Middle Technical Support Specialist

GR8 Tech is a global product company that provides innovative, scalable platforms and business solutions for the iGaming industry.

We have а great experience: GR8 Tech platform successfully handles millions of active players and offers best practices to develop and grow in the gambling industry. We are here to provide great gaming tech to satisfy even greater ambition!

We develop complete tech coverage for gambling businesses worldwide, including iGaming platform solutions, consulting, integration, and long-lasting operation services.

We are driven by our ambition to make a great product with great people! Together we move the world of iGaming forward — join!

About your key responsibilities and impact:

• Reproducing, analyzing, and evaluating requests to resolve or escalate incidents as needed;
• Monitoring product status and involving responsible teams in urgent or critical situations;
• Collaborating closely with other departments to ensure timely and effective issue resolution;
• Overseeing SLA compliance for request and incident resolution, escalating unresolved cases appropriately (to providers, L2, or another unit);
• Responding to questions from regional customer support teams about various player issues.

Essential professional experience:

• At least 3 year of experience in client support;
• Intermediate+ English level;
• Fluent in Ukrainian or Russian;
• Familiarity with back-office systems, especially within gaming companies (a significant advantage);
• Basic understanding of live gaming rules (e.g., baccarat, blackjack, Crazy Time, Monopoly);
• Proficient in using Jira, Jira Service Management, and Zendesk;
• Strong multitasking and dynamic prioritization skills;
• Excellent communication (written and verbal), analytical thinking, and problem-solving abilities;
• Experience with monitoring and alerting tools;
• English language proficiency at Intermediate level or higher.

Desirable skills and personal features:

• Willingness and ability to work in shifts, including night shifts.

What we offer:

Benefits Cafeteria:

• Sports compensation;
• Medical coverage;
• Psychological support;
• Home-office coverage.

Work-life:

• Remote work, Coworking compensation;
• Childcare budget;
• Maternity leave;
• Paternity leave;
• Additional 2 days for family events.

Our GR8 Culture:

• Open feedback and transparent direct communications;
• Growth and development: better every day;
• High tolerance to experiment and mistakes;
• Supportive friendly environment.

Data Protection Information regarding the processing of your personal data in connection with the recruitment and selection process can be found in the Candidate Privacy Notice at https://gr8.tech/candidate-privacy-notice/.