Technical Support/Monitoring Engineer Tier 2

1 week ago

Belgrade, Central Serbia Redvike Full time

We are seeking a highly motivated and technically skilled NOC Tier 2 Technical Support Engineer to join our 24/7 Network Operations team
(Product company, software development solutions for igaming providers, EU-Israel)

This role is responsible for advanced incident troubleshooting, infrastructure monitoring, escalation handling, and root cause analysis across critical systems and services.

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.

The role requires working from the office (in Serbia, Belgrade) during day shifts + remotely (from home) during night shifts:

Day: 08:00 – 16:00 CET Night: 18:00 – 02:00 CET

Thursday (mid-shift): 10:00 – 18:00 CET

Work in two shifts every day (including weekends), except Thursdays when the whole team is on the intermediate shift.

Key Responsibilities:

  • Monitor infrastructure, 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 procedures.

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