support engineer for B2B iGaming platforms

GR8_TECH builds B2B iGaming platforms for operators. It delivers full-cycle technology, integrations, consulting, and operational support, powering millions of active players.

• Independently validate, investigate, and resolve complex B2B tickets using server logs, monitoring tools, and Browser DevTools
• Replicate user-reported issues to identify root causes across APIs, client-server interactions, and integration layers
• Review technical fixes from L2/L3 teams to ensure they are fully tested and address client needs before closing tickets
• Coordinate L1 incident workflows during outages, including hosting incident calls, maintaining technical timelines, and issuing public status updates
• Monitor real-time platform alerts and triage anomalies to prevent potential SLA breaches
• Manage the backlog, provide clear client follow-ups, and communicate delays transparently
• Translate technical root causes into actionable, understandable updates for clients and non-technical stakeholders
• Guide Junior Specialists on investigation techniques, log analysis, and ticket routing
• Route fully documented edge-case issues to L2/L3 engineering teams with detailed diagnostic data

• At least 1 year of experience in B2B Customer Support, Technical Support, Service Desk, Application Support, or operations in a B2B SaaS or high-load digital environment
• Hands-on experience analyzing server logs, administrative back-office tools, and Browser DevTools
• Practical knowledge of ticketing platforms such as Jira/JSM, Zendesk, or ServiceNow, and L1–L3 incident workflows
• Proven ability to coordinate critical incidents, including organizing response calls, tracking timelines, and writing client updates
• Upper-Intermediate English
• Able to work a rotating 24/7 shift schedule, including nights, weekends, and holidays
• Будет плюсом: direct experience in iGaming, fintech, or payment processing ecosystems, basic understanding of API structures and HTTP request/response payloads, prior experience managing incident response tools such as Statuspage

• Annual Benefits Cafeteria budget for sports, medical care, mental health, home office, and language learning
• Paid maternity/paternity leave and monthly childcare allowance
• 20+ Vacation days, unlimited sick leave, and emergency time off
• Tech support and coworking compensation
• Online, offline, and offsite team events
• Internal courses and growth programs
• Full-time work on a rotating 24/7 shift schedule, including nights, weekends, and holidays