{"id":1233169,"url":"https://alion.io/job/gr8-tech-middle-l2-technical-support-specialist","title":"Middle L2 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":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"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":"Rest API","optional":false},{"name":"Sentry","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"SQL","optional":false},{"name":"Grafana","optional":true}],"status":"live","first_seen_at":"2026-09-03T09:50:56Z","employer_posted_date":"2026-09-24","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 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.\nWhat you’ll drive:\nB2B Core Operations & Engagement-CRM Handling\nCRM Ticket Processing: Investigate B2B requests and non-standard incidents related to user journeys, trigger events, promotional campaigns, segmentation parameters, and bonus allocation rules.\nData & Parameter Verification: Check user data, activity statuses, campaign parameters, and bonus states in internal admin panels and via database queries.\nSupport & Client Guidance: Advise L1 support teams and B2B operators on standard and complex configuration settings within Engagement-CRM.\nTechnical Troubleshooting & Escalation\n 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.\n 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.\n 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).\nSLA & Knowledge Sharing\nMeet B2B SLAs: Ensure compliance with response and resolution time targets for assigned L2 tickets.\nUpdate Knowledge Base: Keep diagnostic instructions, verification checklists, and runbooks up to date for L1 and Junior specialists based on resolved cases.\nWhy makes you a GR8 fit:\nMust-have\n B2B Support Experience: 2-3+ years in L2 technical support, application support, or product platform operations using Jira / Jira Service Management (JSM).\nExperience in B2B MarTech, CRM platforms, E-commerce, or the iGaming industry.\nPractical Troubleshooting: Ability to analyze unscripted technical incidents and isolate root causes using diagnostic tools rather than relying solely on fixed templates.\n Log Searching: Practical skills searching logs in Kibana/OpenSearch/Sentry using basic identifiers and correlation keys (User ID, Trace-ID, Campaign ID).\n Basic SQL: Practical ability to write read-only SQL queries (MySQL, PostgreSQL, or Athena) to check user states, event records, or bonus statuses.\n Web & API Basics: Understanding of REST API principles (HTTP status codes, request/response JSON payloads) and hands-on experience using Postman or cURL.\n DevTools & Notification Gateways: Experience with Browser DevTools (Network/Console) and basic understanding of messaging delivery channels (Push, SMS, Email).\nUpper-Intermediate English level.\nNice-to-have\nBasic familiarity with monitoring tools like Grafana.\nExperience writing simple diagnostic guides or checklists for support teams.\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":4716,"description_truncated":false,"requirements":{"experience_years_min":2,"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":29,"band":"fade","label":"Fading","p_open":1,"p_active":0.535,"p_room":0.55,"age_days":23,"expected_fill_days":21,"reasons":["conf:3","urgency","velocity","win:tail"],"computed_at":"2026-09-27T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/gr8-tech-middle-l2-technical-support-specialist","json_url":"https://alion.io/job/gr8-tech-middle-l2-technical-support-specialist.json","meta":{"generated_at":"2026-09-28T04:08:43Z","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":2477,"day_limit":5000,"remaining_today":2523,"minute_limit":60,"resets_at":"2026-09-29T00:00:00Z"}}}