About the Position

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 own the technical resolution and localization of complex, non-typical core platform incidents before they reach development. You’ll help us maintain platform stability and protect engineering teams by independently troubleshooting microservice communication failures, balance processing issues, and authentication layer anomalies.

Responsibilities

Advanced Investigation & Core Operations
- Receive and independently investigate complex, non-standard platform requests related to discrepancies in user states, nested configuration issues, and microservice communication failures.
- Troubleshoot cross-functional incidents occurring at the boundary of core platform systems and adjacent integration modules.
- Independently determine whether a failure stems from a platform software defect, database mismatch, or incorrect complex operator settings.
- Guide and assist Junior L2 and adjacent support lines with advanced platform configuration investigations.
Deep Troubleshooting & Escalation
- 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.
- Inspect error stacks in tracking tools to precisely localize software or database failures.
- Participate in the technical localization of major platform incidents.
- Generate high-quality, detailed bug reports for L3/QA, providing logs, raw payloads, and business/operational impact summaries.
Delivery, Execution & L3 Shielding
- Monitor SLA compliance for all assigned complex incidents, independently prioritizing platform tasks within the domain.
- Maintain a high level of independent ticket resolution (L2 Resolution Rate), shielding product and engineering teams from incomplete, unverified, or configuration-based escalations.
- Control the reopen rate by providing comprehensive, fully validated technical solutions.
Knowledge Base & Mentorship
- Develop and implement detailed technical runbooks and troubleshooting workflows for Junior L2 and L1 support lines.
- Mentor Junior engineers and conduct technical knowledge-sharing sessions regarding the inner architecture of platform features.

Requirements

3+ years of experience in technical support (L2), systems analysis, or technical operations of product/B2B SaaS platforms.
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.
API Testing & Debugging: Practical experience with Postman (or similar tools) to validate platform API endpoints, request/response bodies, and authentication headers.
Technical Error Analysis: Ability to read and interpret technical error stacks (stack traces) in monitoring systems to identify database or code-level failures.
Core Platform Mechanics: Advanced operational understanding of distributed session tracking, authentication layers (OAuth/JWT), data validation schemas, and database transaction lifecycles.
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.
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.
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.
Language Proficiency: Intermediate+ English (B1–B2) and Fluent Ukrainian or Russian.

We Offer

Benefits Cafeteria - annual budget you allocate to: Sports • Medical • Mental health • Home office • Languages.
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.

About the Company

At GR8 Tech, you're a vital part of a groundbreaking community in the iGaming industry. Join Us.

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.

Get Ready for GR8 Benefits!

Working at GR8 Tech means being part of a winning team. In addition to vacancies and jobs, we offer our employees a comprehensive benefits package designed to keep them in top form professionally and personally.

Childcare Support: Payment for courses, education, and childcare within the budget to support the child's development.
Corporate Life Insurance: At GR8 Tech, caring is winning. Work in a company where we provide robust corporate life insurance, so you and your loved ones have peace of mind, whatever twists and turns life may take.
Benefit Cafeteria:
- Health and Wellness Coverage
- Fitness Compensation
- Home Workspace Organization
Professional Growth Opportunities:
- Educational events
- Participation in tech and business conferences
- Assistance in publishing articles in leading specialized publications and blogs
Time Off and Special Leaves:
- Vacation and additional special days
- Sick leaves
- Emergency leave
- Public Holidays
- Maternity/Paternity leave
Relocation Boost: Embark on a new professional journey with our relocation program! We're here to support you every step of the way. Ask your recruiter about additional benefits in the current region

Want to explore more?

Media: Stay up-to-date with our press releases and media coverage. Discover the latest news and updates about GR8 Tech!
Events: Keep informed with the latest iGaming events and conferences. Mark your calendars and be part of the conversations driving iGaming forward!

Solutions

Hyper Turnkey
Crypto Turnkey
Light White Label
GR8 Sportsbook
Infinite Casino Aggregation

Platform

GR8 Tech Platform
GR8 Tech AI
Sportsbook
Sportsbook iFrame
Sportsbook API
Casino
CRM
Payments Gateway
PAM
CMS
Affiliate platform

Company

Careers
Events
Media
Success Stories
Newsroom

Resources

Blog
Guides
Video Tutorials
Glossary
Sports Catalog
Casino Providers Catalog
Casino Games Catalog
Knowledge Hub
Acceler8 Lab

Contacts

[email protected]
Spyrou Kyprianou Ave 120, Limassol, Cyprus

GR8 Tech operates solely as a B2B software service provider within the iGaming industry, and as such, does not offer or operate direct gambling services to consumers on this website.

L2 Technical Support Specialist

Tech Stack

Job Description, Responsibilities & Requirements