Middle L1 Technical Support Specialist

GR8_TECH builds high-impact B2B iGaming platforms designed to scale, powering millions of active players globally. We are looking for a Middle L1 Technical Support Specialist to join our team and ensure seamless platform availability and exceptional service for our partners.

Key responsibilities

• Independently validate, investigate, and resolve complex B2B tickets using server logs, monitoring tools, and Browser DevTools.
• Coordinate L1 incident workflows during outages, including hosting incident calls and maintaining technical timelines.
• Monitor real-time platform alerts, triaging anomalies to prevent potential SLA breaches.
• Translate complex technical root causes into actionable, human-readable updates for clients and stakeholders.
• Guide junior team members on investigation techniques and effective ticket routing.

Requirements

• 1+ years of experience in B2B technical support, service desk, or application support in a high-load digital environment.
• Hands-on experience analyzing server logs, administrative back-office tools, and Browser DevTools.
• Practical knowledge of ticketing platforms like Jira or Zendesk and incident management frameworks.
• Proven ability to coordinate critical incidents and manage technical documentation.
• Flexibility to work full-time on a 24/7 rotating shift schedule, including nights and weekends.
• B1-B2+ English proficiency alongside fluent Ukrainian or Russian.

What we offer

• Flexible benefits cafeteria with an annual budget for sports, medical, mental health, and home office needs.
• Comprehensive work-life support including paid parental leave and childcare allowances.
• Generous vacation policy, unlimited sick leave, and emergency time off.
• Remote-first environment with support for coworking spaces and technical equipment.
• Strong learning culture with access to internal courses and professional growth programs.