Middle L1 Technical Support Specialist - Remote

Overview

GR8 Tech is a leading B2B provider of iGaming solutions that empowers operators to grow, lead, and win.

We deliver high-impact, full-cycle tech solutions designed to scale. From seamless integration and expert consulting to long-term operational support, our platform powers millions of active players and drives real business growth. It’s more than just a product — it’s the iGaming Platform for Champions, built for those who play to lead.

We know the game and how to take it to the next level. With 1000+ talented professionals on board, we don't just build tech — we build success stories for iGaming operators all over the world.

Our ambition drives us, our people make it real. Join us and be part of building champion-level success!

In Short

• Reproducing, analyzing, and evaluating technical issues to resolve them independently or escalate as required;
• Creating business incident tickets in the internal system, reviewing them regularly, validating categorization, and ensuring compliance with SLAs;
• Collaborating closely with internal teams (DevOps, QA, Product, etc.) to identify root causes and drive resolutions;
• Monitoring product stability and proactively engaging the relevant departments during high-priority or urgent incidents;
• Ensuring incident SLAs are met, escalating unresolved or blocked issues accordingly;
• Acting as the first line of technical defense for our clients - balancing both client-centric communication and technical problem-solving.

Requirements

• Minimum 1 year of experience in technical support, preferably in a B2B environment;
• Comfortable using Jira for task tracking and Confluence for documentation;
• Strong client support skills and understanding of how technical issues affect business operations;
• Ability to multitask and work in different shifts, including nights;
• Able to handle emergencies effectively and know when to escalate to senior team members;
• Confident using browser developer tools to identify website bugs and interpret common web error codes (e.g., 404 Not Found);
• English proficiency at least B2 level and fluency in Russian or Ukrainian;
• Knowledge of system logs (e.g., ELK) and monitoring dashboards (e.g., Grafana) is a plus, as well as familiarity with Cloudflare and standard IT processes (ITIL).

Benefits

• An annual fixed budget that you can use based on your needs and lifestyle. You decide how to allocate it:
• Sports – gym, yoga, or any activity to keep you active;
• Medical – insurance and wellness services;
• Mental health– therapy or coaching support;
• Home office – ergonomic furniture, gadgets, and tools;
• Languages – courses to improve or learn new skills.
• Parental support with paid maternity/paternity leave and monthly childcare allowance;
• 20+ vacation days, unlimited sick leave, and emergency time off;
• Remote-first setup with full tech support and coworking compensation;
• Regular team events – online, offline, and offsite;
• Learning culture with internal courses, career development programs, and real growth opportunities.