Junior L2 Technical Support Specialist for CRM Team

New

GR8_TECHIGaming Platform

Australia, Canada, Germany, India, Ireland, Netherlands, Norway, Sweden, United Kingdom, United StatesFull-TimeJunior

Salary not disclosed

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Job Details

Languages: Intermediate English (B1–B2) for technical documentation and internal notes; fluent Ukrainian or Russian for daily communication.
Experience: 2+ years
Required Skills: SQLKibanaJiraRESTful APIsServiceNowTechnical supportCRM

2+ years of experience in technical support or B2B customer service.
Experience using ticketing tools such as Jira, Jira Service Management, or ServiceNow.
Practical skills in searching logs via Kibana or OpenSearch using basic identifiers.
Basic knowledge of REST API principles, including requests/responses and HTTP error codes.
Experience using Browser DevTools (Network and Console tabs).
Understanding of notification delivery gateways (push, SMS, email).
Knowledge of multi-tier support workflows, incident triage, and SLA management.
Intermediate English (B1-B2) for documentation and notes.
Fluent Ukrainian or Russian for daily communication.
Attention to detail in identifying data mismatches under tight deadlines.

Process incoming tickets regarding system issues in the Engagement-CRM platform.
Verify system data such as user activity, campaign parameters, and system details in the admin panel.
Advise support teams and operators on standard configuration settings.
Search logging systems like Kibana/OpenSearch to isolate incidents and find root causes.
Identify user-side errors using Browser DevTools and verify notification delivery statuses.
Escalate verified software defects to middle-level engineers with full technical details.
Maintain compliance with B2B SLA response and resolution time targets.
Update runbooks and diagnostic instructions for the L1 support team.

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