Middle L1 Technical Support Specialist

DOU Polska; Warszawa; On-site; PLN 90,000 - 130,000; Full time

Benefits offered by this job

Medical

Mental health

Home office

Languages

Maternity/Paternity leave

Remote-friendly

Job summary

GR8 Tech is seeking a proactive L1 Support Engineer in Warsaw to own tickets, investigate issues using server logs and Browser DevTools, and coordinate incident responses. You will relay clear updates to clients and collaborate with L2/L3 teams to ensure timely resolutions.

The role requires 1+ year in B2B SaaS support, strong communication in English plus Ukrainian/Russian, and the ability to work a full-time, rotating schedule in a remote-first environment.

Qualifications

• 1+ years of experience in B2B customer/support or technical support in a SaaS or high-load environment.
• Hands-on experience analyzing server logs and using browser dev tools.
• Familiarity with ticketing platforms and incident workflows (L1–L3).
• Proven ability to coordinate critical incidents and communicate updates clearly.

Responsibilities

• Own and investigate tickets, validate root causes using logs and tools.
• Replicate issues across APIs and integration layers to identify root causes.
• Coordinate L1 incident workflows during outages and provide updates.
• Review fixes from L2/L3 and ensure proper testing before close.
• Translate technical root causes into client-friendly updates for stakeholders.
• Mentor junior specialists on investigation techniques and routing.

Skills

L1 support

Server logs analysis

Browser DevTools

Incident coordination

English + Ukrainian/Russian

Jira/JSM

Zendesk

ServiceNow

24/7 shift readiness

Tools

Jira/JSM

Zendesk

ServiceNow

Job description

GR8 Tech builds B2B iGaming platforms for operators who play to lead.

We deliver full-cycle, high-impact tech designed to scale — from seamless integrations and expert consulting to long-term operational support. Our platform powers millions of active players and drives real business growth. Call it what it is: the iGaming Platform for Champions.

With 1000+ GR8 people across locations and time zones, we don’t just ship technology — we help operators build success stories across brands, markets, and geos.

Our ambition drives us. Our people make it real.

If you’re a challenger in spirit and a champion in action — join us.

Why this role exists:

This role exists to protect client trust and deliver seamless technical problem resolution for our B2B partners. You’ll help us maintain strict SLA commitments and uninterrupted platform availability by taking full ownership of complex L1 support cases, system alerts, and critical incident coordination.

What You’ll Drive

• Ticket Ownership & Technical Investigation
• Independently validate, investigate, and resolve complex B2B tickets using server logs, monitoring tools, and Browser DevTools.
• Replicate user-reported issues to isolate root causes across APIs, client-server interactions, and integration layers.
• Review incoming technical fixes from L2/L3 teams to ensure solutions are fully tested and directly address client needs before closing tickets.
• Incident Response & Operational Execution
• Coordinate L1 incident workflows during outages, including hosting incident calls, maintaining technical timelines, and issuing public status updates.
• Monitor real-time platform alerts, instantly triaging anomalies to prevent potential SLA breaches.
• Proactively drive backlog management, ensuring clear client follow-ups and transparent delay notifications.
• Collaboration & Knowledge Sharing
• Translate complex technical root causes into actionable, human-readable updates for clients and non-technical stakeholders.
• Guide Junior Specialists on investigation techniques, log analysis, and effective ticket routing.
• Escalation path management: Route fully documented, edge-case issues to L2/L3 engineering teams with detailed diagnostic data.

What Makes You a GR8 Fit

Must-have

• 1+ years 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 (Jira/JSM, Zendesk, or ServiceNow) and incident workflows (L1—L3 framework).
• Proven ability to coordinate critical incidents (organizing response calls, tracking timelines, writing client updates).
• Flexibility to work full-time on a shift-based, 24/7 rotating schedule (including nights, weekends, and holidays).
• B1—B2+ English proficiency alongside fluent Ukrainian or Russian for technical documentation and internal communication.

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 like Statuspage.

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.