Middle Customer Support Specialist

About the Role: GR8 Tech builds high-impact B2B iGaming platforms for operators worldwide. We are looking for a Middle Customer Support Specialist to provide first-line technical support for our clients. You will be responsible for identifying, documenting, and resolving technical issues while ensuring SLA compliance and escalating complex problems to our DevOps and QA teams.

What You'll Drive

• Incident Handling: Reproduce, analyze, and resolve technical issues or escalate when necessary while managing incident tickets.
• Collaboration: Act as the first line of technical defense, working closely with DevOps, QA, and Product teams.
• Monitoring: Track product stability and notify relevant teams during urgent incidents or system blocks.
• Communication: Maintain professional and clear communication with B2B clients across different time zones.

What You Bring

• 1+ year of experience in technical support, ideally within a B2B environment.
• English proficiency (B2+) and fluency in Russian or Ukrainian.
• Hands-on experience with Jira and Confluence for ticket management and documentation.
• Strong problem-solving skills and the ability to multitask in a shift-based environment (including nights).
• Nice to Have: Experience with browser developer tools, ELK logs, Grafana dashboards, or ITIL processes.

Benefits

• Benefits Cafeteria: Annual budget for Sports, Medical, Mental Health, Home Office, or Languages.
• Paid maternity/paternity leave and monthly childcare allowances.
• 20+ vacation days, unlimited sick leave, and emergency time off.
• Remote-first setup with tech support and coworking compensation.
• Continuous learning culture with internal growth programs and courses.