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Middle L2 Technical Support Specialist for CRM Team

2 weeks, 6 days ago
Anywhere
Full-time
Mid Level
Technical Support Engineer
Customer and Technical Support
CRM Grafana HTTP JIRA JSON Kibana Microservices MySQL OpenSearch PostgreSQL Postman REST API SQL
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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 25

Description

  • Investigate B2B CRM requests and incidents involving user journeys, triggers, campaigns, segmentation, and bonus rules.
  • Verify user data, activity statuses, campaign parameters, and bonus states using admin panels and database queries.
  • Advise L1 support teams and B2B operators on Engagement-CRM configuration settings.
  • Analyze microservice logs and traces in Kibana/OpenSearch to identify root causes.
  • Diagnose REST APIs, webhooks, frontend errors, and Push, SMS, and Email/SMTP notification delivery.
  • Collect technical evidence and create reproduction-ready Jira bug reports for Engineering, L3, and QA.
  • Meet response and resolution targets for assigned L2 tickets.
  • Maintain diagnostic guides, verification checklists, and support runbooks.

Requirements

  • 2–3+ years of experience in L2 technical support, application support, or product platform operations using Jira/Jira Service Management.
  • Experience with B2B MarTech, CRM, e-commerce, or iGaming platforms.
  • Ability to troubleshoot unscripted technical incidents and isolate root causes.
  • Practical experience searching Kibana, OpenSearch, or Sentry logs using identifiers and correlation keys.
  • Ability to write read-only SQL queries in MySQL, PostgreSQL, or Athena.
  • Understanding of REST APIs, HTTP status codes, and JSON payloads, with hands-on Postman or cURL experience.
  • Experience using Browser DevTools and familiarity with Push, SMS, and Email notification channels.
  • Intermediate English (B1–B2) and fluent Ukrainian or Russian.
  • Basic familiarity with Grafana and experience creating diagnostic guides or checklists are preferred.

Benefits

  • Annual benefits cafeteria budget for sports, medical care, mental health, home office, and language learning.
  • 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.
  • Team events, including online, offline, and offsite activities.
  • Internal courses and professional growth programs.

Interested in this position?

Apply directly on the company website

Apply Now

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