Middle L2 Customer Support Specialist

GR8 Tech is a leading B2B provider of iGaming solutions that empowers operators to grow, lead, and win.

We deliver high-impact, full-cycle tech solutions designed to scale. From seamless integration and expert consulting to long-term operational support, our platform powers millions of active players and drives real business growth. It’s more than just a product — it’s the iGaming Platform for Champions, built for those who play to lead.

We know the game and how to take it to the next level. With 1000+ talented professionals on board, we don't just build tech — we build success stories for iGaming operators all over the world.

Our ambition drives us, our people make it real. Join us and be part of building champion-level success!

What You’ll Be Driving:

• Resolving moderately complex technical incidents related to sports feeds and bet settlement;
• Performing root cause analysis and prepare incident reports;
• Collaborating with traders, client teams, and feed providers;
• Maintaining and regularly updating internal documentation and technical guidelines;
• Actively monitoring SLA compliance by reviewing queues for aging or inactive tickets;
• Escalating stalled incidents to the appropriate support tier (L1 or L3) and flag urgency in GPI;
• Ensuring synchronized status updates between internal systems (PSUPINC, GPI);
• Handling client escalations by updating status flags, escalating to L3, and notifying team leads;
• Coordinating communication flow between L1 and L3 teams for escalated issues.

What Makes You a GR8 Fit:

• In-depth understanding of sports market structures, bet types, and settlement processes;
• Solid proficiency with Jira, Kibana, Grafana, SQL, and basic XML/JSON;
• Upper-Intermediate or higher English proficiency;
• Experience in investigating incidents and liaising with external partners;
• Strong analytical thinking and proactive problem-solving;
• Ability to make time-sensitive decisions under pressure;
• Strong collaboration and cross-functional communication skills;
• Flexibility and adaptability in a dynamic support environment.

Why You’ll Love Working Here:

• Benefits Cafeteria

An annual fixed budget that you can use based on your needs and lifestyle. You decide how to allocate it:

• Sports – gym, yoga, or any activity to keep you active;
• Medical – insurance and wellness services;
• Mental health– therapy or coaching support;
• Home office – ergonomic furniture, gadgets, and tools;
• Languages – courses to improve or learn new skills.

Work-life

• Parental support with paid maternity/paternity leave and monthly childcare allowance;
• 20+ vacation days, unlimited sick leave, and emergency time off;
• Remote-first setup with full tech support and coworking compensation;
• Regular team events – online, offline, and offsite;
• Learning culture with internal courses, career development programs, and real growth opportunities.

Our Culture & Core Values
GR8 Tech culture is how we win. Behind every bold idea and breakthrough is a foundation of trust, ownership, and a growth mindset. We move fast, stay curious, and always 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.

Apply here - https://grnh.se/xhv396s2teu