Technical Support Engineer (L2)

The L2 Technical Support Engineer acts as the first professional investigation and resolution layer: taking cases that first-line support cannot close, establishing the facts, resolving what falls within L2 scope, and escalating the rest with supporting evidence attached.

The role exists to broaden the range of issues resolved without immediate escalation and to reduce the daily operational load on department heads and specialist teams. This is not a development role.

Key Responsibilities:

Case Investigation and Resolution

• Act as the second line for escalations across casino operations, payments, bonuses and CRM.
• Investigate issues with payment transactions, player balances, bonus mechanics and game sessions.
• Determine whether an issue originates on our platform, with a game provider, a payment provider or an anti-fraud system.
• Resolve cases that fall within L2 scope and authority.

Technical Analysis

• Analyse API requests, callbacks, logs and system errors to identify root causes.
• Query platform and reporting databases to verify data and reconcile discrepancies between systems.
• Review configurations, transactions and player records in BackOffice and provider portals.

Escalation and Coordination

• Escalate cases requiring deeper expertise, with transaction identifiers, request and response data, log references and timestamps attached.
• Coordinate with Product, Casino, Payments, CRM and Technical Operations on open incidents.
• Track escalated cases through to resolution and communicate outcomes back to first-line support.

Documentation and Process Improvement

• Maintain troubleshooting procedures and internal knowledge base articles.
• Identify recurring issues and convert them into guidance for first-line support.
• Recommend improvements that reduce repeat escalations.

Requirements:

• 1–3 years of experience in technical support, operations or a similar technical role.
• Working knowledge of SQL, including joins, grouping and subqueries, written independently.
• Practical experience with REST APIs, JSON, HTTP requests, webhooks and callbacks, using tools such as Postman.
• Ability to investigate issues using application logs and browser network captures.
• Understanding of transactional systems and how data moves between integrated platforms.
• Good command of written English for correspondence with providers and vendors.
• Availability to work shifts, including nights and weekends, as part of a 24/7 rota.

Nice to Have:

• Experience in iGaming, or in another transaction-heavy regulated industry such as fintech or payments.
• Familiarity with CRM automation, anti-fraud and KYC, affiliate or ticketing platforms.
• Experience with Jira or similar ticketing systems.
• Basic scripting in Python or bash.

By joining us, you can expect:

• A unique opportunity to build a career in a global, fast-growing company.
• An attractive remuneration package, based on qualifications and experience.
• Continuous learning and development opportunities.
• Company-wide events and team activities, fostering a fun and supportive work environment.
• Wolt monthly allowance.
• Snack Heaven! Our fully equipped kitchen offers free snacks, fruits, and beverages.
  
• Medical and wellness app, supporting both mental and physical well-being!

 

Apply now and let’s achieve success together

• Apply at https://aloplay.bamboohr.com/careers/117?source=aWQ9MTg%3D to become a member of our amazing team!
• We appreciate all applicants' interest in our open position. Due to the large number of applications, only those who are being considered for the role will be contacted. All applications will be handled with the utmost confidentiality.