Middle L1 Technical Support Specialist

Why this role exists:

This role exists to protect client trust and deliver seamless technical problem resolution for our B2B partners. You’ll help us maintain strict SLA commitments and uninterrupted platform availability by taking full ownership of complex L1 support cases, system alerts, and critical incident coordination.

What you’ll drive:

Ticket Ownership & Technical Investigation

Independently validate, investigate, and resolve complex B2B tickets using server logs, monitoring tools, and Browser DevTools.

Replicate user-reported issues to isolate root causes across APIs, client-server interactions, and integration layers.

Review incoming technical fixes from L2/L3 teams to ensure solutions are fully tested and directly address client needs before closing tickets.

Incident Response & Operational Execution

Coordinate L1 incident workflows during outages, including hosting incident calls, maintaining technical timelines, and issuing public status updates.

Monitor real-time platform alerts, instantly triaging anomalies to prevent potential SLA breaches.

Proactively drive backlog management, ensuring clear client follow-ups and transparent delay notifications.

Collaboration & Knowledge Sharing

Translate complex technical root causes into actionable, human-readable updates for clients and non-technical stakeholders.

Guide Junior Specialists on investigation techniques, log analysis, and effective ticket routing.

Escalation path management: Route fully documented, edge-case issues to L2/L3 engineering teams with detailed diagnostic data.

What makes you a GR8 fit:

Must-Have

1+ years of experience in B2B Customer Support, Technical Support, Service Desk, Application Support, or operations in a B2B SaaS or high-load digital environment.

Hands-on experience analyzing server logs, administrative back-office tools, and Browser DevTools.

Practical knowledge of ticketing platforms (Jira/JSM, Zendesk, or ServiceNow) and incident workflows (L1–L3 framework).

Proven ability to coordinate critical incidents (organizing response calls, tracking timelines, writing client updates).

Flexibility to work full-time on a shift-based, 24/7 rotating schedule (including nights, weekends, and holidays).

B1–B2+ English proficiency alongside fluent Ukrainian or Russian for technical documentation and internal communication.

Nice-to-Have

Direct experience in iGaming, fintech, or payment processing ecosystems.

Basic understanding of API structures and HTTP request/response payloads.

Prior experience managing incident response tools like Statuspage.