L2 CRM Tech Support Specialist – B2B iGaming

GR8_TECH; United States; Remote; USD 60,000 - 90,000; Full time

Benefits offered by this job

Maternity/Paternity leave

Vacation days

Annual learning budget

Job summary

GR8_TECH is seeking a Middle L2 Technical Support Specialist for our Engagement-CRM team. This remote role supports B2B operators, reviews requests, diagnoses issues via logs, and guides clients on system configurations using runbooks.

You will work with Jira for ticketing, analyze Kibana/OpenSearch logs, and prepare clear bug reports for Engineering. Strong troubleshooting, SQL basics, and English communication are essential; Ukrainian or Russian is a plus.

Qualifications

• 2–3+ years in L2 technical support, application support, or product platform operations for B2B
• Experience in B2B MarTech, CRM, E‑commerce, or iGaming industry
• Practical troubleshooting to identify root causes using logs and diagnostic tools
• Log searching in Kibana/OpenSearch/Sentry with identifiers and correlation keys
• Basic SQL to check user states, events or bonuses
• Understanding of REST API principles and hands-on with Postman or cURL
• Intermediate English (B1–B2) for technical docs; fluent Ukrainian or Russian for daily communication

Responsibilities

• Investigate B2B requests and non-standard incidents related to user journeys, campaigns, and bonus rules
• Verify user data, activity statuses, and campaign parameters in admin panels and via queries
• Advise L1 support and B2B operators on standard and complex configuration settings within Engagement-CRM
• Analyze microservice logs using identifiers to locate root causes of failures
• Prepare reproduction-ready bug reports in Jira for Engineering (L3/QA)

Skills

B2B Support

Technical Troubleshooting

Log Analysis

SQL Basics

REST API Basics

English (B1–B2)

Ukrainian/Russian fluency

Tools

Jira/JSM

Kibana/OpenSearch

Postman

SQL clients

Job description

GR8_TECH is seeking a Middle L2 Technical Support Specialist for our Engagement-CRM team. This remote role supports B2B operators, reviews requests, diagnoses issues via logs, and guides clients on system configurations using runbooks.

You will work with Jira for ticketing, analyze Kibana/OpenSearch logs, and prepare clear bug reports for Engineering. Strong troubleshooting, SQL basics, and English communication are essential; Ukrainian or Russian is a plus.