We are looking for a Second Level Support specialist to support stable platform operations by handling technical escalations, performing structured troubleshooting, and ensuring clear communication between clients, support, and engineering teams.
As a Second Level Support, you will play a key role in supporting Vyking’s clients and internal teams, acting as the first technical escalation point after first-line support. You will help ensure smooth platform operations by performing technical troubleshooting and gathering structured technical information.
In this role, you will work closely with operators, support colleagues, and engineering teams to ensure issues are clearly understood, properly documented, and either resolved (minor fixes which can be done at this level) or escalated efficiently. You will contribute to stable client operations through accurate issue handling and effective communication during operational hours and on-call rotas.
You will collaborate closely with team members as you build hands-on experience with Vyking’s software platforms, APIs, databases, and the iGaming ecosystem. As part of the support team, you will contribute to continuous improvement of support processes, documentation, and technical knowledge sharing.
Act as the primary technical escalation point after first-line support, ensuring issues are properly understood, documented, and handled efficiently.
Perform structured technical troubleshooting of platform, API, integration, and configuration-related issues to support stable day-to-day operations.
Collect, analyse, and document technical details such as logs, error messages, request/response data, and reproduction steps to support faster resolution.
Validate client configurations, including API endpoints, authentication credentials, test accounts, and platform settings.
Reproduce reported issues internally to help isolate root causes and support engineering investigations.
Escalate complex issues to engineering teams with clear, structured documentation and context.
Ensure smooth handovers between shifts by maintaining accurate ticket updates, clear handover notes, and reliable tracking of open issues.
Contribute to internal documentation, troubleshooting guides, and knowledge bases to improve support efficiency and consistency.
Collaborate closely with operators, support colleagues, engineers, and other internal stakeholders to maintain strong communication across teams.
Participate in ongoing learning and internal training related to platform architecture, APIs, integrations, and iGaming systems.
Support continuous improvement of support processes, workflows, and operational practices based on recurring issues and observations.
Education
Bachelor’s degree in a technical or related field such as Computer Science, Information Technology, Information Systems, Software Development, Systems Administration, Software Engineering, or a comparable discipline is preferred.
Strong vocational, technical training, or equivalent practical experience is also accepted.
Experience
2–4 years of experience in a technical or customer-facing role, such as IT Support, Technical Support (L1/L2), SaaS Customer Support, QA Assistant, or Junior Integration / Technical Assistant.
Hands-on exposure to software platforms, APIs, or technical systems in a production or client-facing environment is highly valued.
Technical Skills
Understanding of APIs and integration concepts
Troubleshooting skills and the ability to follow structured debugging steps
Understanding of how web applications function (client ↔ server ↔ API)
Ability to perform simple configuration checks and validations
Knowledge of:
SQL concepts (e.g. select queries, searching, schemas)
ClickUp or similar collaboration tools
Ticketing and documentation systems
Strong communication skills, with the ability to provide clear, concise, and structured updates to clients and internal teams.
Client-oriented mindset, demonstrating patience, professionalism, and a calm approach when handling support requests and incidents.
Attention to detail, reliable issue summaries, and consistent follow-through on open topics.
Problem-solving attitude, with the ability to analyse situations, ask the right questions, and escalate issues appropriately when needed.
Adaptability and flexibility in a shift-based, fast-paced operational environment with changing priorities.
Team collaboration skills, supporting smooth handovers, clear escalation paths, and effective cross-team communication.
Willingness to learn and grow, with openness to feedback and gradual progression toward more independent technical work.
Time management skills, able to handle multiple incoming requests while staying organised and maintaining service quality.
Reliability and sense of responsibility, trusted to maintain operational coverage and continuity during operational hours and on-call rotas.
100% remote role with flexible working arrangements
Close collaboration with executive leadership and product teams
Dynamic, fast-growing iGaming environment with international exposure
Competitive compensation package aligned with performance and experience
We use cookies to give you the best experience on our website. You can choose which cookies you want to allow below. You can find more details in our privacy policy.
Essential cookies are cookies that are needed for the proper functioning of the website.
Analytical cookies are cookies that help us improve the experience of our website by collecting anonymized usage data. Data from analytical cookies is also sent to the USA (an unsafe third country according to the GPDR), among other countries.