We are looking for an L2 Support Specialist to join our iGaming Operations Support team. Our team is responsible for resolving technical and operational issues related to online casino operations, sports books, payments, bonus mechanics, and the iGaming platform as a whole. L2 Support serves as the second line of support, handling complex requests from operators, conducting troubleshooting and diagnostics, and collaborating with game and payment providers as well as internal teams (Payments, Risk, Product, Development, QA, and Core). We are seeking a candidate who doesn’t simply pass tasks along, but takes full ownership of each request: independently analyzing the problem, identifying potential root causes, finding solutions or the appropriate escalation paths, and seeing each case through to final resolution.
⚙️ Your Tasks:
1+ years of experience in iGaming in an L1+/L2 Support, Technical Support, or Operations Support role;
Experience in related domains (payments, SaaS, technical support) is a plus;
Understanding of core online casino and/or sportsbook operations;
Understanding of key iGaming mechanics: betting, game rounds, bonuses, Free Spins, promotions, and transactions;
Basic understanding of payment flows: PSPs, deposits, withdrawals, transaction statuses, and KYC;
Hands-on experience with Jira, Confluence, and admin panels (Backoffice);
Ability to analyze information, work with system logs, and navigate technical documentation;
Strong Root Cause Analysis (RCA) skills and the ability to define clear action steps toward resolution;
Intermediate English level (B1+) or higher (written communication with providers, documentation, Jira, and Confluence);
Understanding of Incident Management principles, SLAs, ticket prioritization, and escalation paths;
High attention to detail, analytical mindset, autonomy, and proven multitasking skills;
Strong communication skills and an accountable, solution-driven approach to resolving tickets.
👤 Our Criteria:
Handling and analyzing technical and operational requests from operators and L1 support;
Troubleshooting issues and identifying potential causes;
Verifying game rounds, bets, winnings, and payout accuracy (Bet Check / Win Check);
Diagnosing issues with game sessions, bonus rounds, Free Spins, and game provider performance;
Checking statuses and settlement accuracy for sports bets, refunds, and freebets;
Investigating issues with deposits, withdrawals, payment methods, and cashier functionality;
Verifying the crediting of bonuses, cashback, loyalty rewards, tournaments, and promotional campaigns;
Diagnosing platform-level technical issues: registration, login/authentication, user profile, UI, and site availability;
Working within the Backoffice: reviewing transaction logs, game sessions, player balances, and user activity;
Pinpointing technical issues, conducting initial root cause analysis (RCA), creating bug reports, and collaborating with Development, QA, Product, Payments, and other teams;
Tracking task execution in Jira, handling timely escalations, and retesting implemented fixes;
Managing escalated issues through to full resolution: following up with internal teams, monitoring progress, and relaying up-to-date information to operators;
Proactively communicating with operators: sharing status updates, next steps, and expected resolution times (ETAs);
Guiding tickets end-to-end to full resolution in compliance with internal SLAs and quality standards.
💪 Nice to have:
Experience liaising with game and payment providers (Pragmatic Play, Evolution, BGaming, etc.);
Understanding of RGS (Remote Gaming Server) principles and game provider integrations;
Basic knowledge of APIs, HTTP requests, Postman, or SQL;
Experience handling technical incidents and bug tracking;
Experience supporting multi-brand iGaming projects;
Hands-on experience with gamification platforms and bonus engines (e.g., Smartico).
💼 Our Offer:
Flexible work setup — work re
