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.