Middle Technical Support Specialist

Description

Summary: This role provides first-line technical support for clients, ensuring efficient issue resolution and escalation of complex problems to appropriate teams. Highlights: 1. Focus on incident handling, troubleshooting, and client technical defense. 2. Opportunity to collaborate with internal teams (DevOps, QA, Product). 3. Engage in monitoring product stability and escalating urgent incidents. **GR8****\_TECH builds B2B iGaming platforms for operators who play to lead.** We deliver full\-cycle, high\-impact tech designed to scale — from seamless integrations and expert consulting to long\-term operational support. Our platform powers millions of active players and drives real business growth. Call it what it is: the iGaming Platform for Champions. With 1000\+ GR8 people across locations and time zones, we don't just ship technology — we help operators build success stories across brands, markets, and geos. **Our ambition drives us. Our people make it real.** If you're a challenger in spirit and a champion in action — join us. **Why this role exists:** ------------------------- This role exists to provide first\-line technical support for clients, ensuring issues are identified, documented, and resolved efficiently while escalating complex problems to the appropriate teams. **What you'll drive:** ---------------------- **Incident handling and troubleshooting** * Reproducing, analyzing, and resolving technical issues or escalating when necessary. * Creating and managing incident tickets, ensuring SLA compliance. **Collaboration and communication** * Working with internal teams (DevOps, QA, Product) to resolve problems. * Acting as the first line of technical defense for clients with clear, professional communication. **Monitoring and escalation** * Monitoring product stability and notifying relevant teams during urgent incidents. * Escalating unresolved or blocked issues according to internal procedures. **What makes you a GR8 fit** ---------------------------- * 1\+ years of experience in technical support, preferably within a B2B product company or the iGaming industry. * **English B2\+ and fluency in Russian or Ukrainian.** * Full readiness to work in a **shift\-based schedule, including regular night shifts.** * Hands\-on experience with browser DevTools (inspecting elements, checking network tabs, and reproducing bugs). * Practical skills in analyzing logs via Kibana (ELK stack) and monitoring dashboards in Grafana. * Proficiency with Jira and Confluence for ticket tracking and documentation, alongside familiarity with ITIL processes. * Multitasking skills with the ability to handle a high volume of diverse incoming tickets and switch contexts fast. **Why you'll love working here:** --------------------------------- **Benefits Cafeteria** — annual budget you allocate to: Sports • Medical • Mental health • Home office • Languages. **Work\-life \& support** * Paid maternity/paternity leave \+ monthly childcare allowance. * 20\+ vacation days, unlimited sick leave, emergency time off. * Remote\-first \+ tech support \+ coworking compensation. * Team events (online/offline/offsite). * Learning culture with internal courses \+ growth programs. **Our culture \& core values:** ------------------------------- GR8\_TECH culture is how we win — through trust, ownership, and a growth mindset. We move fast, stay curious, and keep it real, with open feedback, room to experiment, and a team that's got your back. **FUELLED BY TRUST**: we're open, honest, and have each other's backs. **OWN YOUR GAME**: we take initiative and own what we do. **ACCELER8**: we move fast, focus smart, and keep it simple. **CHALLENGE ACCEPTED**: we grow through challenges and stay curious. **BULLETPROOF**: we're resilient, ready, and always have a plan.