About
GR8_TECH builds B2B iGaming platforms for operators. It delivers full-cycle technology, integrations, consulting, and operational support, powering millions of active players.
Responsibilities
•Independently validate, investigate, and resolve complex B2B tickets using server logs, monitoring tools, and Browser DevTools
•Replicate user-reported issues to identify root causes across APIs, client-server interactions, and integration layers
•Review technical fixes from L2/L3 teams to ensure they are fully tested and address client needs before closing tickets
•Coordinate L1 incident workflows during outages, including hosting incident calls, maintaining technical timelines, and issuing public status updates
•Monitor real-time platform alerts and triage anomalies to prevent potential SLA breaches
•Manage the backlog, provide clear client follow-ups, and communicate delays transparently
•Translate technical root causes into actionable, understandable updates for clients and non-technical stakeholders
•Guide Junior Specialists on investigation techniques, log analysis, and ticket routing
•Route fully documented edge-case issues to L2/L3 engineering teams with detailed diagnostic data
Requirements
•At least 1 year of experience in B2B Customer Support, Technical Support, Service Desk, Application Support, or operations in a B2B SaaS or high-load digital environment
•Hands-on experience analyzing server logs, administrative back-office tools, and Browser DevTools
•Practical knowledge of ticketing platforms such as Jira/JSM, Zendesk, or ServiceNow, and L1–L3 incident workflows
•Proven ability to coordinate critical incidents, including organizing response calls, tracking timelines, and writing client updates
•Upper-Intermediate English
•Able to work a rotating 24/7 shift schedule, including nights, weekends, and holidays
Nice to have
•Direct experience in iGaming, fintech, or payment processing ecosystems
•Basic understanding of API structures and HTTP request/response payloads
•Prior experience managing incident response tools such as Statuspage
Conditions
•Annual Benefits Cafeteria budget for sports, medical care, mental health, home office, and language learning
•Paid maternity/paternity leave and monthly childcare allowance
•20+ vacation days, unlimited sick leave, and emergency time off
•Tech support and coworking compensation
•Online, offline, and offsite team events
•Internal courses and growth programs
•Full-time work on a rotating 24/7 shift schedule, including nights, weekends, and holidays
