L2 Technical Support Specialist

At GR8 Tech, a Most Loved Workplace® certified employer in the Technology space, Accelerating iGaming Excellence Through Trust, Speed, and Innovation.

<div class="content-intro"><p data-renderer-start-pos="243"><strong data-renderer-mark="true"><span class="acronym-highlight">GR8</span>_TECH builds B2B iGaming platforms for operators who play to lead.</strong></p>

<p data-renderer-start-pos="328">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.</p>

<p data-renderer-start-pos="608">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.</p>

<p data-renderer-start-pos="770"><strong data-renderer-mark="true">Our ambition drives us. Our people make it real.</strong></p>

<p data-renderer-start-pos="820">If you’re a challenger in spirit and a champion in action — join us.</p></div><h2 data-path-to-node="3">Why this role exists:</h2>

<p><span class="">This role exists to own the technical resolution and localization of complex,</span><span class=""> non-typical core platform incidents before they reach development.</span><span class=""> You’ll help us maintain platform stability and protect engineering teams by independently troubleshooting microservice communication failures,</span><span class=""> balance processing issues,</span><span class=""> and authentication layer anomalies.</span></p>

<h2 data-path-to-node="7">What you’ll drive:</h2>

<p data-path-to-node="10"><strong data-path-to-node="10" data-index-in-node="0">Advanced Investigation & Core Operations</strong></p>

<ul>

<li data-path-to-node="11,0,0">Receive and independently investigate complex, non-standard platform requests related to discrepancies in user states, nested configuration issues, and microservice communication failures.</li>

<li data-path-to-node="11,1,0">Troubleshoot cross-functional incidents occurring at the boundary of core platform systems and adjacent integration modules.</li>

<li data-path-to-node="11,2,0">Independently determine whether a failure stems from a platform software defect, database mismatch, or incorrect complex operator settings.</li>

<li data-path-to-node="11,3,0">Guide and assist Junior L2 and adjacent support lines with advanced platform configuration investigations.</li>

</ul>

<p data-path-to-node="12"><strong data-path-to-node="12" data-index-in-node="0">Deep Troubleshooting & Escalation</strong></p>

<ul>

<li data-path-to-node="13,0,0">Analyze structured logs in management systems (Kibana/OpenSearch), matching cross-system identifiers (Trace IDs, Request IDs, or Session IDs) to trace core platform data passing through microservices.</li>

<li data-path-to-node="13,1,0">Inspect error stacks in tracking tools to precisely localize software or database failures.</li>

<li data-path-to-node="13,2,0">Participate in the technical localization of major platform incidents.</li>

<li data-path-to-node="13,3,0">Generate high-quality, detailed bug reports for L3/QA, providing logs, raw payloads, and business/operational impact summaries.</li>

</ul>

<p data-path-to-node="14"><strong data-path-to-node="14" data-index-in-node="0">Delivery, Execution & L3 Shielding</strong></p>

<ul>

<li data-path-to-node="15,0,0">Monitor SLA compliance for all assigned complex incidents, independently prioritizing platform tasks within the domain.</li>

<li data-path-to-node="15,1,0">Maintain a high level of independent ticket resolution (L2 Resolution Rate), shielding product and engineering teams from incomplete, unverified, or configuration-based escalations.</li>

<li data-path-to-node="15,2,0">Control the reopen rate by providing comprehensive, fully validated technical solutions.</li>

</ul>

<p data-path-to-node="16"><strong data-path-to-node="16" data-index-in-node="0">Knowledge Base & Mentorship</strong></p>

<ul>

<li data-path-to-node="17,0,0">Develop and implement detailed technical runbooks and troubleshooting workflows for Junior L2 and L1 support lines.</li>

<li data-path-to-node="17,1,0">Mentor Junior engineers and conduct technical knowledge-sharing sessions regarding the inner architecture of platform features.</li>

</ul>

<h2 data-path-to-node="17">What makes you a GR8 fit:</h2>

<ul>

<li data-path-to-node="20,0,0">3+ years of experience in technical support (L2), systems analysis, or technical operations of product/B2B SaaS platforms.</li>

<li data-path-to-node="20,1,0">Advanced log management skills: Strong experience with Kibana/OpenSearch, including building custom search filters, aggregating core logs, and tracing transaction/session data chains across microservices.</li>

<li data-path-to-node="20,2,0">API Testing & Debugging: Practical experience with Postman (or similar tools) to validate platform API endpoints, request/response bodies, and authentication headers.</li>

<li data-path-to-node="20,3,0">Technical Error Analysis: Ability to read and interpret technical error stacks (stack traces) in monitoring systems to identify database or code-level failures.</li>

<li data-path-to-node="20,4,0">Core Platform Mechanics: Advanced operational understanding of distributed session tracking, authentication layers (OAuth/JWT), data validation schemas, and database transaction lifecycles.</li>

<li data-path-to-node="22,0,0">Issue Tracking Tools: Strong proficiency in advanced ticketing system features, including queue management, custom filters (JQL in Jira), and dashboard utilization to track team performance.</li>

<li data-path-to-node="22,1,0">SDLC Frameworks: Deep operational understanding of multi-tier escalation workflows, cross-functional incident routing, and SDLC phases to accurately distinguish platform bugs from configuration errors.</li>

<li data-path-to-node="20,5,0">High Level of Autonomy: Proven ability to work without relying on step-by-step runbooks, diagnose complex issues from scratch, implement localized configuration changes, and execute technical data exports independently.</li>

<li data-path-to-node="20,6,0">Language Proficiency: Intermediate+ English (B1–B2) and Fluent Ukrainian or Russian.</li>

</ul><div class="content-conclusion"><h2 data-renderer-start-pos="906"><strong data-renderer-mark="true">Why you’ll love working here: </strong></h2>

<p data-renderer-start-pos="958"><strong data-renderer-mark="true">Benefits Cafeteria</strong> — annual budget you allocate to:</p>

<p data-renderer-start-pos="1011">Sports • Medical • Mental health • Home office • Languages.</p>

<p data-renderer-start-pos="1072"><strong data-renderer-mark="true">Work-life & support</strong></p>

<ul>

<li data-renderer-start-pos="1095">Paid maternity/paternity leave + monthly childcare allowance.</li>

<li data-renderer-start-pos="1160">20+ vacation days, unlimited sick leave, emergency time off.</li>

<li data-renderer-start-pos="1224">Remote-first + tech support + coworking compensation.</li>

<li data-renderer-start-pos="1281">Team events (online/offline/offsite).</li>

<li data-renderer-start-pos="1322">Learning culture with internal courses + growth programs.</li>

</ul>

<h2 data-renderer-start-pos="1383"><strong data-renderer-mark="true">Our culture & core values:</strong></h2>

<p data-renderer-start-pos="1411">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.</p>

<p data-renderer-start-pos="1612"><strong data-renderer-mark="true">FUELLED BY TRUST</strong>: we’re open, honest, and have each other’s backs.</p>

<p data-renderer-start-pos="1680"><strong data-renderer-mark="true">OWN YOUR GAME</strong>: we take initiative and own what we do.</p>

<p data-renderer-start-pos="1735"><strong data-renderer-mark="true">ACCELER8</strong>: we move fast, focus smart, and keep it simple.</p>

<p data-renderer-start-pos="1793"><strong data-renderer-mark="true">CHALLENGE ACCEPTED</strong>: we grow through challenges and stay curious.</p>

<p data-renderer-start-pos="1859"><strong data-renderer-mark="true">BULLETPROOF</strong>: we’re resilient, ready, and always have a plan.</p></div>

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