Remote B2B Engagement-CRM Tech Support Specialist

GR8_TECH; Poland; On-site; PLN 120,000 - 180,000; Full time

Benefits offered by this job

Remote-first

Tech support

Coworking compensation

Team events

Learning culture

Job summary

GR8_TECH is hiring for a L2 B2B support role focused on the Engagement-CRM platform for iGaming operators. You will review requests, diagnose issues from logs and admin panels, and guide clients on correct system configurations with runbooks.

You will troubleshoot via REST APIs, Postman, SQL queries, and browser DevTools, collaborating with L1 teams and engineering to resolve incidents swiftly.

Qualifications

• 2–3+ years in L2 technical support, or product platform operations using Jira/JSM.
• Experience in B2B MarTech, CRM platforms, E‑commerce, or iGaming.
• Ability to analyze unscripted technical incidents and isolate root causes.
• Practical log searching in Kibana/OpenSearch/Sentry.
• Basic SQL for read‑only queries to check user states or events.

Responsibilities

• CRM Ticket Processing: investigate B2B requests and incidents in user journeys, campaigns, and bonus rules.
• Data & Parameter Verification: check user data, campaign parameters, and bonus states in admin panels and DB queries.
• Support & Client Guidance: advise L1 teams and B2B operators on configuration settings in Engagement-CRM.
• Log & Trace Analysis: use Kibana/OpenSearch to locate root causes via identifiers like User ID and Campaign ID.
• API & Delivery Diagnostics: inspect REST endpoints, payloads, and webhooks; verify notifications across channels.
• Quality L3 Escalation: prepare reproduction-ready bug reports with evidence for Engineering.

Skills

Troubleshooting

Log analysis

SQL queries

REST API basics

English communication

Ukrainian/Russian language

Tools

Jira/JSM

Kibana/OpenSearch

Postman

cURL

Browser DevTools

Job description

GR8_TECH is hiring for a L2 B2B support role focused on the Engagement-CRM platform for iGaming operators. You will review requests, diagnose issues from logs and admin panels, and guide clients on correct system configurations with runbooks.

You will troubleshoot via REST APIs, Postman, SQL queries, and browser DevTools, collaborating with L1 teams and engineering to resolve incidents swiftly.