EntryFull TimeEN
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 300 customers worldwide.
But that's not all! We're not just about numbers, we're about people. With a team of over 1400 passionate individuals spread across twelve countries in Europe and Asia, we're all united by our love for innovation and teamwork.
Join us on this exciting journey as we continue to redefine the iGaming landscape, one groundbreaking solution at a time.
About the job
We are looking for a Level 2 Application Support Engineer with a strong passion for technology, problem‑solving, and bringing order to complex situations. You will join our Application Support Team in Bucharest and play a key role in ensuring the stability, quality, and continuous improvement of our applications and services.
What You'll get to do:
Ensure a clear understanding of reported incidents before starting any investigation.
Clarify all incident details with the requester prior to initiating analysis.
Perform thorough investigations, exploring all possible scenarios before escalating incidents to Development teams.
Escalate incidents to the appropriate product‑owning teams within the relevant business unit.
Collaborate with relevant stakeholders to agree on timelines and resources required for resolution.
Ensure incidents are handled according to defined urgency and priority levels, including proper inclusion in Agile sprints when necessary.
Actively follow up on incidents by requesting ETAs and status updates from Product Owners and Team Leads.
Validate incident resolution by testing fixes where possible.
Communicate resolutions clearly to the teams who reported the incidents.
Perform ad‑hoc tasks assigned by the direct manager.
Maintain accurate incident records, reports, and updates in JIRA and related systems.
Handle reporting, documentation, and other operational support tasks as required.
What we’re looking for:
Experience working with JIRA and MS Office tools or similar.
Strong understanding of Agile methodologies.
Ability to quickly understand business strategy and align technical decisions accordingly.
Excellent time management and workflow management skills.
Strong ability to work effectively with cross‑functional teams.
Proven ability to perform under pressure and manage multiple priorities.
Excellent communication and negotiation skills.
Upper‑intermediate to advanced level of English.
Experience using AI‑powered tools (e.g., AI assistants, chatbots, or automation tools) to:
Analyze incidents and troubleshooting data Improve investigation efficiency and response time
Assist with documentation, reporting, and operational workflows
Ability to apply AI tools responsibly, ensuring accuracy, security, and compliance with internal processes and data protection standards.
Nice to Have
Previous experience in an IT company, ideally in Application Support, Technical Support, or a similar role.
Project management skills.
Knowledge of ITIL practices.
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.
Enjoy a flexible hybrid work schedule after your first three months with us.
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 and LinkedIn Learning, and a budget for external training.
Our office perks include parking, on-site massages, and frequent team-building activities in various locations. And did we mention our amazing office space complete with its own pool and gym?
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!
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. thrive both personally and professionally. Come join us and experience the difference!
