{"id":1233178,"url":"https://alion.io/job/gr8-tech-middle-l1-technical-support-specialist","title":"Middle L1 Technical Support Specialist","company":{"id":1915619,"name":"GR8_TECH","domain":"gr8.tech","url":"https://alion.io/company/gr8-tech","size_band":"11-50","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":null},"role":"Support","role_family":"Support","seniority":"middle","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Jira","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false},{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-09-03T12:26:24Z","employer_posted_date":"2026-09-21","last_verified_at":"2026-09-28T02:23:00Z","board_verified":true,"closed_at":null,"days_open":24,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":24},"description":"GR8_TECH builds B2B iGaming platforms for operators who play to lead.\nWe 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.\nWith 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.\nOur ambition drives us. Our people make it real.\nIf you’re a challenger in spirit and a champion in action - join us.\nWhy this role exists:\nThis 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.\nWhat you’ll drive:\nTicket Ownership & Technical Investigation\nIndependently validate, investigate, and resolve complex B2B tickets using server logs, monitoring tools, and Browser DevTools.\nReplicate user-reported issues to isolate root causes across APIs, client-server interactions, and integration layers.\nReview incoming technical fixes from L2/L3 teams to ensure solutions are fully tested and directly address client needs before closing tickets.\nIncident Response & Operational Execution\nCoordinate L1 incident workflows during outages, including hosting incident calls, maintaining technical timelines, and issuing public status updates.\nMonitor real-time platform alerts, instantly triaging anomalies to prevent potential SLA breaches.\nProactively drive backlog management, ensuring clear client follow-ups and transparent delay notifications.\nCollaboration & Knowledge Sharing\nTranslate complex technical root causes into actionable, human-readable updates for clients and non-technical stakeholders.\nGuide Junior Specialists on investigation techniques, log analysis, and effective ticket routing.\nEscalation path management: Route fully documented, edge-case issues to L2/L3 engineering teams with detailed diagnostic data.\nWhat makes you a GR8 fit:\nMust-Have\n1+ years of experience in B2B Customer Support, Technical Support, Service Desk, Application Support, or operations in a B2B SaaS or high-load digital environment.\nHands-on experience analyzing server logs, administrative back-office tools, and Browser DevTools.\nPractical knowledge of ticketing platforms (Jira/JSM, Zendesk, or ServiceNow) and incident workflows (L1-L3 framework).\nProven ability to coordinate critical incidents (organizing response calls, tracking timelines, writing client updates).\nFlexibility to work full-time on a shift-based, 24/7 rotating schedule (including nights, weekends, and holidays).\nUpper-Intermediate English level.\nNice-to-Have\nDirect experience in iGaming, fintech, or payment processing ecosystems.\nBasic understanding of API structures and HTTP request/response payloads.\nPrior experience managing incident response tools like Statuspage.\nWhy you’ll love working here: \nBenefits Cafeteria - annual budget you allocate to:\nSports\nMedical\nMental health\nHome office\nLanguages.\nWork-life & support\nPaid maternity/paternity leave + monthly childcare allowance.\n20+ vacation days, unlimited sick leave, emergency time off.\nRemote-first + tech support + coworking compensation.\nTeam events (online/offline/offsite).\nLearning culture with internal courses + growth programs.\nOur culture & core values:\nGR8_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.\nFUELLED BY TRUST: we’re open, honest, and have each other’s backs.\nOWN YOUR GAME: we take initiative and own what we do.\nACCELER8: we move fast, focus smart, and keep it simple.\nCHALLENGE ACCEPTED: we grow through challenges and stay curious.\nBULLETPROOF: we’re resilient, ready, and always have a plan.","description_format":"text","description_chars":4065,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"Upper-Intermediate (B2)","optional":false}]},"benefits":["Cafeteria","Home office"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Gaming","iGaming & Gambling"],"lifecycle":[{"event":"open","at":"2026-09-25T15:32:59Z"}],"liveness":{"score":30,"band":"fade","label":"Fading","p_open":1,"p_active":0.545,"p_room":0.55,"age_days":24,"expected_fill_days":21,"reasons":["conf:3","urgency","velocity","win:tail"],"computed_at":"2026-09-28T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/gr8-tech-middle-l1-technical-support-specialist","json_url":"https://alion.io/job/gr8-tech-middle-l1-technical-support-specialist.json","meta":{"generated_at":"2026-09-28T06:15:27Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":4350,"day_limit":5000,"remaining_today":650,"minute_limit":60,"resets_at":"2026-09-29T00:00:00Z"}}}