Middle L2 Technical Support Specialist for CRM Team

Remotedxb; Dubai; On-site; AED 167,000 - 279,000; Full time

Benefits offered by this job

Sports budget

Medical budget

Mental health support

Home office

Languages learning

Job summary

GR8_TECH is seeking an experienced L2 technical support specialist in Dubai to handle B2B requests, analyze incidents, and improve runbooks. You will verify data, inspect APIs, and coordinate with L3/QA teams to ensure smooth user journeys and campaign outcomes.

The role requires 2–3+ years in support, strong log analysis skills, and fluency in Ukrainian or Russian. A remote-friendly but mostly on-site position with a focus on MarTech and eGaming platforms is offered.

Qualifications

• 2–3+ years in L2 technical support or application support.
• Experience with Jira/JSM and B2B MarTech/CRM platforms.
• English (B1–B2) and fluent Ukrainian or Russian.

Responsibilities

• Investigate B2B requests and incidents related to user journeys and campaigns.
• Verify user data, activity statuses, and bonus states using internal panels and SQL queries.
• Analyze microservice logs in Kibana/OpenSearch to locate root causes of failures.
• Inspect REST API endpoints and webhooks using Postman or cURL.
• Troubleshoot frontend errors using Browser DevTools and verify notification delivery (Push, SMS, Email).
• Prepare detailed bug reports in Jira for L3/QA Engineering.
• Maintain and update diagnostic instructions and runbooks for L1 and Junior specialists.

Skills

Technical support

Log analysis

English proficiency (B1-B2)

Ukrainian or Russian fluency

Tools

Jira/JSM

Postman

Kibana/OpenSearch

Sentry

Job description

Responsibilities

• Investigate B2B requests and non-standard incidents related to user journeys, trigger events, and promotional campaigns
• Verify user data, activity statuses, and bonus states using internal admin panels and SQL queries
• Analyze microservice logs in Kibana/OpenSearch to locate root causes of failures
• Inspect REST API endpoints and webhooks using Postman or cURL
• Troubleshoot frontend errors using Browser DevTools and verify notification delivery (Push, SMS, Email)
• Prepare detailed bug reports in Jira for L3/QA Engineering
• Maintain and update diagnostic instructions and runbooks for L1 and Junior specialists

Requirements

• 2-3+ years of experience in L2 technical support or application support using Jira/JSM
• Background in B2B MarTech, CRM platforms, E-commerce, or the iGaming industry
• Practical skills in log searching using Kibana, OpenSearch, or Sentry
• Ability to write read-only SQL queries (MySQL, PostgreSQL, or Athena)
• Understanding of REST API principles and experience with Postman or cURL
• Experience with Browser DevTools and messaging delivery channels
• Intermediate English (B1-B2) and fluent Ukrainian or Russian

Preferred Qualifications

• Familiarity with monitoring tools like Grafana
• Experience writing diagnostic guides or checklists for support teams

Benefits

• Annual budget for sports, medical, mental health, home office, and languages
• Paid maternity/paternity leave and monthly childcare allowance
• 20+ vacation days and unlimited sick leave
• Remote-first environment with coworking compensation
• Internal growth programs and learning culture

About the Company

GR8_TECH builds B2B iGaming platforms for operators, delivering full-cycle tech designed to scale, from seamless integrations to long-term operational support.