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Job Overview
- Job type: Full time/ Part time
- Work setting: Work from home
- Location: Remote (Worldwide)
- Salary: Competitive pay
- Employer: GR8 Tech
Responsibilities
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.
Requirements
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.
Why you’ll love working here:
Benefits Cafeteria — annual budget you allocate to:
Sports • Medical • Mental health • Home office • Languages.
Work-life & support
- 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.
Our culture & core values:
GR8_TECH culture is how we win — through trust, ownership, and a growth mindset. We move fast, stay curious, and keep it real, with open feedback, room to experiment, and a team that’s got your back.
FUELLED BY TRUST: we’re open, honest, and have each other’s backs.
OWN YOUR GAME: we take initiative and own what we do.
ACCELER8: we move fast, focus smart, and keep it simple.
CHALLENGE ACCEPTED: we grow through challenges and stay curious.
BULLETPROOF: we’re resilient, ready, and always have a plan.