中级 L2 技术支持专员（CRM 团队）
Middle L2 Technical Support Specialist for CRM Team
GR8_TECH 为希望引领市场的运营商打造 B2B iGaming 平台。
我们提供全周期、高影响力的科技解决方案，可实现规模化扩展——从无缝集成和专业咨询到长期的运营支持。我们的平台支持数百万活跃玩家，并推动真实的业务增长。这就是：冠军级的 iGaming 平台。
我们在多个地点和时区拥有 1000+ 名 GR8 人才，我们不仅交付技术——我们帮助运营商在品牌、市场之间打造成功故事。
我们的雄心驱动我们前进，我们的员工让这一切成为现实。
如果你是一个精神上的挑战者，行动上的冠军——加入我们吧。
为什么这个职位存在：
这个职位的存在是为了确保 B2B 运营商的 Engagement-CRM 平台的技术可靠性。你将通过执行初始请求审查、使用日志和管理面板诊断技术问题，并利用现成的运行手册指导客户进行正确的系统配置，来帮助我们保持高质量的服务。
你将主导的工作：
B2B 核心运营与 Engagement-CRM 处理
- CRM 工单处理：调查与用户旅程、触发事件、促销活动、分组参数和奖金分配规则相关的 B2B 请求和非标准事件。
- 数据与参数验证：在内部管理面板中以及通过数据库查询检查用户数据、活动状态、活动参数和奖金状态。
- 支持与客户指导：向 L1 支持团队和 B2B 运营商提供 Engagement-CRM 内标准和复杂配置设置的建议。
技术故障排查与升级
- 日志与追踪分析：在 Kibana/OpenSearch 中搜索并分析微服务日志，使用标识符和关联键（用户 ID、Trace-ID、活动 ID、活动 ID）定位失败的根本原因。
- API 与交付诊断：使用 Postman 或 cURL 检查 REST API 端点、请求/响应结构和 Webhook。使用浏览器开发者工具（网络/控制台）排查前端错误，并验证推送、短信和邮件/SMTP 渠道的通知送达情况。
- 质量 L3 升级：收集必要的技术证据（原始负载、日志片段、SQL 记录、截图），并在 Jira 中准备清晰、可复现的 bug 报告，提交给工程（L3/QA）团队。
SLA 与知识共享
- 遵守 B2B SLA：确保所负责的 L2 工单的响应和解决时间目标符合要求。
- 更新知识库：保持诊断说明、验证检查表和运行手册的最新状态。
查看英文原文
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.
If you’re a challenger in spirit and a champion in action — join us.
WHY THIS ROLE EXISTS:
This role exists to ensure the technical reliability of our Engagement-CRM platform for B2B operators. You’ll help us maintain high service quality by performing initial request reviews, diagnosing technical issues using logs and admin panels, and guiding clients on correct system configurations using ready-made runbooks.
WHAT YOU’LL DRIVE:
B2B Core Operations & Engagement-CRM Handling
- CRM Ticket Processing: Investigate B2B requests and non-standard incidents related to user journeys, trigger events, promotional campaigns, segmentation parameters, and bonus allocation rules.
- Data & Parameter Verification: Check user data, activity statuses, campaign parameters, and bonus states in internal admin panels and via database queries.
- Support & Client Guidance: Advise L1 support teams and B2B operators on standard and complex configuration settings within Engagement-CRM.
Technical Troubleshooting & Escalation
- Log & Trace Analysis: Search and analyze microservice logs in Kibana/OpenSearch using identifiers and correlation keys (User ID, Trace-ID, Activity ID, Campaign ID) to locate the root cause of failures.
- API & Delivery Diagnostics: Inspect REST API endpoints, request/response structures, and webhooks using Postman or cURL. Use Browser DevTools (Network/Console) to troubleshoot frontend errors and verify notification delivery across Push, SMS, and Email/SMTP channels.
- Quality L3 Escalation: Collect essential technical evidence (raw payloads, log snippets, SQL records, screenshots) and prepare clear, reproduction-ready bug reports in Jira for Engineering (L3/QA).
SLA & Knowledge Sharing
- Meet B2B SLAs: Ensure compliance with response and resolution time targets for assigned L2 tickets.
- Update Knowledge Base: Keep diagnostic instructions, verification checklists, and runbooks up to date for L1 and Junior specialists based on resolved cases.
WHY MAKES YOU A GR8 FIT:
Must-have
- B2B Support Experience: 2-3+ years in L2 technical support, application support, or product platform operations using Jira / Jira Service Management (JSM).
- Experience in B2B MarTech, CRM platforms, E-commerce, or the iGaming industry.
- Practical Troubleshooting: Ability to analyze unscripted technical incidents and isolate root causes using diagnostic tools rather than relying solely on fixed templates.
- Log Searching: Practical skills searching logs in Kibana/OpenSearch/Sentry using basic identifiers and correlation keys (User ID, Trace-ID, Campaign ID).
- Basic SQL: Practical ability to write read-only SQL queries (MySQL, PostgreSQL, or Athena) to check user states, event records, or bonus statuses.
- Web & API Basics: Understanding of REST API principles (HTTP status codes, request/response JSON payloads) and hands-on experience using Postman or cURL.
- DevTools & Notification Gateways: Experience with Browser DevTools (Network/Console) and basic understanding of messaging delivery channels (Push, SMS, Email).
- Upper-Intermediate English level.
Nice-to-have
- Basic familiarity with monitoring tools like Grafana.
- Experience writing simple diagnostic guides or checklists for support teams.
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.