Middle Technical 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. What makes you a GR8 fit 1+ years of experience in technical support, preferably within a B2B product company or the iGaming industry. English B2+ and fluency in Russian or Ukrainian. Full readiness to work in a shift-based schedule, including regular night shifts. Hands-on experience with browser DevTools (inspecting elements, checking network tabs, and reproducing bugs). Practical skills in analyzing logs via Kibana (ELK stack) and monitoring dashboards in Grafana. Proficiency with Jira and Confluence for ticket tracking and documentation, alongside familiarity with ITIL processes. Multitasking skills with the ability to handle a high volume of diverse incoming tickets and switch contexts fast. 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.