Junior L2 Technical Support Specialist for CRM Team at GR8_TECH

At GR8_TECH, we build high-impact, full-cycle B2B iGaming platforms for operators who aim to lead the market. Our technology powers millions of active players and drives significant business growth through seamless integrations, expert consulting, and reliable operational support. With a global team of over 1,000 professionals, we do not just ship software. We help our partners build success stories across diverse brands and markets. If you are a challenger at heart and a champion in your work, we invite you to join us.

Key outcomes

• Manage incoming tickets by reviewing and addressing requests from operator teams regarding the Engagement-CRM system.
• Verify system data, including user activity, campaign parameters, and platform statuses, using our internal admin panels.
• Provide guidance to support lines and operators on standard configuration settings within the CRM.
• Isolate technical incidents by searching logs in Kibana or OpenSearch to identify root causes.
• Utilize Browser DevTools to inspect frontend issues and verify notification delivery across various channels.
• Prepare detailed escalations for engineering teams by gathering essential identifiers, logs, and error codes.
• Ensure full compliance with SLA targets for response and resolution times.
• Translate complex technical errors into clear, actionable language for our clients.
• Maintain and update diagnostic runbooks to assist the L1 support team.

Requirements

• At least 12 months of experience in technical support or B2B customer service using ticketing systems like Jira or ServiceNow.
• Practical ability to search logs in Kibana or OpenSearch using basic identifiers.
• Foundational knowledge of REST API principles, including standard HTTP error codes.
• Proficiency with Browser DevTools and a basic understanding of notification delivery gateways.
• Strong grasp of multi-tier support workflows and incident triage.
• Exceptional attention to detail when analyzing data and system logs.
• Intermediate proficiency in English for technical documentation, alongside fluency in Ukrainian or Russian for daily operations.

Preferred qualifications

• Experience working in a runbook-driven environment.
• Foundational knowledge of bug tracking within the software development lifecycle.
• Experience in drafting technical guides or step-by-step instructions for support teams.

Compensation

We offer a flexible benefits cafeteria with an annual budget that you can allocate toward medical insurance, mental wellness, home office equipment, or language learning. Our support package includes:

• Paid maternity and paternity leave.
• Paid time off, including vacation days and sick leave.
• Remote work flexibility with coworking budget support.
• Access to internal learning programs and professional growth opportunities.

How to apply

If you are ready to own your game and contribute to our mission, please submit your application through our portal. We look forward to reviewing your experience and discussing how you can help us continue to deliver excellence in the iGaming industry.