Middle L2 Customer Support Agent

<p>We are looking for a skilled <strong>Support Engineer (Level 2)</strong> to join our dynamic team. You will play a key role in ensuring the stability, performance, and reliability of our systems by delivering expert-level support, identifying areas for improvement, and collaborating with cross-functional teams. This is a hands-on technical role that requires strong analytical skills, proactive problem-solving, and a passion for operational excellence.<strong><br><br>About your key responsibilities and impact:</strong></p> <ul> <li>Providing expert-level technical support for production infrastructure and services;</li> <li>Troubleshooting and resolving complex issues involving logs, APIs, and databases;</li> <li>Analyzing trading and system data to identify risks, trends, and areas for optimization;</li> <li>Collaborating closely with development, risk, and operational teams to ensure high system reliability;</li> <li>Contributing to process and system improvements, automation initiatives, and internal/external training efforts.</li> </ul> <h2><strong>Essential professional experience:</strong></h2> <ul> <li><strong>English:</strong> Upper Intermediate level or higher (B2+), with excellent verbal and written communication;</li> <li><strong>Technical Skills:</strong> Proficient in working with monitoring tools (Grafana, Kibana), APIs, and databases;</li> <li><strong>Problem-Solving:</strong> Strong analytical mindset with proven technical troubleshooting experience;</li> <li><strong>Soft Skills:</strong> High level of accountability, independence, and responsiveness;</li> <li>Ability to work effectively under pressure and manage multiple concurrent tasks or priorities.</li> </ul> <h2><strong>Desirable skills and personal features:</strong></h2> <ul> <li>Prior experience with trading strategy support, іgaming or financial systems.<br><br><strong>Work Schedule (Cyprus Time):</strong> 5 shifts/week, 8 hours/shift within standard windows (07:00–15:00, 11:00–19:00, 15:00–23:00 EET).</li> </ul>