Remote L1 Tech Support Specialist - B2B SaaS Incidents

GR8 Tech group; Polska; Hybrid; PLN 42,000 - 66,000; Full time

Benefits offered by this job

Sports

Medical

Mental health

Home office

Languages

Remote-first

Job summary

GR8_TECH builds B2B iGaming platforms and is seeking an L1 Support Specialist to protect client trust by resolving complex tickets, coordinating incidents, and ensuring platform uptime. You will analyze server logs, validate fixes, and communicate clearly with clients while supporting real-time operations.

Ideal candidates have experience in B2B SaaS, strong ticketing tool proficiency, and a proactive approach to incident management in a 24/7 environment, with upper-intermediate English.

Qualifications

• 1+ years in B2B customer support, technical support, service desk, or operations in a B2B SaaS or high-load environment.
• Hands-on experience analyzing server logs, admin back-office tools, and Browser DevTools.
• Practical knowledge of ticketing platforms (Jira/JSM, Zendesk, or ServiceNow) and L1–L3 incident workflows.
• Proven ability to coordinate critical incidents (organizing response calls, timelines, client updates).
• Willingness to work full-time on a shift-based, 24/7 rotating schedule (nights, weekends, holidays).
• Upper-Intermediate English level.

Responsibilities

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

Skills

B2B Support

Technical Support

Jira/JSM

Zendesk/ServiceNow

Incident Coordination

Shift Work

English - Upper-Interm

Tools

Browser DevTools

Monitoring Tools

Statuspage (Nice-to-Have)

Job description

GR8_TECH builds B2B iGaming platforms and is seeking an L1 Support Specialist to protect client trust by resolving complex tickets, coordinating incidents, and ensuring platform uptime. You will analyze server logs, validate fixes, and communicate clearly with clients while supporting real-time operations.

Ideal candidates have experience in B2B SaaS, strong ticketing tool proficiency, and a proactive approach to incident management in a 24/7 environment, with upper-intermediate English.