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Middle Technical Support Specialist
Remote (Worldwide)Full-timePosted 5 days ago
Summary
Gr8tech is hiring a Middle Technical Support Specialist to join their Customer Support team. GR8 _TECH builds B2B iGaming platforms for operators who play to lead.
About the role
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 provide first-line technical support for clients, ensuring issues are identified, documented, and resolved efficiently while escalating complex problems to the appropriate teams.What you’ll drive:
Incident handling and troubleshooting- Reproducing, analyzing, and resolving technical issues or escalating when necessary.
- Creating and managing incident tickets, ensuring SLA compliance.
Collaboration and communication
- Working with internal teams (DevOps, QA, Product) to resolve problems.
- Acting as the first line of technical defense for clients with clear, professional communication.
Monitoring and escalation
- Monitoring product stability and notifying relevant teams during urgent incidents.
- Escalating unresolved or blocked issues according to internal procedures.
What makes you a GR8 fit
- 1+ years of experience in technical support, preferably within a B2B product company or the iGaming industry.
- English B2+ and fluency in Russian or Ukrainian.
- Full readiness to work in a shift-based schedule, including regular night shifts.
- Hands-on experience with browser DevTools (inspecting elements, checking network tabs, and reproducing bugs).
- Practical skills in analyzing logs via Kibana (ELK stack) and monitoring dashboards in Grafana.
- Proficiency with Jira and Confluence for ticket tracking and documentation, alongside familiarity with ITIL processes.
- Multitasking skills with the ability to handle a high volume of diverse incoming tickets and switch contexts fast.
Why you’ll love working here:
Benefits Cafeteria — annual budget you allocate to:
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.
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