Level 3 IT Support Engineer

About the role

As a Level 3 IT Support Engineer at Soft2Bet, you will be part of the Platform Operations team, focusing on resolving complex technical issues that exceed the capabilities of lower support tiers. Your role involves managing the incident lifecycle, coordinating root cause analysis, and supporting hot-fix deployments.

The company values strong analytical and troubleshooting skills, requiring you to take ownership of customer technical issues and communicate effectively throughout the resolution process. Success in this role means efficiently diagnosing problems and implementing solutions while maintaining a structured and process-oriented approach.

The salary range for this role is between $55,000 and $85,000, reflecting the level of expertise required.

Skills that matter here

• HTML: You will leverage your knowledge of HTML in troubleshooting and problem-solving.
• CSS: Your understanding of CSS will be essential for addressing front-end issues.
• HTTP(S): Expertise in HTTP(S) is crucial for diagnosing web-related incidents.
• Bash/shell scripting: Experience in Bash/shell scripting is beneficial for automating tasks.
• SQL: You will use SQL to query and manage data relevant to incident resolution.
• Logging/monitoring tools (ELK stack, Grafana, PagerDuty): Familiarity with these tools will aid in monitoring system performance and troubleshooting.

Who this role suits

• You have a background in IT with at least two years of experience.
• You are proactive, resourceful, and possess strong problem-solving abilities.
• You thrive in structured environments and can manage stress effectively.
• You have a strong desire to learn new systems and techniques quickly.

From the employer

• 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)