Middle Customer Support Specialist
GR8 Tech builds B2B iGaming platforms for operators who play to lead. We deliver full-cycle, high-impact tech designed to scale — from seamless integrations and expert consulting to long-term operational support. Our platform powers millions of active players and drives real business growth. Call it what it is: the iGaming Platform for Champions. With 1000+ GR8 people across locations and time zones, we don’t just ship technology — we help operators build success stories across brands, markets, and geos. Our ambition drives us. Our people make it real. If you’re a challenger in spirit and a champion in action — join us.
Why this role exists: 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.
What you’ll drive:
Incident handling and troubleshooting
Reproducing, analyzing, and resolving technical issues or escalating when necessary.
Creating and managing incident tickets, ensuring SLA compliance.
Collaboration and communication
Working with internal teams (DevOps, QA, Product) to resolve problems.
Acting as the first line of technical defense for clients with clear, professional communication.
Monitoring and escalation
Monitoring product stability and notifying relevant teams during urgent incidents.
Escalating unresolved or blocked issues according to internal procedures.
- Reproducing, analyzing, 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 defense 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+ year of experience in technical support, preferably B2B.
- English B2+ and fluency in Russian or Ukrainian.
- Experience with Jira and Confluence.
- Strong client support and problem-solving skills.
- Ability to multitask and work shifts, including nights.
- Experience with browser developer tools and interpreting web error codes.
- Knowledge of system logs (ELK), monitoring dashboards (Grafana).
- Familiarity with standard IT processes (ITIL).
- 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.
