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L2 Technical Support Specialist

1 month, 1 week ago
Anywhere
Mid Level
Technical Support Engineer
Customer and Technical Support
JIRA JWT Kibana Microservices OAuth OpenSearch Postman
Apply Now
GR8 Tech

GR8 Tech

GR8 Tech is a leading B2B iGaming solutions provider, offering a full range of betting and gambling software solutions. Their top-of-the-line software and services cater to iGaming professionals looking to launch, grow, or upgrade their businesses, pro...

IT Services
251-1K
View All Jobs 13

Description

  • Independently investigate complex, non-standard platform requests involving user state discrepancies, nested configuration issues, and microservice communication failures.
  • Troubleshoot incidents at the boundary of core platform systems and adjacent integration modules.
  • Determine whether issues are caused by platform defects, database mismatches, or incorrect operator settings.
  • Support Junior L2 and adjacent support lines with advanced platform configuration investigations.
  • Analyze logs in Kibana or OpenSearch and trace transactions using IDs across microservices.
  • Inspect error stacks to localize software or database failures.
  • Participate in the technical localization of major platform incidents.
  • Create detailed bug reports for L3 and QA with logs, raw payloads, and impact summaries.
  • Monitor SLA compliance and prioritize assigned incidents independently.
  • Develop runbooks and troubleshooting workflows, and mentor junior engineers through knowledge-sharing sessions.

Requirements

  • 3+ years of experience in technical support (L2), systems analysis, or technical operations for product or B2B SaaS platforms.
  • Advanced experience with Kibana or OpenSearch, including custom search filters and tracing transaction/session data across microservices.
  • Practical experience with Postman or similar tools for API validation and debugging.
  • Ability to read technical error stacks or stack traces to identify database or code-level failures.
  • Advanced understanding of distributed session tracking, authentication layers (OAuth/JWT), data validation schemas, and database transaction lifecycles.
  • Strong proficiency with ticketing systems, including queue management, JQL filters in Jira, and dashboard usage.
  • Deep understanding of multi-tier escalation workflows, cross-functional incident routing, and SDLC phases.
  • Proven ability to work autonomously without step-by-step runbooks and make localized configuration changes independently.
  • Intermediate+ English (B1–B2) and fluent Ukrainian or Russian.

Benefits

  • Annual Benefits Cafeteria budget for sports, medical, mental health, home office, and languages.
  • Paid maternity/paternity leave plus a monthly childcare allowance.
  • 20+ vacation days, unlimited sick leave, and emergency time off.
  • Remote-first setup with tech support and coworking compensation.
  • Team events, including online, offline, and offsite gatherings.
  • Internal courses and growth programs for learning and development.

Interested in this position?

Apply directly on the company website

Apply Now

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