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Middle L1 Technical Support Specialist

4 hours, 47 minutes ago
Anywhere
Full-time
Junior
Technical Support Engineer
Customer and Technical Support
HTTP JIRA
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 23

Description

  • Investigate and resolve complex B2B tickets using server logs, monitoring tools, administrative systems, and Browser DevTools.
  • Replicate reported issues and identify root causes across APIs, client-server interactions, and integration layers.
  • Validate fixes from L2/L3 teams through testing before closing client tickets.
  • Coordinate L1 incident response, including response calls, technical timelines, and public status updates.
  • Monitor platform alerts and triage anomalies to prevent SLA breaches.
  • Manage support backlogs, client follow-ups, and delay notifications.
  • Translate technical root causes into clear updates for clients and non-technical stakeholders.
  • Coach junior specialists on investigation, log analysis, and ticket routing.
  • Escalate fully documented edge cases to L2/L3 engineering teams with diagnostic details.

Requirements

  • 1+ year of experience in B2B Customer Support, Technical Support, Service Desk, Application Support, or B2B SaaS/high-load digital operations.
  • Hands-on experience analyzing server logs, administrative back-office tools, and Browser DevTools.
  • Practical knowledge of Jira/JSM, Zendesk, or ServiceNow and L1–L3 incident workflows.
  • Experience coordinating critical incidents, including response calls, timeline tracking, and client communications.
  • Availability for a full-time 24/7 rotating shift schedule, including nights, weekends, and holidays.
  • Upper-Intermediate English proficiency.
  • Experience in iGaming, fintech, or payment processing (preferred).
  • Basic understanding of APIs and HTTP request/response payloads (preferred).
  • Experience with incident response tools such as Statuspage (preferred).

Benefits

  • Annual benefits cafeteria budget for sports, medical care, mental health, home office, and language support.
  • Paid maternity and paternity leave with a monthly childcare allowance.
  • 20+ vacation days, unlimited sick leave, and emergency time off.
  • Remote-first work, technical support, and coworking compensation.
  • Online, offline, and offsite team events.
  • Internal courses and professional growth programs.

Interested in this position?

Apply directly on the company website

Apply Now

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