Production Support Engineer

BettingJobs is working with a fast-growing online sportsbook and casino operator to recruit a Production Support Engineer. Scaling quickly across a major regulated North American market, this is a remote-first business with a transparent, collaborative culture and genuine access to senior leadership.
You will be the technical escalation point for issues raised by Customer Support - troubleshooting production problems, resolving errors and providing workarounds on a live, high-volume gaming platform. You will also help shape how platform health is measured, defining the metrics and alerts on the System Dashboard. It suits a production support specialist with a developer background, comfortable reading Java or React and shipping a minor hotfix when needed.

Responsibilities:

• Identify root causes of production issues using logs, dashboards, metrics and data analysis
• Read and interpret application code (Java and/or React) to diagnose issues, and implement minor hotfixes where appropriate
• Define and refine the widgets, metrics and alerts on the System Dashboard
• Monitor production systems and alerts to ensure stability and SLA compliance
• Provide clear resolutions, workarounds and updates to end users and stakeholders
• Collaborate with Engineering, QA and IT on recurring production issues
• Maintain technical documentation, runbooks and knowledge base articles
• Deliver monthly performance and reliability reporting
• Participate in on-call rotations and off-hours support as required

Requirements:

• 5+ years using Jira Service Desk and collaboration tools such as MS Teams
• Experience supporting production systems in online gaming or another real-time, transaction-based industry
• Strong troubleshooting and analytical skills across complex, cross-team issues
• Developer background; ability to read Java or React and make minor hotfixes is a significant advantage
• Experience building or maintaining production dashboards and operational metrics
• Clear communicator with a customer service mindset and strong attention to detail
• Desirable: SQL troubleshooting; observability tooling (Prometheus, Grafana, Datadog, Kibana, Splunk); iGaming or sports betting background; incident management and 24/7 platform support