Middle L1 Technical Support Specialist
This role exists to protect client trust and deliver seamless technical problem resolution for GR8_TECH's B2B partners. The specialist will help maintain strict SLA commitments and uninterrupted platform availability by taking full ownership of complex L1 support cases, system alerts, and critical incident coordination.
The role involves independently validating, investigating, and resolving complex B2B tickets using server logs, monitoring tools, and Browser DevTools. It also includes replicating user-reported issues to isolate root causes across APIs, client-server interactions, and integration layers. The specialist will review incoming technical fixes from L2/L3 teams to ensure solutions are fully tested and directly address client needs before closing tickets.
Furthermore, the role requires coordinating L1 incident workflows during outages, including hosting incident calls, maintaining technical timelines, and issuing public status updates. The specialist will monitor real-time platform alerts, instantly triaging anomalies to prevent potential SLA breaches, and proactively drive backlog management, ensuring clear client follow-ups and transparent delay notifications.
Collaboration and knowledge sharing are key, involving translating complex technical root causes into actionable, human-readable updates for clients and non-technical stakeholders. The specialist will also guide Junior Specialists on investigation techniques, log analysis, and effective ticket routing, and route fully documented, edge-case issues to L2/L3 engineering teams with detailed diagnostic data.
- 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.
- 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.
- 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.
- Route fully documented, edge-case issues to L2/L3 engineering teams with detailed diagnostic data.
- 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. (required)
- Hands-on experience analyzing server logs, administrative back-office tools, and Browser DevTools. (required)
- Practical knowledge of ticketing platforms (Jira/JSM, Zendesk, or ServiceNow) and incident workflows (L1–L3 framework). (required)
- Proven ability to coordinate critical incidents (organizing response calls, tracking timelines, writing client updates). (required)
- Flexibility to work full-time on a shift-based, 24/7 rotating schedule (including nights, weekends, and holidays). (required)
- Upper-Intermediate English level. (required)
- Direct experience in iGaming, fintech, or payment processing ecosystems. (nice-to-have)
- Basic understanding of API structures and HTTP request/response payloads. (nice-to-have)
- Prior experience managing incident response tools like Statuspage. (nice-to-have)
- 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.
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.
