3rd Line Support

2 weeks ago

Bucharest, Bucureşti, Romania Happening Full time €40,000 - €80,000 per year

As our gaming platform continues to scale across multiple jurisdictions and markets, we are looking for a motivated
3rd Line Support
to join our growing technical operations team. This role is crucial in ensuring our product and engineering teams can stay focused on high-value work while you take ownership of day-to-day operational support and light engineering tasks. You'll work closely with product owners, integration teams, and engineers to handle production queries, troubleshoot live issues, and perform small but critical product changes. This is an excellent opportunity for someone from a 2nd line support background looking to grow into a technical role.

What you'll be doing:

  • First Line of Contact: Monitor internal support channels (e.g., Slack) and act as the first responder for product and technical support queries.
  • Gaming Integrations Support: Assist with the onboarding, configuration, and maintenance of gaming integrations, including reverse integrations across new jurisdictions.
  • Production Issue Investigation: Investigate and resolve production incidents using available monitoring, logging, and tracing tools.
  • REST API Operations: Use internal APIs to perform CRUD operations and support customer and product requests (e.g., updating lobbies, enabling features).
  • Operational Excellence: Support product owners with data inquiries, credential management, and low-level product configuration.
  • Monitoring & Debugging: Utilise tools such as OpenSearch, Grafana, Kubernetes dashboards (k9s/kubectl), and Kafka for troubleshooting and analysis.
  • Proactive Knowledge Building: Take initiative to understand system architecture and contribute towards improving support processes.

What we are looking for:

  • Experience in a 2nd / 3rd line technical support role, preferably in a SaaS or online gaming environment.
  • An understanding of REST APIs and confidence in using tools like Postman or CLI tools (e.g., curl).
  • Comfortable working in Linux/Unix environments and familiar with basic shell commands (grep, awk, SSH, etc.).
  • Ability to troubleshoot production issues using logs, traces, and metrics.
  • Strong communication skills with the ability to collaborate across multiple teams.
  • A natural problem solver with a proactive mindset, unafraid to take ownership and dig into unfamiliar systems.
  • Based in Bucharest as this positions will require hybrid work

Bonus points for:

  • Experience with OpenSearch, Grafana, Kafka, and Kubernetes.
  • Familiarity with microservices architecture and production systems monitoring.
  • Exposure to gaming platforms or online betting systems.

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