About the position
Spinomenal is looking for a Tier 2 Production Operations Specialist to join our team! In this role, you will serve as the primary technical escalation point for unresolved Tier 1 issues and manage complex system configurations across production environments. You will act as a key bridge between front-line support and our SRE, Studio QA, and Core Engineering teams to resolve API anomalies, configuration overrides, asset deployments, and player fraud investigations.
About the team
Responsibilities
- Act as the dedicated single point of escalation (second assignee) for unresolved Tier 1 help desk tickets.
- Validate, troubleshoot, and route critical issues to Production, SRE, Studio, or Integration engineering teams according to formal escalation pathways.
- Maintain clear communication channels, reflecting bug statuses, fixes, and root causes back to Tier 1 support and Account Managers.
- Manage BackOffice settings, including full Client configurations, Roll outs, game settings, currency management matrices, and granular Client/game-level override logic.
- Promotions configuration, currency exchange parameters and automated payout rules.
- Inspect API requests (Game Launch, Get Games, Auth, Process/Transactions) and analyze application logs across all integrations using New Relic and Postman.
- Manage static asset file hierarchies within AWS S3 and execute asset updates using Jenkins pipelines.
- Conduct cross-integration player telemetry investigations for flags raised by clients or Account Managers.
- Partner with Studio QA to investigate skin-level asset rendering issues and math-level game bugs reported by clients.
Requirements
- 2+ years of experience in Tier 2 Production Operations, Technical Application Support, or Integration Support (iGaming, Fintech, or high-volume B2B SaaS experience strongly preferred).
- Proficiency in querying and tracing logs in New Relic and constructing/testing API payloads in Postman.
- Hands-on experience in advanced web troubleshooting.
- Strong understanding of API request/response flows (Auth, Game Launch, Transaction Processing) and multi-tenant admin configuration engines.
