L2 Technical Support Specialist

🕒 July 17

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GR8 Tech

WebsiteLinkedInAll Job Openings

501 - 1000 employees

🎮 Gaming

☁️ SaaS

Gaming • SaaS

GR8 Tech is a leading provider of B2B iGaming solutions. It specializes in offering customizable software platforms for online gambling businesses, focusing on enhancing player experience and operational efficiency. GR8 Tech's comprehensive offerings include a full-featured sportsbook, online casino solutions, CRM systems tailored for iGaming, and secure payment gateways. The company emphasizes technology innovation and infrastructure to support emerging markets and multi-currency and multi-language operations, ensuring global reach. GR8 Tech is committed to security and has obtained several certifications to meet industry standards. With solutions ranging from platform customization to comprehensive risk management, GR8 Tech is poised to empower iGaming businesses for success.

📋 Description

• Own the technical resolution and localization of complex, non-typical core platform incidents. • Independently troubleshoot microservice communication failures, balance processing issues, and authentication layer anomalies. • Receive and independently investigate complex, non-standard platform requests. • Troubleshoot cross-functional incidents at the boundary of core platform systems and adjacent integration modules. • Guide and assist Junior L2 and adjacent support lines with advanced platform configuration investigations. • Analyze structured logs, inspect error stacks, and generate high-quality bug reports for L3/QA. • Monitor SLA compliance for assigned complex incidents. • Develop and implement detailed technical runbooks and mentorship for Junior engineers.

🎯 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.

🏖️ Benefits

• 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.