Senior Technical Support Engineer (24/7 Production Support)

About the role

Groove, a B2B iGaming game aggregation platform, is expanding its Tech team and seeks a Senior Technical Support Engineer. You will own 24/7 production support, ensuring the platform runs smoothly for partners worldwide and helping shape the support function as it grows.

Key responsibilities

• Provide high‑quality technical support to customers around the clock.
• Handle and troubleshoot production issues, from routine tickets to complex incidents.
• Maintain and improve server monitoring systems.
• Keep technical documentation and internal wiki accurate and up to date.
• Collaborate closely with development and product teams to resolve root‑cause problems.
• Act as shift lead during critical incidents, making independent decisions when needed.

Required profile

• 5+ years in senior production or technical support roles.
• Proven experience mentoring or supervising team members.
• Demonstrated ownership as a shift or team lead, with independent decision‑making during incidents.
• Strong troubleshooting and problem‑solving abilities.
• Excellent written and verbal English.
• Comfortable with a rotating 24/7 shift schedule, including weekends and holidays.

Required skills

• Scripting or programming experience.
• Solid SQL knowledge.
• Understanding of production and staging environments.
• Experience with server monitoring tools.