About the Role
Groove is a B2B iGaming game aggregation platform. We are growing our Tech team and looking for a Senior Technical Support Engineer to take ownership of our 24/7 production support, keep the platform running smoothly for our partners around the clock, and help shape the support function as it grows. This is a hands-on senior role with real ownership. You will be the person our partners and internal teams rely on when something breaks, and the person we look to as the team expands.
Responsibilities
•Deliver high quality technical support to our customers on a 24/7 basis
•Handle and troubleshoot production issues, from day to day tickets through to complex incidents
•Manage and maintain our server monitoring systems
•Keep our technical documentation and internal wiki accurate and up to date
•Work closely with the development and product teams to resolve issues at the root
•Act as shift lead during critical incidents, making independent decisions when it matters most
Requirements
•2+ years in a senior production support or technical support role
•Concrete experience mentoring, guiding or supervising team members, not just the potential to do so
•A track record of full ownership as a shift lead or team lead, including independent decision making during critical incidents
•Readiness to manage and take responsibility for one to two team members joining the team, now or in the near future
•Strong troubleshooting and problem solving skills
•Scripting or programming experience, along with solid SQL knowledge
•A solid understanding of production and staging environments
•Strong written and verbal English
•Highly responsible: independent, diligent, proactive and organized
•Service oriented and a genuine team player
•Comfortable with a rotating 24/7 shift schedule, including weekends and holidays
Conditions
Our support desk runs around the clock on three rotating shifts:
•Morning: 08:00 to 17:00
•Evening: 17:00 to 02:00
•Night: 00:00 to 08:00
The role is hybrid, with three days in our Tbilisi office and two days from home. Shifts rotate across the team, and weekend and holiday coverage is shared.
