[Hiring] Middle Customer Support Specialist @GR8 Tech

Role Description

This role exists to provide first-line technical support for clients, ensuring issues are identified, documented, and resolved efficiently while escalating complex problems to the appropriate teams.

• Incident handling and troubleshooting
  • Reproducing, analyzing, and resolving technical issues or escalating when necessary.
  • Creating and managing incident tickets, ensuring SLA compliance.
• Collaboration and communication
  • Working with internal teams (DevOps, QA, Product) to resolve problems.
  • Acting as the first line of technical defense for clients with clear, professional communication.
• Monitoring and escalation
  • Monitoring product stability and notifying relevant teams during urgent incidents.
  • Escalating unresolved or blocked issues according to internal procedures.

Qualifications

• 1+ year of experience in technical support, preferably B2B.
• English B2+ and fluency in Russian or Ukrainian.
• Experience with Jira and Confluence.
• Strong client support and problem-solving skills.
• Ability to multitask and work shifts, including nights.

Requirements

• Experience with browser developer tools and interpreting web error codes.
• Knowledge of system logs (ELK), monitoring dashboards (Grafana), Cloudflare.
• Familiarity with standard IT processes (ITIL).

Benefits

• Benefits Cafeteria — annual budget you allocate to:
  • Sports
  • Medical
  • Mental health
  • Home office
  • Languages
• 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.

Company Description

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.