT helpdesk, or similar — ideally in iGaming, payments, or software platforms\u003C\u002Fli>\n\u003Cli class=\"font-claude-response-body whitespace-normal break-words pl-2\">\u003Cstrong>Fluent English;\u003C\u002Fstrong> written and spoken — you'll need both for merchants, vendors, and internal teams\u003C\u002Fli>\n\u003Cli class=\"font-claude-response-body whitespace-normal break-words pl-2\">\u003Cstrong>Technical grounding\u003C\u002Fstrong>: comfortable with APIs and system integrations, can read logs and troubleshoot application-level issues, know your way around basic SQL\u003C\u002Fli>\n\u003Cli class=\"font-claude-response-body whitespace-normal break-words pl-2\">Bonus if you've worked with \u003Cstrong>payment systems, financial workflows, or SaaS platforms\u003C\u002Fstrong>\u003C\u002Fli>\n\u003Cli class=\"font-claude-response-body whitespace-normal break-words pl-2\">\u003Cstrong>Calm, clear communication\u003C\u002Fstrong> — you can hold a conversation with an anxious merchant and a skeptical developer in the same hour and make sense to both\u003C\u002Fli>\n\u003Cli class=\"font-claude-response-body whitespace-normal break-words pl-2\">\u003Cstrong>Comfortable in the fire\u003C\u002Fstrong> — production issues rarely arrive at convenient times, and you don't rattle easily\u003C\u002Fli>\n\u003Cli class=\"font-claude-response-body whitespace-normal break-words pl-2\">\u003Cstrong>Flexible with shift work\u003C\u002Fstrong>, including evenings, weekends, and holidays\u003C\u002Fli>\n\u003C\u002Ful>\u003Ch3 class=\"text-text-100 mt-3 -mb-1 text-[1.125rem] font-bold\">Nice to Have\u003C\u002Fh3>\u003Cul class=\"[li_&]:mb-0 [li_&]:mt-1 [li_&]:gap-1 [&:not(:last-child)_ul]:pb-1 [&:not(:last-child)_ol]:pb-1 list-disc flex flex-col gap-1 pl-8 mb-3\">\n\u003Cli class=\"font-claude-response-body whitespace-normal break-words pl-2\">Background in iGaming or another high-volume, transactional industry\u003C\u002Fli>\n\u003Cli class=\"font-claude-response-body whitespace-normal break-words pl-2\">Experience with ticketing\u002Fmonitoring tools like Clicku-up, Slack ect\u003C\u002Fli>\n\u003Cli class=\"font-claude-response-body whitespace-normal break-words pl-2\">Basic scripting or automation skills (Python, Bash, or similar) — if you've ever written something to stop doing a task by hand, we want to hear about it\u003C\u002Fli>\n\u003C\u002Ful>\u003Ch3 class=\"text-text-100 mt-3 -mb-1 text-[1.125rem] font-bold\">What You'll 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