At Six Values, we are more than just a B2B betting and gaming technology company — we are creators of experiences that change people’s moods for the better.

We work with a range of global client brands - are we are in “scale up” mode, hiring the best and most highly motivated, fast working, bureaucracy hating, “I want to win but I’m not afraid to fail…”, team players. We provide B2B support services to multiple technology and gaming partners, we believe in the free market, and want to hear from the best of the best.

Role Summary:

As a Service Manager Engineer, you are responsible for advanced incident investigation and resolution for customer-facing platforms. You handle escalations from L1, diagnose complex technical and functional issues, and work closely with Engineering, Product, and Integration teams to restore service quickly and safely. You play a key role in Major Incidents, release support, and continuous improvement, ensuring a stable and high-quality player experience across all products.

Purpose
To provide advanced operational support by resolving complex incidents, minimizing customer impact, and driving permanent fixes through deep technical analysis, cross-team collaboration, and continuous improvement.

Scope of Services / Key Responsibilities
1. Advanced Incident & Escalation Management

Own and resolve L2-level incidents escalated from L1, ensuring accurate diagnosis and timely resolution in line with SLAs.
Act as incident owner for complex or high-impact customer-facing issues, coordinating investigation activities across multiple systems and teams.
Ensure tickets contain detailed technical findings, clear timelines, and validated resolutions before closure.
Proactively identify patterns in escalated incidents and recommend corrective or preventive actions.

2. Major Incident Participation

Actively participate in Major Incident (MI) bridges, supporting root cause identification and impact assessment.
Assist in stabilizing live B2C environments by applying workarounds, configuration changes, or feature toggles where approved.
Provide clear and timely technical updates for internal and external communications.
Contribute detailed technical input to post-mortems, including contributing factors and long-term fix recommendations.

3. Deep Technical Troubleshooting

Investigate complex issues using logs, monitoring tools, APIs, and database queries.
Analyze platform behavior across front-end, back-end, third-party providers, and integrations relevant to player journeys.
Reproduce issues in lower environments, when possible, to validate root cause and fixes.
Validate Engineering fixes in production or staging before confirming resolution.

4. Platform & Product Expertise

Maintain in-depth knowledge of products, including customer lifecycle, wallets, payments, bonuses, promotions, and regulatory constraints.
Understand how configuration, feature flags, and integrations affect the customer experience.
Support live operations teams by advising on risk, player impact, and mitigation strategies during incidents.

5. SLA & Operational Quality

Support SLA adherence by resolving L2 incidents efficiently and escalating blockers promptly.
Accurately log time, actions, and outcomes in the ticketing system to support SLA reporting and capacity planning.
Assist in breach analysis by documenting technical causes and resolution delays.

6. Release, Integration & Warranty Support

Provide L2 support during releases, hotfixes, and warranty windows, monitoring for regressions or unexpected customer impact.

7. Knowledge Management & Continuous Improvement

Create and maintain advanced troubleshooting guides, runbooks, and known-error articles for systems.
Mentor L1 Support Analysts by providing feedback on escalations, diagnostics quality, and ticket documentation.
Identify recurring issues and propose automation, monitoring, or process improvements to reduce future incidents.

8. Collaboration & Communication

Work closely with Engineering, Product, Payments, Compliance, and third-party providers to resolve incidents.
Communicate complex technical issues clearly to non-technical stakeholders, focusing on customer impact and resolution status.
Adhere strictly to security, data protection, and regulatory policies relevant to operations.

Skills & Competencies

Advanced troubleshooting skills using logs, APIs, monitoring tools...
Solid understanding of customer journeys, payments, and third-party integrations (iGaming experience preferred).
Experience working with Jira Service Management, Confluence, and collaboration tools (Slack, Teams).
Ability to operate effectively in live, high-pressure, customer-impacting environments.
Strong analytical, documentation, and communication skills.
Mentoring mindset with the ability to support and uplift L1 analysts.

Deliverables

Resolution of complex B2C incidents escalated from L1 within agreed SLAs.
Active contribution to Major Incident resolution and post-incident analysis.
Reduction in repeat incidents through improved diagnostics, documentation, and preventive actions.
High-quality L2 knowledge base content enabling faster resolution and improved L1 triage.
Operational support during releases and warranty periods with minimal customer impact.

About sixvalues

Our vision is to elevate the mood of people everywhere, making every interaction more engaging, rewarding, and memorable. Through cutting-edge technology and a real commitment to excellence, we aim to revolutionize how people connect with digital experiences, transforming the world of betting and gaming technology.

Our mission is simple yet ambitious: to be a fast-moving, highly efficient tech company that brings joy and excitement to players by delivering top-tier solutions for operators. From website and application development to data analytics and payment systems, everything we do is designed to create seamless, thrilling experiences for our partners and their customers.