Support Specialist L2
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Role in brief
FANzino, a B2B iGaming game provider, seeks a Support Specialist L2 to provide technical support for their live games. This role involves API debugging, error resolution, and performance monitoring. Candidates with web application support experience and strong communication skills should apply.
About the role
This Support Specialist L2 position at FANzino focuses on technical support for the company's B2B iGaming products. FANzino develops scalable live games using video composition and real-time outcome generation. The role involves direct consultation with partners via internal channels, debugging and integrating APIs, and proactively resolving technical errors to ensure smooth operation of game services.
A key part of this role is monitoring product performance using tools like Grafana and Kibana, alongside handling incoming reports of issues and bugs. The specialist will also be responsible for maintaining and updating the internal knowledge base, ensuring that information is current and accessible, and preparing detailed incident reports when necessary. This work directly supports the reliability and quality of FANzino's game offerings.
Success in this role means effectively diagnosing and resolving technical problems, maintaining clear communication with partners, and contributing to a robust knowledge base. The position requires a shift schedule of 12 hours, 2 days on and 2 days off, indicating a need for consistent coverage and a structured approach to support operations within a professional team environment.
Skills that matter here
- API: This role involves debugging and integrating APIs as well as testing them using tools like Postman.
- Grafana: The specialist will use Grafana to monitor product performance and analyze logs.
- Kibana: Kibana is used for monitoring product performance and analyzing and interpreting logs to identify issues.
- Jira: Experience with Jira is required, likely for tracking issues, bugs, and support requests.
- Confluence: Confluence experience is needed, suggesting its use for maintaining and updating the internal knowledge base.
- Postman: This tool is specifically mentioned for API testing, a core responsibility of the role.
Who this role suits
- A person who thrives on diagnosing and resolving technical issues, particularly with web applications and APIs.
- Someone who is comfortable with a shift-based schedule, including day and night shifts, to provide continuous support.
- An individual with strong verbal and written communication skills, capable of consulting partners effectively.
- A detail-oriented professional who can analyze logs and maintain accurate documentation.
From the employer
- Consulting partners through internal communication channels;
- Debugging and integrating APIs;
- Finding and resolving technical errors;
- Monitoring product performance using Grafana and Kibana;
- Handling messages about issues and bugs;
- Maintaining and updating the internal knowledge base;
- Preparing incident reports.
- English level from B2, excellent verbal and written communication skills;
- Minimum 1 year of experience in a similar position;
- Experience in supporting web applications;
- Experience in API testing (Postman or Insomnia);
- Experience with browser DevTools (Network, Console, Application, etc.);
- Knowledge of MS Exchange, MS Office 365, and MS Outlook;
- Experience with Jira and Confluence;
- Experience in analyzing and interpreting logs (Kibana, Grafana);
- Bachelor's degree in Computer Science, Information Technology, Engineering, or related field.
- Shift schedule day/night 2/2 for 12 hours;
- Interesting tasks and a professional team;
- Opportunities for professional growth;
- Paid vacation and sick leave.
Questions about this role
What is the remote work policy for this position?
This is a fully remote position, allowing the successful candidate to work from any location.
What level of experience is required for this role?
Candidates should have a minimum of 1 year of experience in a similar support position, along with a Bachelor's degree in a relevant technical field.
What is the work schedule?
The role follows a shift schedule of 12 hours, with 2 days on and 2 days off, covering both day and night shifts.
✓ Apply here in a minute. Your application and answers go straight to the hiring person, so you never land in a spam pile.