L2 Technical Support Specialist

GR8_TECH; United States; Remote; USD 90.000 - 130.000; Vollzeit

Benefits dieser Stelle

Sports

Medical

Mental health

Home office

Languages

Remote-first + coworking compensation

Zusammenfassung

GR8_TECH is seeking an experienced L2/Operations analyst to protect platform reliability for its B2B iGaming infrastructure. You will rapidly diagnose complex incidents, trace requests, and validate fixes with L3 engineering.

This role emphasizes clean debugging workflows, robust data verification, and collaboration across support and development teams. You will work in a remote-first environment with flexible hours and opportunities to mentor junior colleagues, improve runbooks, and optimize

Qualifikationen

• 3+ years in L2 technical support, systems analysis, or application operations in iGaming or high-load environments.
• Strong log analysis and distributed tracing across microservices.
• Hands-on API debugging with Postman or cURL and understanding of HTTP status codes.
• Read-only SQL querying across relational databases to audit transactions.
• Experience with Grafana/OpenSearch/Kibana for monitoring and tracing.
• Familiarity with Jira/JSM workflows and SDLC processes.
• Good written English and technical communication; Ukrainian or Russian language skills helpful.

Aufgaben

• Lead end-to-end investigations of non-routine B2B platform incidents to reduce MTTR.
• Trace distributed calls and isolate failures across microservice boundaries.
• Inspect metrics and latency to distinguish systemic issues from misconfigurations.
• Provide remediation guidance and reproduce- ready bug tickets for engineering.
• Collaborate with QA and L3 teams to validate patches and fixes.
• Build diagnostic runbooks and training materials for L1/L2 staff.

Kenntnisse

L2 technical support

Log analysis

Distributed tracing

API debugging

SQL querying

Observability tools

Jira/JSM

Bash/Python scripting

Kotlin? no

English (B2)

Ukrainian/Russian language

Tools

Kibana

OpenSearch

Postman

cURL

Grafana

MySQL

PostgreSQL

Athena

Kafka

RabbitMQ

Jira

Jobbeschreibung

Описание: 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 platform reliability and partner trust by rapidly diagnosing and resolving complex, non-standard B2B platform incidents. You’ll help us maintain low MTTR (Mean Time to Resolution) and keep engineering focused on strategic roadmap items by owning unscripted, multi-system investigations, uncovering root causes, and serving as a strict quality filter between partner support and L3 engineering.

Задачи:

• Incident Investigation & Root-Cause Analysis Own end-to-end investigation for non-routine B2B operational tickets involving transactional mismatches, integration drops, and configuration failures.
• Trace distributed microservice calls across Kibana and OpenSearch using correlation identifiers (Trace-ID, Request-ID, Session-ID) to isolate failures within asynchronous event streams.
• Inspect Grafana metrics, error spikes, and service latencies to rapidly differentiate platform-wide degradation from localized operator misconfigurations.
• Unblock operator operations autonomously by identifying configuration fixes or workaround pathways without requiring day-to-day engineering intervention.
• API Diagnostics & Data Verification Validate API endpoint behavior, payload structures, authentication tokens, and webhook/postback mechanics using Postman and cURL.
• Query relational and distributed analytical databases (MySQL, PostgreSQL, Athena) to inspect real-time player states, balance ledgers, and event audit histories.
• Reconcile state discrepancies across internal services and third-party payment, game, or sports feed providers.
• Engineering Alignment & Quality Escalations Filter escalated issues thoroughly to ensure only verified, reproducible platform bugs reach L3 and Development teams.
• Ship reproduction‑ready bug tickets in Jira complete with isolated payload examples, stack traces, database snapshots, and measurable blast-radius assessments.
• Partner with QA and L3 engineers during critical defect triage to validate patches and verify staging/production fixes.
• Operational Knowledge & Team Scaling Build structured diagnostic runbooks, troubleshooting workflows, and decision trees for newly identified incident patterns.
• Mentor L1 support specialists and Junior L2 colleagues through shadow sessions, log analysis training, and query optimization guidance.
• Optimize support operational efficiency by identifying recurring incidents and advocating for systemic product fixes or automated alerts.

What makes you a GR8 fit:

Требования:

• 3+ years in L2 technical support, systems analysis, or application operations within the iGaming sector, supporting high-load transactional architectures
• Advanced log analysis and distributed tracing skills in Kibana or OpenSearch, including querying stack traces and tracking requests across distributed microservices
• Hands‑on API debugging proficiency with Postman or cURL, deep understanding of HTTP status codes, JSON payload schema validation, and webhook/callback mechanics
• Solid read‑only SQL querying capability (PostgreSQL, MySQL, Athena) to navigate relational schemas, extract audit logs, and reconcile transactional states
• Proven observability experience with monitoring stacks (e.g., Grafana) to interpret error rate anomalies, throughput shifts, and latency degradations
• Proficiency in Jira & Jira Service Management (JSM) within multi‑tier support pipelines (L1 → L2 → L3) and established SDLC workflows
• B2 English proficiency or higher, with clear written technical communication that translates complex logs into structured bug reports
• Working knowledge of event‑driven message brokers (Kafka, RabbitMQ) and distributed architecture design patterns
• Basic scripting literacy (Bash, Python) for log parsing or automating routine diagnostic tasks
• Fluency in Ukrainian or Russian

Условия:

• 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.