On behalf of our client, we are looking for an Technical Support Engineer:
Level: medior
Type of employment: full time
Location: Belgrade, Serbia
Model of work: fully remote
Selection process:
The Opportunity:
Our client is an Austrian company that has been operating for over 15 years. They have a wide range of services and one of them is brokering real-time information between service providers and end-users, empowering operators to conquer the iGaming world and suppliers to distribute their content efficiently.
They deliver innovative iGaming products such as content, bonus engine, CRM, platform and frontend applications. Company needs your communication and development skills to maintain highest product and software standards by delivering clients projects in quality, budget, and timely fashion.
As a Technical Support Engineer, you will play a critical role in ensuring the stability, performance and reliability of our iGaming platform - a large-scale, distributed system built primarily in PHP, Go and MySQL. You will act as the escalation point, performing deeper investigation of incidents, analyzing service behavior, validating data and identifying the underlying causes of application or operational issues.
This position requires strong analytical skills and the ability to troubleshoot backend systems, understand service interactions, interpret logs and metrics and collaborate closely with engineering, DevOps, QA, and product teams. You will help maintain seamless operator and player experiences across sportsbook, casino, payments and integrations.
Benefits:
What this company can offer you is an active community and positive atmosphere.
When it comes to work-life balance, you can expect:
Private health insurance
Equipment provided for fully remote
Individual benefits of your choice aligned with your interests
What we can tell you is that if you become an employee of this company, you will never regret it, apply, and see for yourself.
Key Job Responsibilities:
Integration & Technical Responsibilities
- Configure and validate platform modules (e.g., player accounts, bonus systems, game providers, risk rules) according to client needs.
- Review API requests/responses, debug issues using logs and monitoring tools, and assist with basic platform setup tasks.
- Reproduce errors internally, perform root-cause analysis, and escalate complex issues to engineering when necessary.
Support & Troubleshooting
- Investigate and troubleshoot issues using logs, error codes, API responses, and monitoring tools.
- Provide clear, actionable explanations and proactive technical guidance to clients.
- Track ongoing tickets, ensure continuity between shifts, and maintain accurate logs of all interactions.
Documentation & Knowledge Management
- Document client configurations, custom logic, edge cases, and API mappings.
- Build and update internal playbooks, troubleshooting guides, and onboarding materials.
- Maintain accurate documentation of recurring client questions, known issues, and solutions.
Learning & Growth
- Participate in ongoing internal training related to platform architecture, APIs, integrations, and troubleshooting techniques.
- Contribute to continuous improvement of support and integration processes.
Given the dynamic nature of our organisation, duties and responsibilities may evolve. We value teamwork and interdisciplinary collaboration, and at times we may take on tasks that are not explicitly listed but support overall operational excellence. our job descriptions but nevertheless help the team and organisation grow, develop or simply operate in an efficient way and manner.
If you are someone who has:
Must:
- 2+ years of experience in a technical, client-facing, or integration-focused role
- Hands-on experience with software platforms, APIs, system integrations, and technical troubleshooting
- Strong understanding of REST APIs, JSON, authentication methods, and data schemas
- Ability to read and interpret logs, debug integration flows and identify root causes
- Knowledge of MySQL performance indicators (slow queries, locks, deadlocks, replication lag)
- Experience with ticketing/documentation tools (JIRA, ClickUp)
- Familiarity with Linux fundamentals (logs, services, networking concepts, permissions)
- Understanding of cloud concepts and basic networking
- Ability to produce clear, structured documentation and escalation reports
- Root-cause analysis using logs, dashboards, and error codes
- Ability to perform configuration checks, validate endpoints, and test workflows
- Experience with incident management processes in 24/7 or high-traffic environments
- Excellent communication skills for both technical and non-technical audiences
- Strong written documentation and client update abilities
- Problem-solving and critical thinking
- Client relationship management and project coordination
- Adaptability, collaboration, and ownership
- Attention to detail, time management, and reliability
- Excellent verbal and written communications skills in English
Nice to have:
- Experience in the iGaming industry (operator, provider, aggregator, or platform)
- Certifications in API, ITIL, cloud, or SQL/database-related fields
- Familiarity with CI/CD systems and deployment pipelines
- Basic scripting ability (Bash, Python, PHP CLI, or Go) for automation or diagnostics
Additional information:
If you are interested in the position, please send us your resume. If you would like to have more details, please contact us at it-jobs@peoplefocus.rs
We are happy to meet you!
