{"id":3454612,"url":"https://alion.io/job/truelabel-l2-technical-support","title":"L2 Technical Support","company":{"id":4486160,"name":"TrueLabel","domain":"true-label.io","url":"https://alion.io/company/truelabel","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":["Ukraine"],"countries":["UA"],"hiring_countries":["UA"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Confluence","optional":true},{"name":"Incident Management","optional":true},{"name":"Jira","optional":true},{"name":"Postman","optional":true},{"name":"SQL","optional":true}],"status":"live","first_seen_at":"2026-10-19T18:53:23Z","employer_posted_date":null,"last_verified_at":"2026-10-19T18:53:23Z","board_verified":false,"closed_at":null,"days_open":10,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":10},"description":"We are looking for an L2 Support Specialist to join our iGaming Operations Support team.\n\nOur team is responsible for resolving technical and operational issues related to online casino operations, sports books, payments, bonus mechanics, and the iGaming platform as a whole.\n\nL2 Support serves as the second line of support, handling complex requests from operators, conducting troubleshooting and diagnostics, and collaborating with game and payment providers as well as internal teams (Payments, Risk, Product, Development, QA, and Core).\n\nWe are seeking a candidate who doesn’t simply pass tasks along, but takes full ownership of each request: independently analyzing the problem, identifying potential root causes, finding solutions or the appropriate escalation paths, and seeing each case through to final resolution.\n⚙️ Your Tasks:\n\n1+ years of experience in iGaming in an L1+/L2 Support, Technical Support, or Operations Support role;\n\nExperience in related domains (payments, SaaS, technical support) is a plus;\n\nUnderstanding of core online casino and/or sportsbook operations;\n\nUnderstanding of key iGaming mechanics: betting, game rounds, bonuses, Free Spins, promotions, and transactions;\n\nBasic understanding of payment flows: PSPs, deposits, withdrawals, transaction statuses, and KYC;\n\nHands-on experience with Jira, Confluence, and admin panels (Backoffice);\n\nAbility to analyze information, work with system logs, and navigate technical documentation;\n\nStrong Root Cause Analysis (RCA) skills and the ability to define clear action steps toward resolution;\n\nIntermediate English level (B1+) or higher (written communication with providers, documentation, Jira, and Confluence);\n\nUnderstanding of Incident Management principles, SLAs, ticket prioritization, and escalation paths;\n\nHigh attention to detail, analytical mindset, autonomy, and proven multitasking skills;\n\nStrong communication skills and an accountable, solution-driven approach to resolving tickets.\n\n👤 Our Criteria:\n\nHandling and analyzing technical and operational requests from operators and L1 support;\n\nTroubleshooting issues and identifying potential causes;\n\nVerifying game rounds, bets, winnings, and payout accuracy (Bet Check / Win Check);\n\nDiagnosing issues with game sessions, bonus rounds, Free Spins, and game provider performance;\n\nChecking statuses and settlement accuracy for sports bets, refunds, and freebets;\n\nInvestigating issues with deposits, withdrawals, payment methods, and cashier functionality;\n\nVerifying the crediting of bonuses, cashback, loyalty rewards, tournaments, and promotional campaigns;\n\nDiagnosing platform-level technical issues: registration, login/authentication, user profile, UI, and site availability;\n\nWorking within the Backoffice: reviewing transaction logs, game sessions, player balances, and user activity;\n\nPinpointing technical issues, conducting initial root cause analysis (RCA), creating bug reports, and collaborating with Development, QA, Product, Payments, and other teams;\n\nTracking task execution in Jira, handling timely escalations, and retesting implemented fixes;\n\nManaging escalated issues through to full resolution: following up with internal teams, monitoring progress, and relaying up-to-date information to operators;\n\nProactively communicating with operators: sharing status updates, next steps, and expected resolution times (ETAs);\n\nGuiding tickets end-to-end to full resolution in compliance with internal SLAs and quality standards.\n💪 Nice to have:\n\nExperience liaising with game and payment providers (Pragmatic Play, Evolution, BGaming, etc.);\n\nUnderstanding of RGS (Remote Gaming Server) principles and game provider integrations;\n\nBasic knowledge of APIs, HTTP requests, Postman, or SQL;\n\nExperience handling technical incidents and bug tracking;\n\nExperience supporting multi-brand iGaming projects;\n\nHands-on experience with gamification platforms and bonus engines (e.g., Smartico).\n💼 Our Offer:\n\nFlexible work setup — work remotely or from the office, we focus on results, not location;\n\nSupport for a comfortable work environment — we compensate coworking expenses and EcoFlow power stations to help our team stay productive during power outages in Ukraine;\n\nUnlimited vacation and sick leave, because we trust our people to manage their time responsibly;\n\nRelocation support for team members who want to move;\n\nRegular performance-based bonuses that reward individual and team impact;\n\nLearning support — we cover 50% of professional courses and development programs;\n\nLanguage & wellbeing support — we cover 50% of English classes and psychological consultations;\n\nCareer growth opportunities — we prioritize internal promotions and development;\n\nTeam culture that actually feels like one — regular gifts, company merch, and team events throughout the year;\n\nReal impact — we are small enough for every voice to be heard and big enough to turn great ideas into action quickly.","description_format":"text","description_chars":4948,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Flexible schedule","Growth 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