Junior Technical Support Engineer

ICONIC21 is a premier provider of live dealer and casino games, delivering a diverse and immersive portfolio for global markets. We create high-quality gaming experiences focused on innovation, reliability, and strong visual appeal. What sets ICONIC21 apart is our commitment to branded, tailor-made solutions. We develop dedicated studios, custom games, and promotional tools that align with each partner’s brand and business goals, enabling operators to stand out in a competitive landscape. Our portfolio covers live casino games, slot games, and virtual (RNG) products, all designed to maximize player engagement and long-term value. Every solution we deliver is built to elevate our partners’ brands and enhance the overall gaming experience. Work schedule: - Our support team is moving to 24/7 coverage for B2B partners. - This role involves a rotating shift schedule, which will include evening and night shifts, on-call duty for critical incidents, weekends, and public holidays. Responsibilities: - Investigating production issues in collaboration with development teams. - Applying configuration changes based on customer requests. - Utilizing modern logging and monitoring tools. - Communicating with the client’s customer support via chat and email. - Drafting clear, professional written responses to B2B partners (operators/aggregators) explaining technical findings, root causes, and recommended resolutions - Tracking production incidents and suggesting improvements. - Reviewing game rules and mechanics to determine whether a reported round or payout was processed correctly - Collaborating with the client’s customer support team. - Working closely with development and QA teams. - Troubleshooting web applications using tools like Grafana. - Managing defects through the operational workflow. - Handling configuration changes. Requirements: - Experience in troubleshooting web applications. - Ability to read and parse structured log data (JSON) and identify relevant events within large, noisy log files - Understanding of REST API concepts (status codes, request/response bodies, timeouts, retries) to diagnose integration issues between systems (e.g., bet/win/cancel flows between provider and operator wallets) - Familiarity with monitoring tools such as Grafana, Kibana, or similar. - Strong communication skills. - Upper-intermediate level of English. Nice to have: - Experience with Bash, Python, Postman, SQL, Jira. - Experience with both frontend and backend troubleshooting. - Strong analytical and problem-solving skills. - A self-starter who can work independently. - Familiarity with iGaming game mechanics (rules logic) or willingness to learn them in depth - Experience with regex or lightweight scripting for filtering/extracting data from large log dumps - Experience with BI/reporting tools for pulling round-level data - Familiarity with gRPC/WebSocket-based real-time systems is a plus, since much of the client-side telemetry in this domain streams over these protocols rather than plain REST We offer: - 21 working days of paid annual leave to support work—life balance. - 15 paid, documented sick leave days per year. - 5 flexible days per year for personal needs. - Flexible work format: a comfortable office in Kyiv or Bucharest, or the option to work remotely. - A professional and supportive team with strong expertise and a collaborative culture. - Opportunities for professional growth and development within an international and fast-growing company. Відгукнутись на вакансію