L2 Technical Support Specialist

GR8_TECHIGaming B2B SaaS

AnywhereFull-TimeMiddle

Salary not disclosed

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Job Details

Languages: Intermediate+ English (B1–B2) and Fluent Ukrainian or Russian.
Experience: 3+ years
Required Skills: SQLKibanaOAuthJiraAPI testingMicroservicesTechnical supportPostman

3+ years of experience in L2 technical support, systems analysis, or technical operations for B2B SaaS platforms.
Advanced proficiency with log management tools like Kibana or OpenSearch.
Experience with API testing and debugging tools like Postman to validate endpoints and headers.
Ability to interpret technical error stacks and trace database/code-level failures.
Operational understanding of distributed systems, OAuth/JWT authentication, and data validation schemas.
Proficiency in advanced ticket management using tools like Jira (JQL).
Deep understanding of multi-tier escalation workflows and SDLC phases.
Strong autonomy in diagnosing issues, performing data exports, and implementing configuration changes.
Intermediate+ English (B1–B2) proficiency.
Fluent in Ukrainian or Russian.

Investigate complex, non-standard platform requests related to user states, configuration, and microservice failures.
Troubleshoot cross-functional incidents at the boundary of core systems and integration modules.
Determine the root cause of failures, distinguishing between software defects, database mismatches, or incorrect operator settings.
Analyze structured logs in Kibana/OpenSearch using Trace IDs, Request IDs, or Session IDs.
Generate detailed bug reports for L3/QA with logs, raw payloads, and business impact summaries.
Monitor SLA compliance and independently prioritize complex technical incidents.
Create technical runbooks and troubleshooting workflows for L1/Junior L2 support teams.
Mentor Junior engineers and lead technical knowledge-sharing sessions.

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