NOC Tier 2 WEB - Technical Support Engineer

Marketech Solutions doo, a leading provider of solutions and services for iGaming operators, is looking for a highly motivated and technically skilled NOC Tier 2 Technical Support Engineer for our online web product, to join our 24/7 operations team. This role is responsible for advanced incident troubleshooting, infrastructure/online web monitoring, escalation handling, and root cause analysis across critical systems and services mostly in the online/web world.

The Tier 2 engineer acts as a bridge between frontline support (Tier 1) and engineering/development teams, ensuring service uptime, reliability, and rapid issue resolution.

Responsibilities:

• Monitor infrastructure, online web platforms, and services via dashboards, alerts, and logs (e.g., Grafana, Kibana, NewRelic, Sentry).
• Investigate escalated incidents from Tier 1; perform deep-dive analysis and resolution.
• Manage and triage issues in ticketing systems (Jira, slack, zoho, etc.).
• Identify and escalate recurring problems to Tier 3 or Engineering teams with structured root cause documentation.
• Participate in post-mortems, incident retrospectives, and contribute to runbooks/playbooks.
• Work collaboratively with DevOps, R&D, and Product Engineering teams to resolve complex issues.
• Handle Jira bug creation and escalation workflows according to standard operating procedures.
• Assist with deployment validations, performance checks, and system audits.
• Maintain awareness of service health, SLAs, and security posture in real time.
• Provide mentorship and knowledge sharing to Tier 1 analysts.

Required Qualifications:

• 2–4 years of experience as an online/web NOC, or online product Technical Support environment.
• Basic understanding of web fundamentals, chrome developer tools & DNS management.
• Hands-on experience with monitoring tools (e.g., Grafana, Zabbix, Datadog, New Relic, Sentry).
• Solid grasp of incident management, escalation practices, and technical troubleshooting methodologies.
• Ability to write and follow technical documentation, SOPs, and escalation workflows.
• Familiarity with message queues, APIs, logs, and containerized services (Docker/K8s) is a plus.
• Excellent communication and collaboration skills — ability to act calmly and decisively in pressure scenarios.

Nice-to-Have Skills:

• Scripting experience (Python, Bash, etc.)
• Knowledge of CI/CD workflows and observability tooling
• Prior experience working in high-availability environments

Shift & Availability:

• Rotating shifts including weekends, evenings, and holidays as part of 24/7 coverage.
• On-call support rotation may be required depending on operational needs.

We thank all applicants for their interest; however, only those selected for an interview will be contacted!