Role in brief
Soft2Bet seeks a Level 3 IT Support Engineer to join their Platform Operations team in Limassol, Cyprus. This role involves resolving complex incidents, managing their lifecycle, and supporting hot-fix deployments. Candidates with strong analytical skills and experience in logging/monitoring tools, SQL, and client-server architecture should apply.
About the role
This Level 3 IT Support Engineer position focuses on addressing incidents and problems that higher tiers cannot resolve. The role requires managing the full incident lifecycle, from initial assessment to resolution or workaround, and escalating issues to Level 4 support when necessary. A key responsibility is to perform periodic analysis to identify new problems and coordinate root cause analysis.
The role also involves supporting the hot-fix deployment process and conducting log-level analysis. You will take ownership of customer technical issues, which includes troubleshooting, identifying root causes, resolving problems, and communicating with stakeholders. This requires replicating reported issues in appropriate environments and gathering detailed information for analysis.
Success in this role means consistently providing technical resolutions or workarounds for complex issues. It requires a structured, process-oriented approach, strong debugging skills, and the ability to learn new systems quickly. The ideal candidate will be proactive, resourceful, and capable of independent problem-solving while managing multiple tasks and meeting deadlines.
The annual salary for this position is between $55,000 and $85,000 USD.
Skills that matter here
- HTML: The role requires deep knowledge of HTML for understanding and troubleshooting web-related issues.
- CSS: Deep knowledge of CSS is needed to diagnose and resolve problems related to web styling and presentation.
- HTTP(S): Understanding HTTP(S) is crucial for troubleshooting client-server communication and web-based incidents.
- Bash/shell scripting: Experience with Bash/shell scripting is a beneficial skill for automating tasks and performing system operations.
- SQL: Experience in SQL querying is necessary for managing and analyzing data to resolve incidents.
- Logging/monitoring tools (ELK stack, Grafana, PagerDuty): The role requires experience with these tools for monitoring system performance, analyzing logs, and managing alerts.
Who this role suits
- Someone with a structured and process-oriented mindset who can manage incidents from start to finish.
- An individual who is self-motivated, eager to learn new systems, and capable of independent problem-solving.
- A proactive and resourceful professional with strong attention to detail and the ability to meet strict deadlines.
- A team player with strong communication skills who can effectively report on technical issues.
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)
Questions about this role
What is the remote work policy for this position?
This position is not remote; it is based in Limassol, Cyprus, and includes a relocation package.
What level of seniority is expected for this role?
This is a middle-seniority role, requiring at least 2 years of experience in IT.
What is the salary range for this position?
The salary for this role ranges from $55,000 to $85,000 USD annually.
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