Technical Support Specialist

Remotedxb; Dubai; On-site; AED 133,920 - 200,880; Full time

Benefits offered by this job

Remote-first environment

Paid maternity/paternity leave

Monthly childcare allowance

Coworking compensation

Team events and learning culture

Job summary

GR8_TECH is seeking a technically adept support specialist in Dubai to reproduce, analyze, and resolve issues while managing incident tickets to meet SLA commitments.

You will collaborate with DevOps, QA, and Product teams, acting as the first line of defense with professional communication. The role requires night shifts and strong log analysis skills using Kibana and Grafana.

Qualifications

• 1+ years of experience in technical support, preferably in B2B or iGaming.
• English B2+ proficiency.
• Fluency in Russian or Ukrainian.
• Readiness to work shift-based schedules including regular night shifts.
• Hands-on experience with browser DevTools.
• Practical skills in analyzing logs via Kibana and monitoring via Grafana.
• Familiarity with ITIL processes.
• Ability to handle high volumes of diverse incoming tickets.

Responsibilities

• Reproduce, analyze, and resolve technical issues or elevate when necessary.
• Create and manage incident tickets ensuring SLA compliance.
• Collaborate with DevOps, QA, and Product teams to resolve problems.
• Act as the first line of technical defense for clients with professional communication.
• Monitor product stability and notify relevant teams during urgent incidents.
• Escalate unresolved or blocked issues according to internal procedures.

Skills

Incident management

Customer support

DevTools

Log analysis

Monitoring Grafana

Jira

Confluence

ITIL

Ticket handling

English B2+

Russian/Ukrainian

Tools

Jira

Confluence

Job description

Responsibilities

• Reproduce, analyze, and resolve technical issues or elevate when necessary
• Create and manage incident tickets ensuring SLA compliance
• Collaborate with DevOps, QA, and Product teams to resolve problems
• Act as the first line of technical defense for clients with professional communication
• Monitor product stability and notify relevant teams during urgent incidents
• Escalate unresolved or blocked issues according to internal procedures

Requirements

• 1+ years of experience in technical support, preferably in B2B or iGaming
• English B2+ proficiency
• Fluency in Russian or Ukrainian
• Readiness to work shift‑based schedules including regular night shifts
• Hands‑on experience with browser DevTools
• Practical skills in analyzing logs via Kibana and monitoring via Grafana
• Proficiency with Jira and Confluence
• Familiarity with ITIL processes
• Ability to handle high volumes of diverse incoming tickets

Benefits

• Benefits Cafeteria for sports, medical, mental health, home office, and languages
• Paid maternity/paternity leave and monthly childcare allowance
• 20+ vacation days, unlimited sick leave, and emergency time off
• Remote‑first environment with tech support and coworking compensation
• Team events and internal learning culture

About the Company

GR8_TECH builds B2B iGaming platforms for operators, delivering full‑cycle, high‑impact tech designed to scale.