Technical Support Engineer Tier 2 (Hybrid, Belgrade)

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 CETThursday (mid-shift): 10:00 – 18:00 CETWork 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.