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Role in brief
GR8 Tech, a B2B iGaming platform provider, seeks a Middle Technical Support Specialist to offer first-line support to clients. This role involves incident handling, troubleshooting, and collaboration with internal teams. Candidates with B2B tech support experience, iGaming knowledge, and proficiency in tools like Kibana and Jira should apply.
About the role
This role focuses on providing initial technical support for GR8 Tech's iGaming platform clients. As a Middle Technical Support Specialist, you will be responsible for managing incidents from identification to resolution, which includes reproducing issues, analyzing problems, and escalating complex cases to development, QA, or product teams when necessary. A key part of the job is ensuring that all incident tickets comply with established service level agreements.
The position requires strong communication skills, as you will serve as the primary technical contact for clients, providing clear updates and solutions. You will also be involved in monitoring the stability of the platform and proactively alerting relevant teams to urgent incidents. This involves a continuous cycle of troubleshooting, documentation, and coordination to maintain smooth operations for GR8 Tech's operator clients.
Success in this role means effectively resolving client issues, maintaining platform stability through diligent monitoring, and fostering strong internal and external communication. The ability to quickly assess and address technical problems, coupled with a collaborative approach to working with other departments, will be crucial for ensuring client satisfaction and operational efficiency within a fast-paced iGaming environment.
Skills that matter here
- technical support: This role is centered on providing first-line technical assistance to iGaming clients, handling incidents and troubleshooting issues.
- B2B: The specialist will support business-to-business clients who utilize GR8 Tech's iGaming platform.
- iGaming: Experience in the iGaming sector is preferred, indicating familiarity with the industry's specific technical and operational demands.
- browser DevTools: The role requires using browser developer tools for inspecting elements, checking network activity, and reproducing reported bugs.
- Kibana: Analyzing logs via Kibana is a practical skill needed for diagnosing and resolving technical issues.
- Jira: Proficiency with Jira is essential for creating, tracking, and managing incident tickets and workflows.
Who this role suits
- A person who thrives on problem-solving and can quickly diagnose technical issues.
- Someone who communicates clearly and professionally, both with clients and internal teams.
- An individual comfortable working a shift-based schedule, including night shifts, due to the 24/7 nature of iGaming operations.
- A candidate who can manage multiple tasks simultaneously and adapt quickly to changing priorities in a high-volume environment.
From the employer
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.
Questions about this role
What is the remote work policy for this position?
This is a remote-first position, and the company offers compensation for coworking spaces.
What level of experience is required for this role?
This is a middle-seniority role, requiring at least one year of experience in technical support, ideally within a B2B product company or the iGaming industry.
What languages are required for this role?
Candidates must have English B2+ fluency and be fluent in either Russian or Ukrainian.
✓ Drop your CV once, then continue to the employer's application form. Your profile stays here for every recruiter hiring on igamingjobs.