L1 Technical Support Specialist - B2B SaaS & Incident Response

GR8_TECH; Poland; On-site; PLN 150,000 - 210,000; Full time

Benefits offered by this job

Remote-first

Tech support

Coworking compensation

Medical

Maternity/Paternity leave

Childcare allowance

Vacation days

Unlimited sick leave

Team events

Learning programs

Job summary

GR8_TECH is seeking an experienced B2B technical support specialist to own complex tickets, investigate issues using server logs and DevTools, and coordinate incident responses to meet strict SLA commitments.

The role requires English at B2+ level, fluent Ukrainian or Russian for technical docs, and a willingness to work a 24/7 rotating shift. Prior experience with Jira/JSM, Zendesk, or ServiceNow is essential.

Qualifications

• 1+ years in B2B customer support, technical support, or service desk in a B2B SaaS or high-load environment.
• Experience analyzing server logs, back-office tools, and Browser DevTools.
• Familiar with ticketing platforms (Jira/JSM, Zendesk or ServiceNow) and L1-L3 incident workflows.
• Ability to coordinate critical incidents (response calls, timelines, client updates).
• Willingness to work a 24/7 rotating shift, including nights/weekends/holidays.
• English proficiency (B2+), plus fluent Ukrainian or Russian for technical documentation.

Responsibilities

• Own and resolve complex B2B tickets using logs, monitoring tools, and DevTools.
• Replicate issues to identify root causes across APIs and integration layers.
• Review L2/L3 fixes to ensure tests cover client needs before closure.

Job description

GR8_TECH is seeking an experienced B2B technical support specialist to own complex tickets, investigate issues using server logs and DevTools, and coordinate incident responses to meet strict SLA commitments.

The role requires English at B2+ level, fluent Ukrainian or Russian for technical docs, and a willingness to work a 24/7 rotating shift. Prior experience with Jira/JSM, Zendesk, or ServiceNow is essential.