L2 Technical Support Engineer

RubyPlay is a place where passion meets competence. Since 2017, we’ve made more than 200 innovative games and built more than 100 strong partnerships globally!

Proud to be:

We are now growing our team and looking for driven professionals ready to build their careers in a strong, international studio with a product that’s making waves worldwide.

• Troubleshoot production issues (e.g., stuck sessions, broken rounds, game errors, API failures)
• Validate Big Win and round-related checks using back-office tools
• Monitor GCP/GKE clusters using Grafana and analyze logs to identify root causes
• Communicate with operators via Slack, Teams, and email — act as the technical point of contact for partners
• Manage Jira tickets: triage, classify, resolve, or escalate issues
• Configure operator settings (game activation, limits, jurisdictions, currencies)
• Test and validate API changes; represent the customer perspective when verifying endpoints
• Collaborate with DevOps, Backend, and Commercial teams on infrastructure, incidents, and integrations
• Create runbooks, how-to guides, and automation tools to reduce manual workload

• 1–3 years in L2 support, NOC, SOC, or IT operations

• Cloud: experience with any cloud platform (GCP is a plus); ability to navigate and query logs
• Infrastructure: basic understanding of system configurations and environment-level settings
• CI/CD: familiarity with GitLab or Jenkins (branches, merge requests, pipelines)
• Data formats: JSON, XML, YAML
• Web: solid understanding of HTTP, REST APIs, and webhooks
• Tools: Postman (collections/environments), browser developer tools
• AI tools: ability to use AI-assisted tools for troubleshooting, log analysis, and documentation
• Jira: experience managing and tracking tickets

• English: upper-intermediate written and intermediate spoken
• Ability to work with both technical and non-technical stakeholders
• Strong prioritization and decision-making skills under pressure
• Proactive, service-oriented mindset
Nice to have:
Grafana, SQL, basic Kubernetes knowledge, iGaming/gambling experience

Schedule
• 8-hour workday, Monday–Friday
• Flexible start time between 08:00–16:00 to support multiple time zones
• Occasional weekend shifts (compensated with time off during the week)
• On-call rotation (compensated, with a buddy system)