Middle L1 Technical Support Specialist
This role exists to provide first-line technical support for clients, ensuring issues are identified, documented, and resolved efficiently while escalating complex problems to the appropriate teams.
The specialist will be responsible for incident handling and troubleshooting, including reproducing, analysing, and resolving technical issues or escalating when necessary. They will also create and manage incident tickets, ensuring SLA compliance.
Collaboration and communication are key, involving working with internal teams such as DevOps, QA, and Product to resolve problems. The specialist will act as the first line of technical defence for clients, maintaining clear and professional communication.
Monitoring product stability and notifying relevant teams during urgent incidents is also part of the role, along with escalating unresolved or blocked issues according to internal procedures.
- Reproducing, analysing, and resolving technical issues or escalating when necessary.
- Creating and managing incident tickets, ensuring SLA compliance.
- Working with internal teams (DevOps, QA, Product) to resolve problems.
- Acting as the first line of technical defence for clients with clear, professional communication.
- Monitoring product stability and notifying relevant teams during urgent incidents.
- Escalating unresolved or blocked issues according to internal procedures.
- 1+ years of experience in technical support, preferably within a B2B product company or the iGaming industry (required).
- English B2+ and fluency in Russian or Ukrainian (required).
- Full readiness to work in a shift-based schedule, including regular night shifts (required).
- Hands-on experience with browser DevTools (inspecting elements, checking network tabs, and reproducing bugs) (required).
- Practical skills in analysing logs via Kibana (ELK stack) and monitoring dashboards in Grafana (required).
- Proficiency with Jira and Confluence for ticket tracking and documentation (required).
- Familiarity with ITIL processes (required).
- Multitasking skills with the ability to handle a high volume of diverse incoming tickets and switch contexts fast (required).
- 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.
