L2 Support Engineer

L2 Support Engineer EveryMatrix is a leading B2B SaaS provider delivering iGaming software, content and services. We provide casino, sports betting, platform and payments, and affiliate management to 300 customers worldwide. But that's not all! We're not just about numbers, we're about people . With a team of over 1400 passionate individuals spread across twelve countries in Europe and Asia, we're all united by our love for innovation and teamwork. Join us on this exciting journey as we continue to redefine the iGaming landscape, one groundbreaking solution at a time. We are looking for a dedicated L2 Support Engineer to join our team in Bucharest, Romania! About the job: The L2 Application Support Engineer is responsible for monitoring, troubleshooting, and resolving application and API-related issues to ensure system stability and performance. The role involves analyzing logs and system metrics, supporting releases and deployments, collaborating with cross-functional teams, and contributing to continuous improvements in application monitoring and support processes. What You'll get to do: Provide Level 2 application support by triaging, investigating, and resolving incidents related to REST APIs, backend services, application failures, system outages, and performance degradation. Analyze application logs, system configurations, Grafana dashboards, and performance metrics to identify root causes and implement effective solutions or workarounds. Execute database queries to validate data integrity, troubleshoot application issues, and support incident resolution activities. Collaborate closely with Product Development, QA, and Release Management teams to understand upcoming releases, support deployments, test hotfixes, and contribute to root cause analysis. Monitor application health, system stability, and business-critical processes while proactively identifying risks and improvement opportunities. Design, build, and enhance Grafana dashboards and monitoring capabilities to improve observability and incident detection. Participate in application patching, deployment activities, and post-release validations. Create and maintain knowledge base articles, operational documentation, troubleshooting guides, and standard operating procedures to support continuous improvement and knowledge sharing. What we’re looking for: Minimum 2 years of experience in Application Support, Production Support, Technical Support, or a similar role. Hands-on experience troubleshooting web applications, backend systems, and REST APIs in a production environment. Strong experience working with relational databases and writing SQL queries for analysis, troubleshooting, and data validation. Understanding of application monitoring and observability tools, preferably Grafana. Experience analyzing logs, performance metrics, and system health indicators to identify and resolve issues. Knowledge of incident management, root cause analysis, and problem-solving methodologies. Familiarity with software release processes, deployments, hotfix testing, and production support activities. Strong collaboration and communication skills with the ability to work effectively across Engineering, QA, and Product teams. Experience creating technical documentation, knowledge articles, and operational procedures. Nice to have: Exposure to NoSQL databases, automation initiatives, cloud environments, and modern monitoring ecosystems. Ability to work in a fast-paced environment, manage competing priorities, and maintain a high level of customer and service focus. Here's what we offer: Start with 22 days of annual leave, with 2 additional days added each year, up to 32 days by your fifth year with us. Hybrid work schedule is available after the first three months of employment, with up to 50 days of work from home per year. Benefit from two Free Fridays each year, limited to one per quarter. 3 sick leave days per year, no doctor's note required. Daily catered lunch or monthly lunch allowance. Private Medical Subscription. Access online learning platforms like Udemy for Business and LinkedIn Learning, and a budget for external training. Access to an Employee Assistance Program through TELUS Health. Our office perks include parking, on-site massages, and frequent team-building activities in various locations. And did we mention our amazing office space complete with its own pool and gym? At EveryMatrix, we're committed to creating a supportive and inclusive workplace where you can thrive both personally and professionally. Come join us and experience the difference! EveryMatrix is a member of the World Lottery Association (WLA) and European Lotteries Association. In September 2023 it became the first iGaming supplier to receive WLA Safer Gambling Certification. EveryMatrix is proud of its commitment to safer gambling and player protection whilst producing market leading gaming solutions. Department OddsMatrix Role Customer Support Locations Bucharest Remote status Hybrid Bucharest