Middle L2 Technical Support Specialist

From the posting

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.

WHAT YOU’LL DRIVE:

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:

Must-Have

- 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.

Nice-to-Have

- 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.

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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