Middle Customer Support Specialist at Gr8tech

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: Must-have • 1+ year of experience in technical support, preferably B2B. • English B2+ and fluency in Russian or Ukrainian. • Experience with Jira and Confluence. • Strong client support and problem-solving skills. • Ability to multitask and work shifts, including nights. Nice-to-have • Experience with browser developer tools and interpreting web error codes. • Knowledge of system logs (ELK), monitoring dashboards (Grafana), Cloudflare. • Familiarity with standard IT processes (ITIL). 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.