L2 Support Engineer

Hi! We're excited to introduce you to Softsich! We are a young, fast-growing company making waves in the iGaming market. You have a great opportunity to join us as an L2 Support Engineer and grow together with us!

As an L2 Support Engineer, you will be the first and second line of defense in troubleshooting technical issues for our clients. You will provide timely responses, resolve incidents, and escalate complex issues when needed. Your role is crucial in maintaining high service quality and customer satisfaction.

Your key responsibilities will include:

• L2 Support: Handle escalations from L1, perform deeper troubleshooting, and coordinate with internal teams for resolution.
• Troubleshooting: Diagnose and resolve common software, application, and other issues.
• Incident Management: Log and track issues in the ticketing system (Jira Service Management) and ensure timely resolution.
• Documentation: Maintain knowledge base articles, FAQs, and troubleshooting guides.
• Collaboration: Work closely with the Development, DevOps and Security teams to resolve technical issues efficiently
• Monitoring & Reporting: Use monitoring tools to proactively identify system anomalies and potential issues.
• Customer Communication: Provide regular updates to customers regarding ticket status and resolution progress.

It’s a match if you have:

• 2+ years of experience in IT Support, Service Desk, or Technical Support roles in iGaming sphere.
• Strong understanding of SaaS applications, cloud technologies, and IT infrastructure.
• Hands-on experience with ticketing systems (e.g., Jira Service Management, Zendesk, etc).
• Strong understanding of web technologies, including HTTP, REST APIs, JSON, and browser debugging tools.
• Basic networking knowledge (TCP/IP, DNS, VPN, firewalls, etc.).
• Familiarity with Development and DevOps monitoring, logging, CI/CD tools and processes.
• Excellent troubleshooting and analytical skills.
• Strong customer service and communication skills.
• Ability to work in a fast-paced, high-pressure environment.
• Familiarity with cloud platforms (AWS, Azure, GCP) and DevOps tools is a plus.
• IT certifications (e.g., ITIL, CompTIA, Microsoft, AWS) are a plus.
• Speak Ukrainian or Russian (it is necessary to understand Ukrainian).

What we offer:

• A competitive salary.
• Remote work format or a modern office in Warsaw and/or Kyiv.
• Flexible working hours.
• An incredibly friendly team where everyone is ready to share knowledge, help, and support one another.
• 24 working days of paid annual vacation.
• Paid sick leave.
• Health insurance (available for specialists based in Ukraine; other countries — in progress).
• Conference and business travel expenses covered (only for roles where this is relevant – e.g., Marketing).
• Birthday greetings (because you matter!).
• Online and offline teambuilding events.
• Corporate celebrations.

Send your CV now to learn more! We’d be happy to have you on our team!