[Hiring] Technical Support Specialist @Betby

Role Description

At BETBY, the L2 Technical Support team sits between our clients and engineering. You will investigate and reproduce technical issues reported by clients and internal teams, run incidents end to end, and keep clients informed while an issue is being resolved. The team is moving incident detection and communication from reactive, business-hours handling to proactive 24/7 coverage — you will be part of building that.

• Spot and handle incidents from the first alert or report until the issue is fixed and confirmed.
• Watch alerts, check whether something is really broken, and see which clients are affected.
• Investigate issues reported by clients and internal teams, reproduce them, and collect logs, screenshots, and IDs.
• Fix what you can at L2 and pass the rest to Engineering or Product with clear steps and evidence.
• Talk to clients directly — explain what is happening in plain words, give realistic timeframes, and keep them updated.
• Post and update incident notices on the status page, and message affected clients when needed.
• Help L1 with technical questions.
• Write and update troubleshooting guides, SOPs, and internal documentation.
• Notice repeating issues and suggest how to fix them for good.
• Work to agreed response times, including 24/7 coverage.

Qualifications

• Understanding of REST APIs — methods, status codes, headers, authentication, request and response structure.
• Ability to reproduce and check API behaviour with tools like Postman or curl.
• Confident use of browser DevTools — Network, Console, and Application tabs.
• Comfortable reading JSON and finding errors in logs.
• Basic understanding of WebSocket connections and how live odds and events are delivered.
• Ability to write a clear bug report: what happened, how to reproduce it, and what evidence supports it.
• Structured troubleshooting — checking a hypothesis instead of guessing.
• Clear written English.

Benefits

• Comprehensive Health Insurance, prioritizing your well-being with thorough health coverage.
• 100% Paid Sick Leave — Rest easy knowing you're supported during unexpected health challenges.
• Continuous Learning & Growth — Access extra education opportunities to keep your career advancing.
• Generous Paid Time Off — Recharge with 20 paid vacation days, plus additional 6 days off to support you during any important family event or celebration.
• Diverse & Dynamic Team — Join a vibrant, international team passionate about excellence in product development.
• Language Development — Tailored language courses to help you excel in a multilingual work environment.
• Exciting Corporate Events & Team-Building — Embrace your adventurous side with fun team activities.
• Top-Quality Equipment — Boost productivity with the latest hardware for your role.
• Welfare Program — Feel secure with financial support available in critical situations.
• Celebrating Milestones — We honour life's big moments, from marriage to parenthood, with thoughtful gifts.