Level 3 IT Support Engineer

Soft2Bet is a leading company in the gaming industry, providing innovative solutions and services. We are looking for a Level 3 IT Support Engineer to join our Platform Operations team in Limassol, Cyprus.

• Assess issues and provide solutions for incidents and problems that cannot be handled by tier 1,2 • Manage incidents’ life cycle until they are fully resolved or provide a workaround solution, escalation to 4 level support where required • Periodically perform analysis to see if new problems need to be registered • Coordinate root cause analysis • Support hot-fix deployment process • Perform log level analysis • Take end-to-end ownership of customer technical issues, including initial troubleshooting, identification of root cause, issue resolution, and communication • Qualification/replication of the reported issue in an appropriate customer environment • Information gathering to ensure complete availability of details required for root cause analysis • Provision of technical resolution or problem workaround

• 2+ years of experience in IT • Strong HW/SW analytic, problem-solving and troubleshooting skills • Deep knowledge of HTML/CCS, HTTP(s) • Understanding of client-server architecture • Experience in bash/shell programming (nice to have) • Experience in SQL/KQL/JQL querying and managing data • Strong Debugging skills • Experience working with logging, monitoring, and alerting tools (e.g. ELK stack, Grafana, PagerDuty) • Ability to perform log level analysis • Structured and process-oriented • Self-learning ability, self-motivated and team player • Ambition to learn new systems, procedures, techniques in a short period of time • Experience with bug and issue tracking system (Jira preferred) • Ability to problem solve independently and multi-task • Understand of ITIL methods • Understand of Systems development life cycle • Pro-active, resourceful with high level of accuracy and attention to detail • Ability to meet strict deadlines and manage stress effectively • Strong communication and reporting skills • Experience in gambling/betting (nice to have)

• Learning and development opportunities and challenging tasks • Official employment in accordance with Cyprus and EU laws, family member registration • Relocation package (tickets, hotel for 2 weeks) • Office fitness corner • Language skills development and partial cost coverage for language classes • Birthday celebration present • 24 working days of annual vacation • Breakfasts and lunches in the office (partially paid by the company)

Soft2Bet is a leading iGaming company specializing in turnkey solutions for online casino and sportsbook software, managing over 5 iGaming brands. They provide innovative platforms and operate globally with a focus on innovation, diversity, and career growth in the gambling industry.[4][7]