ICONIC21
Technical Support Engineer
- Compensation
- Not disclosed
- Location
- Remote UA
- Work setup
- Remote
- Seniority
- Not specified
- Employment
- Full time
- Experience
- Not specified
- Category
- It support
- Posted
Skills
Must have
- 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 w
- 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
Full description
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.