Technical Support Engineer

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.
• 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

We offer:

• 21 working days of paid annual leave to support work-life balance.
• 15 paid, documented sick leave days per year.
• 5 flexible days per year for personal needs.
• Flexible work format: a comfortable office in Kyiv or Bucharest, or the option to work remotely.
• A professional and supportive team with strong expertise and a collaborative culture.
• Opportunities for professional growth and development within an international and fast-growing company.