L2 Technical Support/Incident Manager

About us:

EveryMatrix is a leading B2B SaaS provider delivering iGaming software, content and services. We provide casino, sports betting, platform and payments, and affiliate management to 200 customers worldwide.

But that's not all! We're not just about numbers, we're about people. With a team of over 1000 passionate individuals spread across twelve countries in Europe, Asia, and the US, we're all united by our love for innovation and teamwork.

EveryMatrix is a member of the World Lottery Association (WLA) and European Lotteries Association. In September 2023 it became the first iGaming supplier to receive WLA Safer Gambling Certification. EveryMatrix is proud of its commitment to safer gambling and player protection whilst producing market leading gaming solutions.

Join us on this exciting journey as we continue to redefine the iGaming landscape, one groundbreaking solution at a time.

We are looking for a passionate and dedicated QA/Middle Incident Manager to join our team in Lviv!

What You'll get to do:

• Resolving incidents from clients (L2 support).
• Analysis of logs (ElasticSearch)and operations in the different systems.
• Creating documentation based on resolved cases Interaction with different teams/developers/PMs/BAs.
• Ability to prioritize tasks and work under high load.

What You need to know:

• 2+ years of experience of Support management, preferably in Gambling industry.
• Bachelor's degree in computer science or related technical discipline.
• Familiar with ITIL (or similar methodology), have expertise in incident, problem and change management processes.
• Excellent problem-solving skills with a proactive attitude towards incident resolution and issue identification.
• Understanding of search queries (Elasticsearch, SQL).
• Understanding of SDLC model, understanding of tracking system like JIRA.
• Experience with browser dev tools, JSON, Postman etc.
  
  Nice to have: Expertise in ITIL implementation and process optimization.

Here's what we offer:

• Start with 22 days of annual leave, with 2 additional days added each year, up to 32 days by your fifth year with us.

• Stay Healthy: 10 sick leave days per year, no doctor's note required; 30 medical leave days with medical allowance

• Support for New Parents:

• 21 weeks of paid maternity leave, with the flexibility to work from home full-time until your child turns 1 year old.

• 4 weeks of paternity leave, plus the flexibility to work from home full-time until your child is 13 weeks old.

Our office perks include on-site massages and frequent team-building activities in various locations.

Benefits & Perks:

• Daily catered lunch or monthly lunch allowance. 

• Private Medical Subscription. 

• Access online learning platforms like Udemy for Business, LinkedIn Learning or O’Reilly, and a budget for external training.

• Gym allowance

At EveryMatrix, we're committed to creating a supportive and inclusive workplace where you can thrive both personally and professionally. Come join us and experience the difference!