Jobs Customer/Technical Support

We're looking for night shift Customer Support Agents to join our team! If you're a night owl who enjoys helping people and solving problems, we'd love to meet you.
 

What you'll be doing:

• Chatting with customers and helping them with their questions via chat, email, phone calls, and other channels
• Keeping in touch with your teammates throughout your shift so you can solve issues together
• Making sure every customer gets a friendly, clear, and helpful experience
   

What we're looking for:

• Got customer support experience? Awesome!
• No experience? That's totally okay too. If you're eager to learn, we'll teach you everything you need to know
• You're available to work night shifts (23:00 – 07:00)
• You stay calm when things get busy and genuinely enjoy helping people
• Your English is C1+ in both speaking and writing
   

What you'll get:

• Fully remote work - work from wherever you're most comfortable
• Extra bonuses for every night shift 🌙
• Full onboarding and training, so you'll never feel lost
• A friendly startup team
• Plenty of opportunities to learn, grow, and build your career in customer support
   

If helping people, solving problems, and working nights sounds like your thing, we'd love to hear from you! ✨

Want to start your career in an international tech environment?

Intent Solutions Group is launching a Bootcamp for aspiring Support Analysts. This is an opportunity to break into tech support, work with English-speaking clients, and gain practical experience in an international product environment, including a high-security video streaming platform used by leading enterprises worldwide.

What we're looking for

• Upper-Intermediate (B2+) English or higher
• Strong communication skills
• A willingness to learn and grow in a Support Analyst role
• Adaptability and the ability to stay calm under pressure

What you'll gain

• Hands-on experience supporting an international product and working with English-speaking clients
• A solid foundation for building a career as a Support Analyst
• Practical exposure to the day-to-day work of a product support team 

Additional opportunity

The strongest Bootcamp participants may receive an opportunity to continue working with our team in a paid position

Program details

• Duration: 2–3 weeks
• Participation: Free of charge
• Location: Lviv (office-based)
• Expected start: August 2026 (TBD)

If you're passionate about technology, enjoy solving problems, and want to build your career in IT, we'd love to hear from you

We are looking for a Technical Support Specialist (L1/L2) to join our support team and provide customer-facing technical assistance for hardware, software, and connectivity-related issues.

In this role, you will handle first- and second-level support requests, troubleshoot Windows environments and basic network issues, assist with device (IoT/data logger) configuration, and escalate complex technical cases to higher-level engineering teams when needed.

You will work closely with Team Leaders, QA, Operations, and Engineering to ensure high-quality service delivery, accurate documentation, and continuous process improvement.

This role combines technical troubleshooting with customer communication and requires a structured, solution-oriented mindset.
 

Requirements:

• Experience in L1/L2 technical support or IT service desk roles
• Basic knowledge of Windows Server environments
• Basic MS SQL knowledge (user-level: queries, validation, data checks)
• Fundamental understanding of network technologies and protocols
• Experience configuring or supporting IoT devices or measurement data loggers (or strong willingness to learn)
• Confident in written and spoken English
• Independent, reliable, and detail-oriented working style
• Technical and solution-oriented mindset
• Strong interpersonal and communication skills
   

Responsibilities:

• Provide L1/L2 technical support via email, chat, and calls
• Troubleshoot Windows environment issues and basic network connectivity problems
• Perform basic MS SQL checks and validate measurement or system data
• Support configuration and deployment of IoT devices/data loggers following documented procedures
• Collect logs, reproduce issues, and prepare structured escalations for L3 / Engineering teams
• Maintain accurate ticket documentation in CRM/helpdesk systems
• Follow internal workflows, SLAs, and quality standards
• Contribute to knowledge base creation and continuous process improvements
• Collaborate with Team Leaders, QA, Operations, and Engineering
   

Would be a plus:

• Experience with Zendesk and similar ticketing platforms
• Previous BPO / outsourcing experience
• Technical education or certifications
• Experience supporting SaaS or hardware-enabled products
• Familiarity with structured troubleshooting methodologies
   

Work conditions:

• Remote work;
• The probation period is 2 months;
• 2 non-fixed days off per week.
• 3 types of work shifts: morning 8:00−16:000, Day 16:00—0:00, night shift 0:00−8:00

SoftPlus Ukraine is software development company based in Ukraine. We work with companies of various sizes and phases of maturity. Our team is composed of highly skilled professionals who are passionate about technology and constantly strive for excellence.

This position is available as both part-time and full-time:

• $3.5 / hour, meaning:
  • Part-time (4 hours/day) – $300 per month
  • Full-time (8 hours/day) – $600 per month

We are currently seeking a Data Entry Specialist to join our dynamic team and assist with daily operations for a US-based wholesale and delivery company. As a valued team member, you will play a crucial role in ensuring the smooth and efficient functioning of our back-office operations. This includes managing administrative tasks such as data entry, record keeping, and processing financial transactions. Our team consists of young and active people working from different cities and countries around the globe.

Tasks:

• Accurately input, update, and maintain project-related data in the system.
• Verify and cross-check information for accuracy and completeness.
• Assist in managing and organizing data, ensuring it is easily accessible to the team.
• Collaborate with other team members to address data discrepancies and resolve issues.
• Generate reports and provide administrative support for project data-related tasks.

Requirements:

• Finished or unfinished Bachelor’s degree.
• High attention to detail and strong organizational skills.
• Proficiency in basic computer software, including MS Excel, Word, and other data management tools.
• Ability to work independently with minimal supervision.
• Strong communication skills and ability to collaborate with a global team.
• English level B1+ (Intermediate).
• Available to part-time working schedule from 14:00 (or 16:00) to 20:00, Monday through Friday, with an optional 30-minute lunch break.
• Available for full-time working schedule from 12:00 to 20:30 with a 30-minute lunch break.

Would be a plus:

• Experience in field or support

We offer:

• A 2-week paid probation period with the potential for permanent hire.
• Opportunities for professional growth and career development.
• A friendly, supportive, and collaborative work environment.
• Exciting projects utilizing the latest technologies.
• The chance to work with a talented, global team of professionals.

If you are passionate about software quality and want to take your skills to the next level, we would love to hear from you! Join our team at SoftPlus Ukraine. and contribute to the success of our innovative projects.

About SKyPRO

SKyPRO has been delivering Identity & Access Management (IAM) solutions for more than 38 years. While we have extensive experience with OpenText Identity Manager, we are continuously expanding into new markets with our own products and modern identity solutions.

One of our flagship products is ACDI (Audit, Compliance & Data Intelligence), a powerful platform that helps organizations collect, analyze, and audit identity-related data across multiple systems.

We're looking for a technically minded person who enjoys working directly with customers, solving problems, and helping improve our product. This is an excellent opportunity for someone who likes combining technical work with customer interaction.

Your Mission

As a Technical Consultant for ACDI, you will support customers throughout the product lifecycle—from demonstrations and installations to troubleshooting and continuous improvements.

Your responsibilities will include:

• Delivering product demonstrations and technical presentations to customers and partners.
• Installing, configuring, and upgrading the ACDI solution in customer environments.
• Providing technical support and troubleshooting product issues.
• Investigating bugs and implementing small fixes or enhancements within the product.
• Assisting customers with integrating ACDI with various data sources, directories, and databases.
• Working closely with the development team to identify, reproduce, and resolve product issues.
• Creating and maintaining technical documentation when needed.
• Participating in customer projects and ensuring successful product deployments.
• Continuously learning new technologies and helping improve both the product and implementation processes.

What We're Looking For

Must have

• Spoken English at B1–B2 level or higher (you will work with international customers).
• 2+ years of experience in a technical IT role (technical support, implementation, consulting, systems engineering, software development, IAM, or similar).
• Experience working with databases, directories, APIs, or system integrations.
• Good troubleshooting and analytical skills.
• Basic to good programming or scripting experience (Java, JavaScript, PowerShell, Bash).
• Understanding of REST APIs, LDAP, SQL, or similar integration technologies.
• Good Linux knowledge.
• Strong communication skills and customer-oriented mindset.
• Ability to work independently and manage multiple tasks.
• Willingness to learn new technologies and grow with the company.
   

Nice to have

• Experience with Identity & Access Management (IAM) solutions.
• Familiarity with OpenText Identity Manager / NetIQ IDM.
• Experience with eDirectory/Active Directory or LDAP directories.
• Linux administration skills.
• Knowledge of Java.
• Experience with Docker or cloud environments.
• German language skills (B1+) are a plus.

What We Offer

• Remote work with flexible working hours.
• Competitive salary based on your experience.
• Personal development through expert coaching and technical training.
• Opportunity to work with innovative IAM technologies.
• An international, open-minded team working with customers worldwide.
• Immediate start.
• 24 calendar days of paid vacation plus paid sick leave.
• Long-term career growth in a company that values technical excellence and innovation.

A global Marketing Technology company, recognized by leading industry analysts, is helping some of the world's most well-known brands drive customer engagement through a unique combination of data, technology, and creativity. With a strong product, a proven business model, and the mindset of a fast-growing startup, the company is entering an exciting stage of growth.

Joining a team of talented professionals across multiple global locations offers excellent opportunities for career development, with a strong culture of internal promotion and continuous learning.

The company is looking for a Technical Support Specialist – an energetic self-starter and problem-solver with strong technical skills, eager to learn, grow, and deliver exceptional support while working alongside experienced professionals.

Responsibilities:
 

• Monitor, maintain, and support production environment
• A key person for integration projects and requests from customers (data oriented)
• Construct ETL processes
• Conduct data QA and analysis
• Perform configuration management
• Create robust and scalable processes
• Communicate directly with customers to solve technical issues
  
  Requirements:
• Working hours 9AM - 18AM in 9 hour shifts 5 days a week
• Outstanding technical skills
• Experience with SQL
• Fast learner looking to be exposed to, and work with new technologies
• Strong interpersonal and communication skills
• Team player with self-learning and problem-solving abilities
• Agile, highly motivated, exceptional work ethics, ambitious, a super-multitasker and with a sense of responsibility to follow through on tasks
  
  Desired:
• Experience working with enterprise-grade customers
• Experience with operating systems such as Windows and Linux
• Experience debugging issues in web applications – logs, networking, etc
• Experience with monitoring tools (DataDog)
• Experience with working with APIs and integrations
• Understanding of networking terminologies and functionality such as DNS, http, ports, et

We are looking for a Beta Community Support Engineer to join our big and skilled team, working on a big navigation system. The navigational app works on smartphones and tablets, letting people outsmart traffic, communicate, share trips etc.

The Beta community includes several thousand volunteers worldwide who participate in various testing phases of the product and aid in improving product quality. The main responsibilities include daily management and communication with the Beta Community — monitoring Beta feedback, bug reports, suggestions and ensuring questions have a response.

Responsibilities:

• Monitoring and debugging Beta community bug reports, suggestions and forum posts
• Releasing Beta-staged versions to the community via Centercode
• Identifying important and critical issues to track and report about to internal teams

Requirements:

• High level English speaker — be able to write and communicate verbally in proficient English, using technical and testing related terminology
• 1+ year in L2 Technical Support or 1+ year in manual QA
• Familiarity with bug tracking systems and test management tools
• Task oriented — able to deliver quickly on tight schedules and deadlines, and must be able to adapt to frequent changes in requirements

We offer:

• Opportunities to develop in various areas (web, mobile, backend testing, API testing, etc)
• Compensation package (20 paid vacation days, paid sick leaves)
• Flexible working hours
• Medical Insurance
• English courses with a native speaker, yoga (zoom)
• Paid tech training and other activities for professional growth
• Work from comfortable office in the center of Warsaw
• International business trips

We are a consulting company operating in the finance and cryptocurrency sector. We have an open remote position for a Customer Support Managers: English language. 

Job Details:
 

Location: The candidate must be located in Ukraine, as the company provides work equipment (laptop and headset).

Employment Type: Unofficial employment (Temporary) 
Working Hours: Monday to Friday, 9 hours per day.
(Including a lunch break and two 15-minute breaks)

Responsibilities: Provide oral and written consultations to clients regarding any questions related to the company's operations. There are no outbound calls or sales involved; the line is exclusively for incoming calls.

Salary: paid to a cryptocurrency wallet. If you have not used this method before, we will guide you through the process.
For more details, we can discuss via phone call or online interview.

Galaktica is a Ukrainian product IT company that has been creating mobile applications and web products for Tier-1 markets since 2019. The team consists of 350+ specialists with leading expertise, working from different parts of the world. We develop international products, experiment with approaches and quickly scale solutions that improve the lives of millions of users.

A key part of Galaktica’s business is philanthropy. Since 2022, we have provided extensive volunteer support in various directions. First and foremost — support for the Armed Forces of Ukraine: dozens of off-road vehicles and commercial drones, hundreds of FPV drones, robotic ground systems with turrets, and quad bikes. We also run two charitable foundations focused on military rehabilitation and support for children of service members and those affected by the war.

 

We are actively growing and scaling, which is why we are looking for a Customer Support Representative with at least 6 months of experience to join our team of professionals!

Your working hours will be mixed shifts, from 14:00 to 22:30 Eastern European Time (EET) and from 22:00 to 6:30 Eastern European Time (EET)

Your responsibilities will include:

• Resolving user incidents: analyzing incoming tickets, live chats, and phone calls, conducting investigations, communicating with users, and fully satisfying their requests. This will take up 60% of your work time;
• Collaborating closely with the moderation team, partners, and customers. This will take up 20% of your time;
• Updating knowledge bases and continuously improving user communication processes. This will take up 10% of your time;
• Preparing reports on user requests. This will take up 10% of your time.

Your main tasks will be:

• Resolving customer requests;
• Finding answers to their questions (we will assist you with this!);
• Ensuring high-quality communication between related departments.

We expect you to have:

• At least 6 months of experience in customer support in English;
• Basic knowledge of working with helpdesk systems (experience with Zendesk chat and ticketing system, as well as phone support);
• Upper-intermediate or higher English proficiency, with fluent speaking skills;
• Strong communication skills in English, both via email and phone.

It would be an advantage if you have:

• Experience with payments, verification, or KYC;
• Knowledge of manuals, rules, and standards for customer communication;
• A deep understanding of customer-friendliness and the ability to apply it effectively;
• Strong interpersonal and psychological skills to handle even the most difficult customers.

What You'll Find at GalakticaStability You Can Rely On: We are building a product-driven business with a long-term vision and sustainable growth. Here, you don't have to choose between stability and professional growth — you'll have the opportunity to work on complex challenges while feeling confident about your future.

Flexibility and Comfort: Choose the work format that suits you best: remote, hybrid, or from one of our offices in Kyiv, Lviv, Odesa, or Larnaca.
We provide everything you need to work effectively, including a laptop, monitors, other equipment, and a home office setup allowance. All our offices are equipped with generators and Starlink internet and are accessible to the team 24/7.

Taking Care of Yourself: Enjoy 3 weeks of paid vacation, unlimited personal days off, and flexible sick leave with minimal bureaucracy.
You can choose between private health insurance or a wellness budget that can be used for sports activities, therapy, massages, wellness treatments, or vitamins.
We also reimburse 50% of taxes for eligible employees and provide full relocation support to Cyprus or Malta, including accounting and legal assistance.

A Growth-Oriented Environment: We actively support professional development and cover 50% to 100% of the cost of industry conferences, training programs, certifications, online courses, and other educational activities.
Our company offers an internal LMS platform, a library, and a book club. In addition, our certified coaches conduct internal training sessions and one-on-one coaching to help employees strengthen leadership skills, achieve career goals, and better understand their strengths.
To support international communication, we reimburse 70% of the cost of individual foreign language lessons and run an English Speaking Club.

Make a Real Impact: There are no "process-only" roles here. We value people who identify opportunities, take ownership, and drive results.
Your ideas won't get lost in layers of approvals — they can evolve into new products, business initiatives, and impactful solutions.

A Strong Professional Community: We believe great products are built by great teams. Here, you'll find like-minded professionals, support from colleagues, opportunities to share knowledge, and plenty of reasons to celebrate success together.
Team sports activities, company-sponsored volleyball, running, and yoga sessions, team-building events, offline meetups, and internal gatherings — from small social evenings to large offsite events — are all an important part of our culture.
You can get a feel for our team and events on the Galaktica YouTube channel.

 

Please note that if your profile matches our requirements, we will contact you via a convenient channel to discuss the opportunity in more detail.

RISK inc: An International iGaming Company Pushing the Boundaries of Entertainment
 

Who We Are: An international iGaming company specializing in identifying and fostering the growth of high-potential entertainment markets. With 1000+ professionals in 20+ locations, we operate in 10 countries, serving over 300,000 customers.

Always Pushing the Boundaries? You Already Belong at RISK!
 

Our global-scale operations are based on strong internal expertise, analytics, and data research. We have expertise in iGaming operations (sports betting, online casino), digital and affiliate marketing, tech solutions, and data analytics.

We're looking for a Quality Specialist to join our Customer Support team and help build a quality assurance system that actually improves service.

If you genuinely enjoy monitoring, can defend your evaluations with solid reasoning, and care about doing the work well even when it's not the easy path - we'd like to talk.
 

Why this role: This isn't a role where you follow a fixed checklist - you'll have real ownership over how quality is measured and how training is built. Your input directly shapes how agents are evaluated and developed, and your feedback on recurring customer issues feeds back into product and process decisions. If you're someone who naturally looks for what could work better and likes building things from scratch, there's a lot of room here to do that.
 

Responsibilities:

• Conduct regular quality monitoring, analyze results, provide structured feedback, and track improvements.
• Support agent onboarding by developing training materials, assessments, and delivering training sessions.
• Conduct knowledge assessments, identify gaps, and organize targeted training.
• Maintain and improve the knowledge base, response macros, scoring guidelines, assessments, and AI prompts.
• Analyze customer complaints, repeat contacts, and monitoring results to identify systemic issues and improvement opportunities.
• Develop and implement solutions together with relevant teams and measure their impact.
• Track key support quality metrics and prepare regular reports.
   

What matters to us:

• 1+ year of experience in iGaming within Customer Support Quality, Training, VIP/Customer Experience, or Support Operations.
• Practical experience in quality monitoring, onboarding, knowledge management, or support process improvement.
• Fluent Ukrainian and English at B1 level or higher.
• Strong analytical mindset and ability to turn identified problems into practical, measurable solutions.
• Understanding of key Customer Support and customer experience metrics.
• Ownership, initiative, and confidence in providing honest, well-reasoned feedback.
• Readiness for regular, detail-oriented quality monitoring alongside training and project tasks.
   

Nice to have

• Experience building or optimizing QA processes.
• Experience developing knowledge bases, macros, scoring guides, or training materials.
• Experience using AI tools for Customer Support or quality monitoring.
• Experience working across different GEOs.
• Knowledge of Turkish.
   

Our Benefit Cafeteria is Packed with Goodies:

• Children Allowance
• Mental Health Support
• Sport Activities
• Language Courses
• Automotive Services
• Veterinary Services
• Home Office Setup Assistance
• Dental Services
• Books and Stationery
• Training Compensation
• And yes, even Massage!

We are looking for a customer-focused VIP Customer Support Specialist to build and maintain strong relationships with our high-value customers. In this role, you will deliver a premium customer experience by providing personalized, efficient, and solution-oriented support. You will collaborate with cross-functional teams to ensure customer satisfaction, resolve complex inquiries, and contribute to long-term customer loyalty.

Job responsibilities

• Serve as the primary point of contact for VIP customers, providing personalized support via email, chat, and phone.
• Build long-term relationships with customers by understanding their preferences, behaviors, and individual needs.
• Resolve customer inquiries and issues promptly while maintaining a high level of professionalism and customer satisfaction.
• Collaborate with internal teams (Marketing, Product, Payments, Operations, etc.) to address customer needs and deliver tailored solutions.
• Monitor customer activity and engagement to identify opportunities for improving retention and overall experience.
• Stay up to date with company products, services, promotions, and industry best practices.
• Support the planning and execution of exclusive customer campaigns, events, and loyalty initiatives.
• Share customer feedback and insights to help improve internal processes, products, and the overall customer experience.

Experience

• 1+ years of experience in Customer Support, Account Management, Customer Success, or a similar client-facing role.

Language Skills

• Fluent English (additional languages are an advantage).

Skills

• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and attention to detail.
• Ability to work independently while collaborating effectively with cross-functional teams.
• Experience working with CRM platforms and customer support tools.

What We Offer

• Fully remote work format.
• Access to educational resources and professional development programs.
• A supportive team and exciting professional challenges.
• 20 working days of paid vacation per year.
• Paid sick leave and medical benefits.
• Corporate events and regular team gatherings.

We are looking for a customer-oriented and detail-focused Customer Support Specialist with proven experience in the iGaming industry. The ideal candidate is confident in written English, comfortable working in a fast-paced 24/7 environment, and able to handle multiple tasks while maintaining a high standard of communication. You should be proactive, responsible, and capable of recognizing sensitive situations and acting according to internal procedures.
 

HOW YOU WILL MAKE AN IMPACT:

• Providing customer support via live chat and email
• Handling players’ inquiries, requests, and complaints
• Identifying complex or sensitive cases and escalating them to the relevant departments
• Ensuring compliance with internal quality standards and communication guidelines
• Working according to the assigned schedule and meeting individual KPIs
   

WHAT WILL HELP YOU SUCCEED IN THE ROLE

• Minimum 1+ year of experience in customer support 
• Written English proficiency at B2 level or higher
• Willingness to work shift schedules, including night shifts, weekends, and public holidays
• Ability to stay focused in a multitasking environment
• Strong attention to detail and strict adherence to instructions
   

HOW WE WILL KEEP YOU SMILING

• Flexible working hours and a remote work setup, so you can plan work around your life and not your life around work!
• Unlimited vacation days and paid sick leave—because your rest matters.
• A competitive compensation that truly reflects your skills and expertise.
• Employee referral bonus and gifts to celebrate your special occasions.
• 50% financial support for learning expenses to supercharge your professional growth!
• A positive atmosphere where you always feel respected and truly belong.
• Inspirational team-building activities that turn colleagues into best friends.
• Wellness benefits: We’ll support your sports passions, from yoga classes to gym memberships.
• Co-working space reimbursement to save your nerves from always working from home :)

Profisea is a boutique DevOps and Cloud company — AWS Premier Partner specializing in Cloud Architecture, DevOps, DevSecOps and FinOps.

We are looking for a Customer Success Specialist who will work closely with clients using the Uniskai platform, helping them get the most value from the product and ensuring a great customer experience.

This role is perfect for someone who enjoys communicating with people, solving problems, and learning about cloud technologies.

We are open to junior candidates and applicants without prior experience who are motivated to learn and grow in the cloud and DevOps environment.
 

What you will do:

Communicate regularly with clients using the Uniskai platform.

Check if clients are satisfied with the platform and help them use its features effectively.

Collect customer feedback about the product and user experience.

Help clients discover and use platform features and services.

Identify issues or improvement opportunities and share them with internal teams.

Coordinate technical support when needed.

Organize calls or meetings with DevOps or development teams if technical assistance is required.

Track client requests and ensure follow-up.

What we expect:

English — Fluent.

Strong communication skills and client-oriented mindset.

Good organizational skills and attention to detail.

Ability to work with multiple tasks.

Interest in technology, cloud or DevOps will be a plus.

Experience with SaaS platforms, customer support or project coordination will be a plus but not required.
 

What we offer:

Opportunity to be part of a growing company and to grow with us

Being at the forefront of the DevOps and Cloud services industry

Great compensation 

Professional working environment where you will be an essential member of our team

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 ensure the technical stability and data integrity of our core platform by localizing and resolving complex, non-standard incidents. You’ll help us maintain reliable platform operations by taking full ownership of deep technical triage, shielding engineering teams from unverified bugs, and mentoring junior support specialists.
 

What you’ll drive:

Deep Investigation & Core Operations

• Investigate complex failures: Autonomously diagnose non-standard platform requests, nested configuration issues, and microservice communication breakdowns.
• Determine root causes: Differentiate between platform software defects, database mismatches, and misconfigured complex settings across core systems.
• Assist junior tiers: Guide Junior L2 and adjacent support teams through advanced platform configuration issues and troubleshooting pathways.

Advanced Troubleshooting & Engineering Shielding

• Trace microservice flows: Filter structured logs in Kibana or OpenSearch by matching cross-system identifiers (Trace IDs, Request IDs, Session IDs).
• Inspect API and error stacks: Validate API endpoints and response payloads in Postman and interpret stack traces to locate software or database failures.
• Escalate validated defects: Produce structured, detailed bug reports for L3/QA containing logs, raw payloads, and business impact context.
• Shield L3 teams: Drive high independent resolution rates (L2 Resolution Rate) to prevent configuration issues from reaching core development.

SLA Management & Quality Control

• Prioritize domain tasks: Manage assigned incidents independently under strict B2B SLA constraints while prioritizing platform impact.
• Reduce reopen rates: Deliver fully validated technical solutions and configuration adjustments to prevent repeated ticket reopens.

Knowledge Sharing & Mentorship

• Build technical runbooks: Create and maintain step-by-step diagnostic workflows for L1 and Junior L2 support tiers.
• Mentor team members: Conduct knowledge-sharing sessions on platform features, inner architecture, and log-tracing techniques.
   

What makes you a GR8 fit:

Must-have

• Platform support experience: 3+ years in L2 technical support, systems analysis, or technical operations of product/B2B SaaS platforms..
• Log analysis & distributed tracing: Strong skills in Kibana or OpenSearch using custom filters, log aggregation, and ID tracing across microservices (Trace, Request, Session IDs).
• API testing & debugging: Practical experience testing platform API endpoints, request/response payloads, and authentication headers using Postman (or similar tools).
• Core web & auth architecture: Deep understanding of distributed sessions, OAuth/JWT authentication flows, and reading error stack traces.
• Advanced ticketing mastery: Proficiency in Jira/Jira Service Management, including JQL filters, custom queues, and operational dashboards under strict SLAs.
• Languages: Intermediate+ English (B1–B2) and fluent Ukrainian or Russian.

Nice-to-have

• Direct experience writing basic SQL queries to inspect platform database states.
• Strong familiarity with SDLC processes and hotfix lifecycle steps to speak the same language as QA and L3 engineers.
• Proven experience creating runbooks or training junior engineers in technical support environments.
   

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.

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 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.
 

What you’ll drive:

B2B Core Operations & Engagement-CRM Handling

• Process incoming tickets: Receive and review requests from operators' teams regarding incorrect behavior or issues in the Engagement-CRM system.
• Verify system data: Check user data, activity statuses, campaign parameters, and system details in the platform's internal admin panel.
• Advise support lines: Guide related support teams and operators on standard configuration settings within Engagement-CRM.

Initial Troubleshooting & Escalation

• Isolate incidents: Search logging systems (Kibana/OpenSearch) using ready patterns (such as user ID or activity ID) to find root causes.
• Inspect frontend & delivery: Use Browser DevTools (Network and Console tabs) to identify user-side errors and verify notification delivery statuses across internal and external panels.
• Prepare complete escalations: Collect essential technical details (identifiers, logs, screenshots, error codes) and transfer verified software defects to Middle-level engineers.

SLA & Quality Focus

• Meet B2B SLAs: Ensure full compliance with internal and external response and resolution time targets for all assigned tickets.
• Maintain ticket accuracy: Verify data and fill out all mandatory fields before moving tasks to the next support tier.
• Explain technical errors: Translate complex system errors into simple, understandable language when communicating answers to clients.

Knowledge Base Contribution

• Update runbooks: Keep simple, step-by-step diagnostic instructions and runbooks up to date for the L1 support team.
   

What makes you a GR8 fit:

Must-have

• B2B support experience: 2+ years in technical support, customer service (B2B), or operating product platforms using ticketing tools like Jira, Jira Service Management, or ServiceNow.
• Log searching basics: Practical skills in searching logs (Kibana/OpenSearch) using basic identifiers (user ID, activity ID).
• Web & API understanding: Basic knowledge of REST API principles (requests/responses, standard 4xx/5xx HTTP error codes).
• DevTools & channel knowledge: Experience using Browser DevTools (Network and Console tabs) and a basic understanding of notification delivery gateways (push, SMS, email).
• Support lifecycle awareness: Understanding of multi-tier support workflows, incident triage, and SLA deadlines.
• Attention to detail: Strong focus on identifying data mismatches in numbers, currencies, and system logs under tight deadlines.
• Languages: Intermediate English (B1–B2) for technical documentation and internal notes; fluent Ukrainian or Russian for daily communication.

Nice-to-have

• Practical experience working in a runbook-driven environment with clear checklists.
• Foundational awareness of how bugs are logged and tracked within the Software Development Lifecycle (SDLC).
• Experience writing simple, step-by-step technical guides or runbooks for junior support tiers.
   

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.