Middle L2 Technical Support Specialist for CRM Team

Job description

**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 ensure the technical reliability of our Engagement-CRM platform for B2B operators. You’ll help us maintain high service quality by performing initial request reviews, diagnosing technical issues using logs and admin panels, and guiding clients on correct system configurations using ready-made runbooks. ## What you’ll drive: **B2B Core Operations & Engagement-CRM Handling** - **CRM Ticket Processing:** Investigate B2B requests and non-standard incidents related to user journeys, trigger events, promotional campaigns, segmentation parameters, and bonus allocation rules. - **Data & Parameter Verification:** Check user data, activity statuses, campaign parameters, and bonus states in internal admin panels and via database queries. - **Support & Client Guidance:** Advise L1 support teams and B2B operators on standard and complex configuration settings within Engagement-CRM. **Technical Troubleshooting & Escalation** - **Log & Trace Analysis:** Search and analyze microservice logs in Kibana/OpenSearch using identifiers and correlation keys (User ID, Trace-ID, Activity ID, Campaign ID) to locate the root cause of failures. - **API & Delivery Diagnostics:** Inspect REST API endpoints, request/response structures, and webhooks using Postman or cURL. Use Browser DevTools (Network/Console) to troubleshoot frontend errors and verify notification delivery across Push, SMS, and Email/SMTP channels. - **Quality L3 Escalation:** Collect essential technical evidence (raw payloads, log snippets, SQL records, screenshots) and prepare clear, reproduction-ready bug reports in Jira for Engineering (L3/QA). **SLA & Knowledge Sharing** - **Meet B2B SLAs:** Ensure compliance with response and resolution time targets for assigned L2 tickets. - **Update Knowledge Base:** Keep diagnostic instructions, verification checklists, and runbooks up to date for L1 and Junior specialists based on resolved cases. ## Why makes you a GR8 fit: **Must-have** - **B2B Support Experience:** 2-3+ years in L2 technical support, application support, or product platform operations using Jira / Jira Service Management (JSM). - Experience in B2B MarTech, CRM platforms, E-commerce, or the **iGaming industry**. - **Practical Troubleshooting:** Ability to analyze unscripted technical incidents and isolate root causes using diagnostic tools rather than relying solely on fixed templates. - **Log Searching:** Practical skills searching logs in Kibana/OpenSearch/Sentry using basic identifiers and correlation keys (User ID, Trace-ID, Campaign ID). - **Basic SQL:** Practical ability to write read-only SQL queries (MySQL, PostgreSQL, or Athena) to check user states, event records, or bonus statuses. - **Web & API Basics:** Understanding of REST API principles (HTTP status codes, request/response JSON payloads) and hands-on experience using Postman or cURL. - **DevTools & Notification Gateways:** Experience with Browser DevTools (Network/Console) and basic understanding of messaging delivery channels (Push, SMS, Email). - **Languages:** Intermediate English (B1–B2) for technical documentation and internal notes; **fluent Ukrainian or Russian for daily communication.** **Nice-to-have** - Basic familiarity with monitoring tools like Grafana. - Experience writing simple diagnostic guides or checklists for support teams. ## **Why you’ll love working here:** **Benefits Cafeteria** — annual budget you allocate to: Sports • Medical • Mental health • Home office • Languages. **Work-life & support** - 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. ## **Our culture & core values:** GR8_TECH culture is how we win — through trust, ownership, and a growth mindset. We move fast, stay curious, and keep it real, with open feedback, room to experiment, and a team that’s got your back. **FUELLED BY TRUST**: we’re open, honest, and have each other’s backs. **OWN YOUR GAME**: we take initiative and own what we do. **ACCELER8**: we move fast, focus smart, and keep it simple. **CHALLENGE ACCEPTED**: we grow through challenges and stay curious. **BULLETPROOF**: we’re resilient, ready, and always have a plan.