{"id":3873837,"url":"https://alion.io/job/gr8-tech-middle-l2-technical-support-specialist-2","title":"Middle L2 Technical Support Specialist","company":{"id":1915619,"name":"GR8_TECH","domain":"gr8.tech","url":"https://alion.io/company/gr8-tech","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":null},"role":"Support","role_family":"Support","seniority":"middle","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_regions","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":["DE","FR","GB","AT","BE","BG","HR","CZ","DK","FI","HU","IE","IT","NL","NO","PL","RO","ES","SE","CH","EE","GR","IS","LV","LI","LT","LU","MT","PT","SK","SI"],"hiring_countries_total":31,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Grafana","optional":false},{"name":"Jira","optional":false},{"name":"Kibana","optional":false},{"name":"MySQL","optional":false},{"name":"OpenSearch","optional":false},{"name":"PostgreSQL","optional":false},{"name":"Postman","optional":false},{"name":"SQL","optional":false},{"name":"Apache Kafka","optional":true},{"name":"Python","optional":true},{"name":"RabbitMQ","optional":true}],"status":"live","first_seen_at":"2026-11-06T13:28:54Z","employer_posted_date":"2026-11-06","last_verified_at":"2026-11-09T10:34:14Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"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 platform reliability and partner trust by rapidly diagnosing and resolving complex, non-standard B2B platform incidents. You’ll help us maintain low MTTR (Mean Time to Resolution) and keep engineering focused on strategic roadmap items by owning unscripted, multi-system investigations, uncovering root causes, and serving as a strict quality filter between partner support and L3 engineering.\nWhat you’ll drive:\nIncident Investigation & Root-Cause Analysis\nOwn end-to-end investigation for non-routine B2B operational tickets involving transactional mismatches, integration drops, and configuration failures.\n\nTrace distributed microservice calls across Kibana and OpenSearch using correlation identifiers (Trace-ID, Request-ID, Session-ID) to isolate failures within asynchronous event streams.\n\nInspect Grafana metrics, error spikes, and service latencies to rapidly differentiate platform-wide degradation from localized operator misconfigurations.\n\nUnblock operator operations autonomously by identifying configuration fixes or workaround pathways without requiring day-to-day engineering intervention.\n\nAPI Diagnostics & Data Verification\nValidate API endpoint behavior, payload structures, authentication tokens, and webhook/postback mechanics using Postman and cURL.\n\nQuery relational and distributed analytical databases (MySQL, PostgreSQL, Athena) to inspect real-time player states, balance ledgers, and event audit histories.\n\nReconcile state discrepancies across internal services and third-party payment, game, or sports feed providers.\n\nEngineering Alignment & Quality Escalations\nFilter escalated issues thoroughly to ensure only verified, reproducible platform bugs reach L3 and Development teams.\n\nShip reproduction-ready bug tickets in Jira complete with isolated payload examples, stack traces, database snapshots, and measurable blast-radius assessments.\n\nPartner with QA and L3 engineers during critical defect triage to validate patches and verify staging/production fixes.\n\nOperational Knowledge & Team Scaling\nBuild structured diagnostic runbooks, troubleshooting workflows, and decision trees for newly identified incident patterns.\n\nMentor L1 support specialists and Junior L2 colleagues through shadow sessions, log analysis training, and query optimization guidance.\n\nOptimize support operational efficiency by identifying recurring incidents and advocating for systemic product fixes or automated alerts.\n\nWhat makes you a GR8 fit:\nMust-Have\n3+ years in L2 technical support, systems analysis, or application operations within the iGaming sector, supporting high-load transactional architectures\n\nAdvanced log analysis and distributed tracing skills in Kibana or OpenSearch, including querying stack traces and tracking requests across distributed microservices.\n\nHands-on API debugging proficiency with Postman or cURL, deep understanding of HTTP status codes, JSON payload schema validation, and webhook/callback mechanics.\n\nSolid read-only SQL querying capability (PostgreSQL, MySQL, Athena) to navigate relational schemas, extract audit logs, and reconcile transactional states.\n\nProven observability experience with monitoring stacks (e.g., Grafana) to interpret error rate anomalies, throughput shifts, and latency degradations.\n\nProficiency in Jira & Jira Service Management (JSM) within multi-tier support pipelines (L1 → L2 → L3) and established SDLC workflows.\n\nB2 English proficiency or higher, with clear written technical communication that translates complex logs into structured bug reports.\n\nNice-to-Have\nWorking knowledge of event-driven message brokers (Kafka, RabbitMQ) and distributed architecture design patterns.\n\nBasic scripting literacy (Bash, Python) for log parsing or automating routine diagnostic tasks.\n\nFluency in Ukrainian or Russian.\n\nWhy you’ll love working here:\nBenefits Cafeteria - annual budget you allocate to:\nSports\nMedical\nMental health\nHome office\nLanguages.\n\nWork-life & support\nPaid maternity/paternity leave + monthly childcare allowance.\n\n20+ vacation days, unlimited sick leave, emergency time off.\n\nRemote-first + tech support + coworking compensation.\n\nTeam events (online/offline/offsite).\n\nLearning culture with internal courses + growth programs.\n\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":5438,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"Ukrainian","level":"Advanced (C1)","optional":false},{"language":"Russian","level":"Advanced (C1)","optional":false},{"language":"English","level":"Upper-Intermediate (B2)","optional":false}]},"benefits":["Cafeteria","Home 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