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.
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.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
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.
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.
