Middle Application Support Engineer
EveryMatrixAbout 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 Middle Application Support Engineer to join our team in Lviv!
About the job:
You will be part of our HQ business unit, working with the MoneyMatrix product — a powerful payment platform offering a wide range of payment methods, fraud prevention tools, and KYC (Know Your Customer) checks.
What You'll get to do:
Take ownership of escalated incidents from Customer Support (L1).
Perform in‑depth investigation and analysis of complex application and system issues.
Apply advanced troubleshooting techniques to resolve incidents efficiently.
Collaborate with cross‑functional teams (Development, DevOps, QA, Product) to identify root causes and implement long‑term solutions.
Document incident resolutions and share knowledge to improve team efficiency and expertise.
Ensure strict adherence to established support processes, guidelines, and project‑specific requirements.
Work closely with Incident and Problem Management teams to identify and eliminate recurring issues.
Create, maintain, and improve technical documentation, runbooks, and troubleshooting guides.
Promote best practices and continuous improvement across the support organization.
What You'll get to know:
Bachelor’s or Master’s degree in a relevant IT field (e.g. Computer Science, Computer Engineering).
Ability to manage multiple support tickets simultaneously and meet strict SLAs. Strong analytical, troubleshooting, and research skills.
Good written and verbal communication skills in English (minimum B2 level).
Experience with data analysis and report preparation using MS Excel.
Strong collaboration skills and ability to work across multiple technical teams.
Nice to have:
Experience working in an IT company in technical roles such as Application Support, Developer, DevOps, or System Administrator.
Experience with log management and analysis tools (e.g. Elasticsearch, Kibana).
Understanding of networking fundamentals and REST APIs.
Familiarity with monitoring and observability tools such as Grafana or New Relic.
Basic knowledge of databases and SQL.
Hands‑on experience with Postman.
Experience using Chrome DevTools or similar debugging tools.
Strong technical documentation skills.
Knowledge of any programming or scripting language.
Experience with Linux/Bash environments.
Basic understanding of Docker, Kubernetes, and virtual machines.
Understanding of the Software Development Life Cycle (SDLC).
Familiarity with Scrum and Kanban methodologies.
Experience working with Jira or similar task‑tracking tools.
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.
3 sick leave days per year, no doctor's note required; 30 medical leave days with medical allowance
Hybrid work schedule is available after the first three months of employment, with up to 50 days of work from home per year.
Benefit from two Free Fridays each year, limited to one per quarter.
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.
Corporate English lessons.
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.
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!