Middle L1 Technical Support Specialist

About the Position

We are looking for a Middle L1 Technical Support Specialist to join our team at GR8 Tech. This role is crucial for protecting client trust and delivering seamless technical problem resolution for our B2B partners.

Responsibilities

• Ticket Ownership & Technical Investigation

  • Independently validate, investigate, and resolve complex B2B tickets using server logs, monitoring tools, and Browser DevTools.
  • Replicate user-reported issues to isolate root causes across APIs, client-server interactions, and integration layers.
  • Review incoming technical fixes from L2/L3 teams to ensure solutions are fully tested and directly address client needs before closing tickets.

• Incident Response & Operational Execution

  • Coordinate L1 incident workflows during outages, including hosting incident calls, maintaining technical timelines, and issuing public status updates.
  • Monitor real-time platform alerts, instantly triaging anomalies to prevent potential SLA breaches.
  • Proactively drive backlog management, ensuring clear client follow-ups and transparent delay notifications.

• Collaboration & Knowledge Sharing

  • Translate complex technical root causes into actionable, human-readable updates for clients and non-technical stakeholders.
  • Guide Junior Specialists on investigation techniques, log analysis, and effective ticket routing.
  • Escalation path management: Route fully documented, edge-case issues to L2/L3 engineering teams with detailed diagnostic data.

Requirements

• Must-Have

  • 1+ years of experience in B2B Customer Support, Technical Support, Service Desk, Application Support, or operations in a B2B SaaS or high-load digital environment.
  • Hands-on experience analyzing server logs, administrative back-office tools, and Browser DevTools.
  • Practical knowledge of ticketing platforms (Jira/JSM, Zendesk, or ServiceNow) and incident workflows (L1–L3 framework).
  • Proven ability to coordinate critical incidents (organizing response calls, tracking timelines, writing client updates).
  • Flexibility to work full-time on a shift-based, 24/7 rotating schedule (including nights, weekends, and holidays).
  • Upper-Intermediate English level.

• Nice-to-Have

  • Direct experience in iGaming, fintech, or payment processing ecosystems.
  • Basic understanding of API structures and HTTP request/response payloads.
  • Prior experience managing incident response tools like Statuspage.

We Offer

• Comprehensive benefits package including:
  • Childcare Support: Payment for courses, education, and childcare within the budget to support the child's development.
  • Corporate Life Insurance: Robust corporate life insurance for peace of mind.
  • 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, sick leaves, emergency leave, public holidays, maternity/paternity leave.
  • Relocation Boost: Support for a new professional journey with our relocation program.

About the Company

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.

Our Culture & Core Values

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.

Be a part of GR8 Team

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

Do Great Work.

Apply now