{"id":4291871,"url":"https://alion.io/job/iconic21-technical-support-engineer","title":"Technical Support Engineer","company":{"id":4486108,"name":"Iconic21","domain":"iconic21.com","url":"https://alion.io/company/iconic21-2","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"PeopleForce","truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"unspecified","remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Grafana","optional":false},{"name":"Kibana","optional":false},{"name":"Rest API","optional":false},{"name":"gRPC","optional":true},{"name":"Jira","optional":true},{"name":"Postman","optional":true},{"name":"Python","optional":true},{"name":"SQL","optional":true},{"name":"WebSockets","optional":true}],"status":"live","first_seen_at":"2026-11-13T23:36:39Z","employer_posted_date":"2026-11-13","last_verified_at":"2026-11-13T23:36:39Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"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.\nOur 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.\nWork schedule:\nOur support team is moving to 24/7 coverage for B2B partners.\nThis role involves a rotating shift schedule, which will include evening and night shifts, on-call duty for critical incidents, weekends, and public holidays.\n Responsibilities:Investigating production issues in collaboration with development teams.\nApplying configuration changes based on customer requests.\nUtilizing modern logging and monitoring tools.\nCommunicating with the client’s customer support via chat and email.\nDrafting clear, professional written responses to B2B partners (operators/aggregators) explaining technical findings, root causes, and recommended resolutions\nTracking production incidents and suggesting improvements.\nReviewing game rules and mechanics to determine whether a reported round or payout was processed correctly\nCollaborating with the client’s customer support team.\nWorking closely with development and QA teams.\nTroubleshooting web applications using tools like Grafana.\nManaging defects through the operational workflow.\nHandling configuration changes.\n Requirements:Experience in troubleshooting web applications.\nAbility to read and parse structured log data (JSON) and identify relevant events within large, noisy log files\nUnderstanding 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)\nFamiliarity with monitoring tools such as Grafana, Kibana, or similar.\nStrong communication skills.\nUpper-intermediate level of English.\n Nice to have:Experience with Bash, Python, Postman, SQL, Jira.\nExperience with both frontend and backend troubleshooting.\nStrong analytical and problem-solving skills.\nA self-starter who can work independently.\nFamiliarity with iGaming game mechanics (rules logic) or willingness to learn them in depth\nExperience with regex or lightweight scripting for filtering/extracting data from large log dumps\nExperience with BI/reporting tools for pulling round-level data\nFamiliarity 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\n We offer:21 working days of paid annual leave to support work-life balance.\n15 paid, documented sick leave days per year.\n5 flexible days per year for personal needs.\nFlexible work format: a comfortable office in Kyiv or Bucharest, or the option to work remotely.\nA professional and supportive team with strong expertise and a collaborative culture.\nOpportunities for professional growth and development within an international and fast-growing 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