中级技术支持专员
Middle L1 Technical Support Specialist
GR8_TECH 为希望成为行业领导者的运营商打造 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运营支持。我们的平台服务数百万活跃玩家，推动真实的业务增长。说白了：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，我们不只是交付技术——我们帮助运营商在品牌、市场和地域上打造成功故事。
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维护客户信任，并为我们的 B2B 合作伙伴提供无缝的技术问题解决。你将通过全面负责复杂的 L1 支持案例、系统警报和关键事件协调，帮助我们保持严格的 SLA 承诺和平台不间断可用性。
你将推动的工作：
工单管理与技术调查
- 独立验证、调查并解决复杂的 B2B 工单，使用服务器日志、监控工具和浏览器开发者工具。
- 复现用户报告的问题，以在 API、客户端-服务器交互和集成层中隔离根本原因。
- 审查 L2/L3 团队提供的技术修复方案，确保解决方案经过充分测试，并在关闭工单前直接满足客户需求。
事件响应与运营执行
- 在停机期间协调 L1 事件流程，包括主持事件会议、维护技术时间线和发布公开状态更新。
- 实时监控平台警报，立即对异常进行优先级排序，以防止潜在的 SLA 违规。
- 主动推动待办事项管理，确保清晰的客户跟进和透明的延迟通知。
协作与知识共享
- 将复杂的技术根本原因转化为可操作的、易于理解的客户和非技术人员的更新信息。
- 指导初级专家在调查技巧、日志分析和有效工单路由方面的实践。
- 升级路径管理：将完全记录的边缘案例问题转交给 L2/L3 工程团队，并附上详细的诊断数据。
什么样的人适合这个职位：
必备条件
- 在 B2B 客户支持、技术支持、服务台、应用支持或 B2B SaaS、高负载数字环境中的运营领域有 1 年以上经验。
- 具备分析服务器日志、管理员工具和监控系统的实际操作经验。
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 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).
- Upper-Intermediate English level.
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.