Remote L2 Technical Support Specialist for B2B CRM

Gr8tech; Stati Uniti; Remoto; USD 45.000 - 65.000; Tempo pieno

Vantaggi offerti da questo lavoro

Remote-first model

Coworking stipend

Benefits cafeteria (sports, medical,语言

20+ vacation days & unlimited sick/em

Descrizione del lavoro

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.

Competenze

• 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.

Mansioni

• 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.

Conoscenze

English proficiency (B1–B2)

Ukrainian or Russian (fluent)

Strumenti

Jira

Jira Service Management

ServiceNow

Descrizione del lavoro

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.