Middle Technical Support Specialist
Description
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.
Responsibilities
- 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.
Requirements
- 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 analyzing logs via Kibana (ELK stack) and monitoring dashboards in Grafana (required).
- Proficiency with Jira and Confluence for ticket tracking and documentation, alongside familiarity with ITIL processes (required).
- Multitasking skills with the ability to handle a high volume of diverse incoming tickets and switch contexts fast (required).
Benefits
- 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.