Middle L2 Technical Support Specialist

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.