Middle L2 Technical Support Specialist (CRM Team)
New
G
GR8_TECHIGaming
AnywhereFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- Intermediate English (B1–B2); fluent Ukrainian or Russian
- Experience
- 2+ years
- Required Skills
- KibanaJiraREST APIServiceNowTechnical support
Requirements
- 2+ years of experience in B2B technical support or customer service for product platforms.
- Proven work experience in the iGaming industry.
- Proficiency with ticketing tools such as Jira, Jira Service Management, or ServiceNow.
- Practical skills in searching logs using Kibana or OpenSearch.
- Understanding of REST API principles including requests, responses, and HTTP error codes.
- Experience using Browser DevTools (Network and Console tabs).
- Familiarity with notification delivery gateways (push, SMS, email).
- Understanding of multi-tier support workflows, incident triage, and SLA management.
- Intermediate English (B1–B2) proficiency for technical documentation.
- Fluent in Ukrainian or Russian for daily team communication.
Responsibilities
- Process incoming tickets from operators regarding Engagement-CRM system issues.
- Verify system data and configuration parameters within internal admin panels.
- Perform technical troubleshooting by searching logs in Kibana or OpenSearch.
- Inspect user-side errors and notification delivery statuses using Browser DevTools.
- Prepare detailed technical reports and escalate verified defects to Middle-level engineers.
- Maintain and update runbooks and diagnostic instructions for the L1 support team.
- Ensure consistent compliance with B2B SLA response and resolution time targets.
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