L2 Technical Support Engineer

L2 Technical Support Engineer

Department

Engineering Team

Employment Type

Full Time

Location

Kyiv (Remote)

Description

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!