GR8_TECH builds B2B iGaming platforms for operators who play to lead. No deje pasar esta posibilidad, inscríbase rápidamente si su experiencia y habilidades coinciden con lo que se indica en la siguiente descripción. 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 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. What You'll Drive Incident Investigation & Root-Cause Analysis
* Own end-to-end investigation for non-routine B2B operational tickets involving transactional mismatches, integration drops, and configuration failures.
* Trace distributed microservice calls across Kibana and OpenSearch using correlation identifiers (Trace-ID, Request-ID, Session-ID) to isolate failures within asynchronous event streams.
* Inspect Grafana metrics, error spikes, and service latencies to rapidly differentiate platform-wide degradation from localized operator misconfigurations.




* Unblock operator operations autonomously by identifying configuration fixes or workaround pathways without requiring day-to-day engineering intervention. API Diagnostics & Data Verification
* Validate API endpoint behavior, payload structures, authentication tokens, and webhook/postback mechanics using Postman and cURL.
* Query relational and distributed analytical databases (MySQL, PostgreSQL, Athena) to inspect real-time player states, balance ledgers, and event audit histories.
* Reconcile state discrepancies across internal services and third-party payment, game, or sports feed providers. Engineering Alignment & Quality Escalations
* Filter escalated issues thoroughly to ensure only verified, reproducible platform bugs reach L3 and Development teams.
* Ship reproduction-ready bug tickets in Jira complete with isolated payload examples, stack traces, database snapshots, and measurable blast-radius assessments.
* Partner with QA and L3 engineers during critical defect triage to validate patches and verify staging/production fixes. Operational Knowledge & Team Scaling
* Build structured diagnostic runbooks, troubleshooting workflows, and decision trees for newly identified incident patterns.
* Mentor L1 support specialists and Junior L2 colleagues through shadow sessions, log analysis training, and query optimization guidance.
* Optimize support operational efficiency by identifying recurring incidents and advocating for systemic product fixes or automated alerts.



What Makes You a GR8 Fit Must-Have
* 3+ years in L2 technical support, systems analysis, or application operations within the iGaming sector, supporting high-load transactional architectures
* Advanced log analysis and distributed tracing skills in Kibana or OpenSearch, including querying stack traces and tracking requests across distributed microservices.
* Hands-on API debugging proficiency with Postman or cURL, deep understanding of HTTP status codes, JSON payload schema validation, and webhook/callback mechanics.
* Solid read-only SQL querying capability (PostgreSQL, MySQL, Athena) to navigate relational schemas, extract audit logs, and reconcile transactional states.
* Proven observability experience with monitoring stacks (e.g., Grafana) to interpret error rate anomalies, throughput shifts, and latency degradations.
* Proficiency in Jira & Jira Service Management (JSM) within multi-tier support pipelines (L1 → L2 → L3) and established SDLC workflows.
* B2 English proficiency or higher, with clear written technical communication that translates complex logs into structured bug reports. Nice-to-Have
* Working knowledge of event-driven message brokers (Kafka, RabbitMQ) and distributed architecture design patterns.
* Basic scripting literacy (Bash, Python) for log parsing or automating routine diagnostic tasks.
* Fluency in Ukrainian or Russian. 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 event

📌 MiddleTechnical Support Specialist (España)
🏢 GR8_TECH
📍 España