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: The Winner at BFTH Arena Awards — Best Online Casino Game Shortlisted for SBC Awards 2024 — Casino/Slots Developer of the Year A strong player on 10+ markets globally Beloved workplace for hundreds of specialists from 34 countries 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. Here’s How You’ll Make an Impact: • 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 What Makes You A Strong Candidate: • 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) Why You’ll Love It Here: Remote-first flexibility — Work from anywhere with a setup for deep focus and work-life balance Learning & growth — Development budgets and dedicated days to upskill and explore new areas Health & wellness — Medical coverage and well-being budgets to help you feel balanced, strong, and supported Yearly bonus — Rewards based on company success and your impact Career growth — Vertical and horizontal opportunities to grow and advance Global team — Talented, diverse colleagues you’ll enjoy working with Interested in becoming a RubyPlayer and making a mark in the iGaming world? Join us!