Junior L2 Technical Support Specialist for CRM Team
This role exists to ensure the technical reliability of the Engagement-CRM platform for B2B operators. The specialist will help maintain high service quality by performing initial request reviews, diagnosing technical issues using logs and admin panels, and guiding clients on correct system configurations using ready-made runbooks.
The role involves handling incoming tickets, verifying system data, and advising support lines on standard configuration settings. It also includes isolating incidents, inspecting frontend and delivery statuses, and preparing complete escalations with essential technical details for middle-level engineers.
The specialist will ensure compliance with B2B SLAs and maintain ticket accuracy. They will also be responsible for explaining technical errors in simple language to clients and contributing to the knowledge base by updating runbooks for the L1 support team.
- Receive and review requests from operators' teams regarding incorrect behavior or issues in the Engagement-CRM system.
- Verify system data, activity statuses, campaign parameters, and system details in the platform's internal admin panel.
- Guide related support teams and operators on standard configuration settings within Engagement-CRM.
- Search logging systems (Kibana/OpenSearch) using ready patterns (such as user ID or activity ID) to find root causes.
- Use Browser DevTools (Network and Console tabs) to identify user-side errors and verify notification delivery statuses across internal and external panels.
- Collect essential technical details (identifiers, logs, screenshots, error codes) and transfer verified software defects to middle-level engineers.
- Ensure full compliance with internal and external response and resolution time targets for all assigned tickets.
- Verify data and fill out all mandatory fields before moving tasks to the next support tier.
- Translate complex system errors into simple, understandable language when communicating answers to clients.
- Keep simple, step-by-step diagnostic instructions and runbooks up to date for the L1 support team.
- 2+ years in technical support, customer service (B2B), or operating product platforms using ticketing tools like Jira, Jira Service Management, or ServiceNow (required).
- Practical skills in searching logs (Kibana/OpenSearch) using basic identifiers (user ID, activity ID) (required).
- Basic knowledge of REST API principles (requests/responses, standard 4xx/5xx HTTP error codes) (required).
- Experience using Browser DevTools (Network and Console tabs) and a basic understanding of notification delivery gateways (push, SMS, email) (required).
- Understanding of multi-tier support workflows, incident triage, and SLA deadlines (required).
- Strong focus on identifying data mismatches in numbers, currencies, and system logs under tight deadlines (required).
- Intermediate English (B1–B2) for technical documentation and internal notes (required).
- Fluent Ukrainian or Russian for daily communication (required).
- Practical experience working in a runbook-driven environment with clear checklists (nice-to-have).
- Foundational awareness of how bugs are logged and tracked within the Software Development Lifecycle (SDLC) (nice-to-have).
- Experience writing simple, step-by-step technical guides or runbooks for junior support tiers (nice-to-have).
- Annual budget allocated to sports, medical, mental health, home office, or languages.
- Paid maternity/paternity leave + monthly childcare allowance.
- 20+ vacation days, unlimited sick leave, emergency time off.
- Remote-first work environment + tech support + coworking compensation.
- Team events (online/offline/offsite).
- Learning culture with internal courses + growth programs.
GR8 Tech is a business-to-business iGaming software provider headquartered in Limassol, Cyprus, supplying sportsbook and casino platform technology to operators. It is the rebranded B2B arm of Parimatch Tech, spun out from the consumer Parimatch brand in 2023. The company's modular platform supports millions of active users across more than 40 countries, maintained by a team of over 900 specialists. GR8 Tech focuses on high-performance, scalable sportsbook and gaming infrastructure.