Middle Technical Support Specialist

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.