Middle L2 Technical Support Specialist for CRM Team

Gr8tech; United States; Remote; USD 45,000 - 65,000; Full time

Benefits offered by this job

Remote-first model

Coworking stipend

Benefits cafeteria (sports, medical,语言

20+ vacation days & unlimited sick/em

Job summary

Gr8tech is seeking an L1 technical support specialist to assist a B2B Engagement-CRM platform used by iGaming operators. You will handle incoming tickets, perform initial diagnostics via logs and admin panels, and escalate verified defects to mid-level engineers to meet strict SLA targets.

Responsibilities include reviewing tickets, advising on configurations, log searching with Kibana/OpenSearch, and using DevTools to identify client-side errors.

Qualifications

• 2+ years in B2B technical support or operating product platforms using ticketing tools.
• Experience in the iGaming industry.
• Skills in log searching with Kibana or OpenSearch.
• Basic understanding of REST APIs, HTTP 4xx/5xx, DevTools, and notification gateways.
• Familiarity with multi-tier support workflows, incident triage, and SLA deadlines.
• Proficient communication in English and another required language for daily ops.

Responsibilities

• Receive and review tickets about CRM misbehaviour, verify data and platform details.
• Advise support teams and operators on standard config in Engagement-CRM.
• Search logs in Kibana/OpenSearch using identifiers to isolate root causes.
• Use Browser DevTools to identify client-side errors and verify notifications.
• Prepare escalations with logs and screenshots for mid-level engineers.
• Maintain runbooks and translate complex errors for clients.

Skills

English proficiency (B1–B2)

Ukrainian or Russian (fluent)

Tools

Jira

Jira Service Management

ServiceNow

Job description

Role overview

This role supports a B2B Engagement-CRM platform used by iGaming operators, ensuring high technical reliability for client-facing teams. The specialist handles incoming tickets, performs initial diagnostics using logs and admin panels, and escalates verified software defects to mid-level engineers, all while meeting strict B2B SLAs.

Responsibilities

• Receive and review tickets from operator teams about CRM misbehaviour, verifying user data, activity statuses, campaign parameters, and platform details in internal admin panels.
• Advise related support teams and operators on standard configuration settings within the Engagement-CRM system.
• Search logging systems such as Kibana or OpenSearch using identifiers like user ID or activity ID to isolate root causes.
• Use Browser DevTools (Network and Console tabs) to identify client-side errors and verify notification delivery across internal and external panels.
• Prepare complete escalations with identifiers, logs, screenshots, and error codes for transfer to mid-level engineers.
• Maintain runbooks and step-by-step diagnostic instructions used by L1 support, and translate complex system errors into clear language for clients.

Requirements

• Two or more years in B2B technical support, customer service, or operating product platforms using ticketing tools such as Jira, Jira Service Management, or ServiceNow.
• Practical experience in the iGaming industry.
• Skills in searching logs with Kibana or OpenSearch using basic identifiers.
• Basic understanding of REST API principles, standard 4xx/5xx HTTP error codes, Browser DevTools, and notification delivery gateways (push, SMS, email).
• Familiarity with multi-tier support workflows, incident triage, and SLA deadlines, plus strong attention to detail under tight deadlines.
• Intermediate English (B1–B2) for technical documentation and fluent Ukrainian or Russian for daily communication.

Nice to have

• Experience in runbook-driven environments with clear checklists.
• Foundational awareness of bug tracking within the Software Development Lifecycle (SDLC).
• Experience writing step-by-step technical guides for junior support tiers.

Benefits and work setup

• Remote-first working model with coworking compensation and tech support.
• Benefits cafeteria covering sports, medical, mental health, home office, and languages.
• 20+ vacation days, unlimited sick leave, and emergency time off, plus paid maternity and paternity leave and a monthly childcare allowance.
• Team events online, offline, and at offsites, with internal courses and growth programs.