Middle L1 Technical Support Specialist

About the role

GR8_TECH is looking for a Middle L1 Technical Support Specialist to protect client trust and ensure seamless technical problem resolution for its B2B iGaming partners. You will own complex tickets, monitor platform alerts, and coordinate incident response.

Key responsibilities

• Validate, investigate and resolve complex B2B tickets using server logs, monitoring tools and Browser DevTools.
• Coordinate L1 incident workflows during outages, host incident calls, maintain technical timelines and issue public status updates.
• Manage backlog, provide clear client follow‑ups and transparent delay notifications.
• Translate technical root causes into client‑friendly updates and guide junior specialists.

Required profile

• 1+ years experience in B2B Customer Support, Technical Support or Service Desk in a SaaS or high‑load digital environment.
• Hands‑on experience analyzing server logs and using back‑office tools.
• Ability to work full‑time on a shift‑based, 24/7 rotating schedule.
• Upper‑Intermediate English proficiency.

Required skills

• Server log analysis
• Browser DevTools
• Ticketing platforms (Jira/JSM, Zendesk, ServiceNow)
• Incident coordination and status communication
• Basic understanding of APIs and HTTP request/response payloads

What we offer

• Cafeteria budget for sports, medical, mental health, home office and language learning.
• Paid maternity/paternity leave plus monthly childcare allowance.
• 20+ vacation days, unlimited sick leave and emergency time off.
• Remote‑first work model with tech support and coworking compensation.
• Team events, internal courses and growth programs.