Middle L2 Technical Support Specialist for Platform Team

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>This role exists to ensure the technical stability and data integrity of our core platform by localizing and resolving complex, non-standard incidents. You’ll help us maintain reliable platform operations by taking full ownership of deep technical triage, shielding engineering teams from unverified bugs, and mentoring junior support specialists.</p>

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

<h4 data-path-to-node="17">Deep Investigation & Core Operations</h4>

<ul>

<li data-path-to-node="18,0,0">Investigate complex failures: Autonomously diagnose non-standard platform requests, nested configuration issues, and microservice communication breakdowns.</li>

<li data-path-to-node="18,1,0">Determine root causes: Differentiate between platform software defects, database mismatches, and misconfigured complex settings across core systems.</li>

<li data-path-to-node="18,2,0">Assist junior tiers: Guide Junior L2 and adjacent support teams through advanced platform configuration issues and troubleshooting pathways.</li>

</ul>

<h4 data-path-to-node="19">Advanced Troubleshooting & Engineering Shielding</h4>

<ul>

<li data-path-to-node="20,0,0">Trace microservice flows: Filter structured logs in Kibana or OpenSearch by matching cross-system identifiers (Trace IDs, Request IDs, Session IDs).</li>

<li data-path-to-node="20,1,0">Inspect API and error stacks: Validate API endpoints and response payloads in Postman and interpret stack traces to locate software or database failures.</li>

<li data-path-to-node="20,2,0">Escalate validated defects: Produce structured, detailed bug reports for L3/QA containing logs, raw payloads, and business impact context.</li>

<li data-path-to-node="20,3,0">Shield L3 teams: Drive high independent resolution rates (L2 Resolution Rate) to prevent configuration issues from reaching core development.</li>

</ul>

<h4 data-path-to-node="21">SLA Management & Quality Control</h4>

<ul>

<li>Prioritize domain tasks: Manage assigned incidents independently under strict B2B SLA constraints while prioritizing platform impact.</li>

<li>Reduce reopen rates: Deliver fully validated technical solutions and configuration adjustments to prevent repeated ticket reopens.</li>

</ul>

<h4 data-path-to-node="23">Knowledge Sharing & Mentorship</h4>

<ul>

<li data-path-to-node="24,0,0">Build technical runbooks: Create and maintain step-by-step diagnostic workflows for L1 and Junior L2 support tiers.</li>

<li data-path-to-node="24,1,0">Mentor team members: Conduct knowledge-sharing sessions on platform features, inner architecture, and log-tracing techniques.</li>

</ul>

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

<h4 data-path-to-node="27">Must-have</h4>

<ul>

<li data-path-to-node="28,0,0">Platform support experience: 3+ years in L2 technical support, systems analysis, or technical operations of product/B2B SaaS platforms..</li>

<li data-path-to-node="28,1,0">Log analysis & distributed tracing: Strong skills in Kibana or OpenSearch using custom filters, log aggregation, and ID tracing across microservices (Trace, Request, Session IDs).</li>

<li data-path-to-node="28,2,0">API testing & debugging: Practical experience testing platform API endpoints, request/response payloads, and authentication headers using Postman (or similar tools).</li>

<li data-path-to-node="28,3,0">Core web & auth architecture: Deep understanding of distributed sessions, OAuth/JWT authentication flows, and reading error stack traces.</li>

<li data-path-to-node="28,4,0">Advanced ticketing mastery: Proficiency in Jira/Jira Service Management, including JQL filters, custom queues, and operational dashboards under strict SLAs.</li>

<li data-path-to-node="28,5,0">Languages: Intermediate+ English (B1–B2) and fluent Ukrainian or Russian.</li>

</ul>

<h4 data-path-to-node="29">Nice-to-have</h4>

<ul>

<li data-path-to-node="30,0,0">Direct experience writing basic SQL queries to inspect platform database states.</li>

<li data-path-to-node="30,1,0">Strong familiarity with SDLC processes and hotfix lifecycle steps to speak the same language as QA and L3 engineers.</li>

<li data-path-to-node="30,2,0">Proven experience creating runbooks or training junior engineers in technical support environments.</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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