L2 Support Engineer

About the role

EveryMatrix delivers innovative iGaming software solutions to a global client base of 300 customers. As an L2 Support Engineer, you will play a crucial role in maintaining application performance, resolving incidents, and enhancing monitoring capabilities. Your contributions will directly impact the efficiency and reliability of their services.

You will work closely with teams across Product Development, QA, and Release Management, ensuring seamless deployments and effective incident resolution. Success in this role requires strong analytical skills to troubleshoot backend systems and a collaborative approach to improve overall application health and stability.

Skills that matter here

• Application Support: You will provide Level 2 application support by resolving incidents related to various systems.
• REST APIs: Experience with REST APIs is essential for troubleshooting application issues.
• Backend Services: You will analyze backend services to identify and resolve performance issues.
• SQL: Writing SQL queries is necessary for data validation and troubleshooting.
• Grafana: You will design and enhance Grafana dashboards for improved monitoring.
• Technical Documentation: Creating operational documentation and knowledge articles is part of the role.

Who this role suits

• A professional with at least two years of application support experience.
• Someone who thrives in a collaborative environment and communicates effectively across teams.
• A detail-oriented individual with strong analytical skills and a problem-solving mindset.
• An adaptable person who can manage competing priorities in a fast-paced setting.

From the employer

Responsibilities

• Provide Level 2 application support by triaging, investigating, and resolving incidents related to REST APIs, backend services, application failures, system outages, and performance degradation.
• Analyze application logs, system configurations, Grafana dashboards, and performance metrics to identify root causes and implement effective solutions or workarounds.
• Execute database queries to validate data integrity, troubleshoot application issues, and support incident resolution activities.
• Collaborate closely with Product Development, QA, and Release Management teams to understand upcoming releases, support deployments, test hotfixes, and contribute to root cause analysis.
• Monitor application health, system stability, and business-critical processes while proactively identifying risks and improvement opportunities.
• Design, build, and enhance Grafana dashboards and monitoring capabilities to improve observability and incident detection.
• Participate in application patching, deployment activities, and post-release validations.
• Create and maintain knowledge base articles, operational documentation, troubleshooting guides, and standard operating procedures to support continuous improvement and knowledge sharing.

Requirements

• Minimum 2 years of experience in Application Support, Production Support, Technical Support, or a similar role.
• Hands-on experience troubleshooting web applications, backend systems, and REST APIs in a production environment.
• Strong experience working with relational databases and writing SQL queries for analysis, troubleshooting, and data validation.
• Understanding of application monitoring and observability tools, preferably Grafana.
• Experience analyzing logs, performance metrics, and system health indicators to identify and resolve issues.
• Knowledge of incident management, root cause analysis, and problem-solving methodologies.
• Familiarity with software release processes, deployments, hotfix testing, and production support activities.
• Strong collaboration and communication skills with the ability to work effectively across Engineering, QA, and Product teams.
• Experience creating technical documentation, knowledge articles, and operational procedures.

Nice to have:

• Exposure to NoSQL databases, automation initiatives, cloud environments, and modern monitoring ecosystems.
• Ability to work in a fast-paced environment, manage competing priorities, and maintain a high level of customer and service focus.

Conditions

• Start with 22 days of annual leave, with 2 additional days added each year, up to 32 days by your fifth year with us.
• Hybrid work schedule is available after the first three months of employment, with up to 50 days of work from home per year.
• Benefit from two Free Fridays each year, limited to one per quarter.
• 3 sick leave days per year, no doctor's note required.
• Daily catered lunch or monthly lunch allowance.
• Private Medical Subscription.
• Access online learning platforms like Udemy for Business and LinkedIn Learning, and a budget for external training.
• Access to an Employee Assistance Program through TELUS Health.
• Our office perks include parking, on-site massages, and frequent team-building activities in various locations.
• And did we mention our amazing office space complete with its own pool and gym?