Solvero Group is a holding company that unites several businesses within one group and supports them through centralized HR, Legal, IT, and Finance services.

We are looking for a Technical Support Engineer (L2) to strengthen our technical operations and ensure the stability and reliability of our iGaming platforms.

This is a hands-on role focused on investigating technical incidents, resolving escalations from first-line support, and working closely with internal teams, clients, and partners to maintain seamless platform operations.

You will play a critical role in troubleshooting complex issues across platform integrations, payment systems, game providers, APIs, and back-office configurations, while contributing to faster incident resolution and improved service quality.

The position offers strong ownership and the opportunity to work at the intersection of operations, technology, and product in a fast-paced iGaming environment.

Responsibilities

• Handle technical escalations from L1 support and provide timely resolution of platform-related issues.
• Investigate incidents using logs, monitoring tools, dashboards, and internal documentation.
• Analyze issues related to APIs, payment integrations, game providers, back-office systems, and client configurations.
• Assess incident severity, impact, and urgency while ensuring proper prioritization according to SLA requirements.
• Escalate complex technical issues to Development or DevOps teams with clear and structured technical context.
• Communicate effectively with L1 support teams, clients, partners, and internal technical stakeholders.
• Maintain and manage incident tickets in Jira Service Management or similar ticketing systems.
• Contribute to knowledge base documentation and incident playbooks in Confluence or similar tools.
• Use AI-powered tools such as ChatGPT, Claude, Copilot, or similar solutions for troubleshooting, technical research, and process improvement.
• Support incident management processes and contribute to service reliability improvements.

Requirements

• 1+ year of experience in Technical Support, Application Support, or Platform Support.
• Hands-on experience working with logs, monitoring systems, dashboards, or error tracking tools such as Sentry, Grafana, Kibana, Loki, or similar tools.
• Basic understanding of APIs, HTTP requests/responses, status codes, and error handling.
• Strong troubleshooting, analytical, and investigation skills.
  Experience working with ticketing systems, preferably Jira Service Management.
• Understanding of incident management, priorities, SLAs, and escalation workflows.
• Hands-on experience using AI tools for troubleshooting, technical research, or documentation.
• Basic SQL knowledge for data investigation and issue analysis.
• Basic Linux/Unix command-line knowledge.
• Experience with Confluence or similar knowledge base tools.
• Experience in the iGaming industry will be considered a strong advantage.
• Proficient in English (both written and spoken),Russian would be a plus
• Ability to communicate clearly with both technical and non-technical stakeholders.