L1 Technical Support Specialist

🔥 8 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟢 Junior

💻 IT Support

🚫👨‍🎓 No degree required

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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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

• 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 tested and 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 and triage anomalies to prevent potential SLA breaches • Drive backlog management, ensuring clear client follow-ups and transparent delay notifications • Translate technical root causes into human-readable updates for clients and non-technical stakeholders • Guide Junior Specialists on investigation techniques, log analysis, and ticket routing • Route fully documented edge-case issues to L2/L3 engineering teams with detailed diagnostic data

🎯 Requirements

• 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 such as Jira/JSM, Zendesk, or ServiceNow • Knowledge of incident workflows using an L1–L3 framework • Proven ability to coordinate critical incidents, including organizing response calls, tracking timelines, and 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 • Direct experience in iGaming, fintech, or payment processing ecosystems is nice to have • Basic understanding of API structures and HTTP request/response payloads is nice to have • Prior experience managing incident response tools such as Statuspage is nice to have

🏖️ Benefits

• Benefits Cafeteria annual budget allocated to Sports, Medical, Mental health, Home office, and Languages • Paid maternity/paternity leave • Monthly childcare allowance • 20+ vacation days • Unlimited sick leave • Emergency time off • Remote-first work arrangement • Tech support • Coworking compensation • Team events (online/offline/offsite) • Internal courses • Growth programs