Why this role exists:
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.
What you’ll drive:
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.
What makes you a GR8 fit
- 1+ years of experience in technical support, preferably within a B2B product company or the iGaming industry.
- English B2+ and fluency in Russian or Ukrainian.
- Full readiness to work in a shift-based schedule, including regular night shifts.
- Hands-on experience with browser DevTools (inspecting elements, checking network tabs, and reproducing bugs).
- Practical skills in analyzing logs via Kibana (ELK stack) and monitoring dashboards in Grafana.
- Proficiency with Jira and Confluence for ticket tracking and documentation, alongside familiarity with ITIL processes.
- Multitasking skills with the ability to handle a high volume of diverse incoming tickets and switch contexts fast.